Voicemail detection when patient answers during voicemail

Support Help
1

Hi Retell team,

We’ve encountered an issue with one of our calls and would appreciate your help understanding and resolving it.

The call flow was as follows:

  1. The agent placed the outbound call and reached the screening stage.
  2. The agent correctly responded to the screening prompts and waited.
  3. The patient initially did not answer the call.
  4. The agent started leaving a voicemail.
  5. While the agent was leaving the voicemail, the patient answered the call.
  6. The agent continued leaving the voicemail until it finished and then hung up.

The final call status was “Voicemail Reached”, even though the patient had answered before the call ended.

Our expectation is that once the patient answers, the call should exit the voicemail flow and continue through the first node of the agent flow so the conversation can begin normally.

Could you help us understand why this happened? Can the agent switch from voicemail mode to a live conversation when the patient answers during voicemail?

Thank you!

2

Hello @catalina1 Could you please share the relevant call ID and Agent ID ?

This will help us investigate the issue and review what happened during the calls.

Regards