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Hi i took retell phone number but i call it says b...
# ❓・ai-evy-support
t
@AI Evy Hi i took retell phone number but i call it says busy and never lets me test the ai agent
a
Thanks for tagging me @trxgames. I'll look through relevant sources and get back to you shortly.
### Answer
message has been deleted
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
Thanks for the feedback, glad I was helpful.
t
Hi i took retell phone number but i call it says busy and never lets me test the ai agent
@AI Evy Hi i took retell phone number but i call it says busy and never lets me test the ai agent
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
### Answer When your Retell phone number shows "busy" for inbound calls, the most common cause is that no inbound agent is assigned to the phone number. [(1) ]() Check these items: 1. Verify an inbound agent is configured — The phone number needs an 
inbound_agent_id
set. If 
inbound_agent_id
is 
null
, the number will not accept inbound calls. 2. Confirm the agent is properly bound — You can retrieve your phone number details to check the configuration:
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javascript
import Retell from 'retell-sdk';
const client = new Retell({
  apiKey: 'YOUR_RETELL_API_KEY',
}) ;
const phoneNumberResponse = await client.phoneNumber.retrieve('+14157774444') ;
console.log(phoneNumberResponse.inbound_agent_id) ;
3. Assign an agent if missing — In your Retell dashboard, make sure you've assigned an agent to handle inbound calls on that number. [(2) ]() If the 
inbound_agent_id
shows as configured but you're still getting busy signals, this could indicate a temporary issue similar to what other users have experienced with inbound calls suddenly not working. [(7) ]()
​ To learn more, see the sources I considered: [[1] Get Phone Number](https://docs.retellai.com/api-references/get-phone-number) [[2] AI Phone Numbers: How to Buy & Set Up | Retell AI](https://www.retellai.com/blog/how-to-buy-an-ai-phone-number-a-guide-on-your-options-and-providers) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
Thanks for the follow-up, @trxgames. I'll get back to you soon.
t
@AI Evy hi i have setup sms function, but after call is over it didnt send sms to call originsting phone number
a
### Answer ### Answer The Send SMS tool only works during an active phone call—it sends a one-way SMS from the agent's number to the user's number while the call is in progress. [(1) ]() Key requirements: 1. SMS must be enabled on your phone number — Currently only Retell Twilio numbers can enable SMS. 2. The SMS is triggered during the call — The agent tells the user that the SMS is being sent when invoking this tool. For post-call SMS (after the call ends) : Sending SMS after a call ends requires a different approach. You would need to set up a webhook listening to post-call responses, and if the call ends, trigger an external SMS API request. [(2) ]() The built-in Send SMS node is designed for real-time, mid-call use cases like sending links, confirmation details, or documents while still on the call. [(3) ]() To send SMS during the call: - Add a Send SMS node in your conversation flow or single/multi-prompt [(4) ]() - Configure the SMS content (you can use a prompt for dynamic content or static text with dynamic variables) [(1) ]() - The SMS will be sent when the agent reaches that point in the conversation If you need post-call SMS functionality, you may need to implement a webhook-based solution using external tools.
​ To learn more, see the sources I considered: [[1] Send SMS](https://docs.retellai.com/build/single-multi-prompt/send-sms) [[2] Discord message from @elders7130 on 2025-08-19](https://discord.com/channels/1186424376300679209/1294891368505937952/1407429239766126814) [[3] Unlock AI Texting, SMS, & Chatbots with Retell AI Agents | Retell AI | Retell AI](https://www.retellai.com/blog/unlock-ai-texting-with-retell-ai-voice-agents) [[4] Platform Changelogs | Retell AI](https://www.retellai.com/changelog) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
t
Also @AI Evy how to configure webhook payload with call id, caller phone, email id, transcript etc details
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
### Answer ### Answer Retell AI automatically sends webhook payloads with call details—you configure the webhook URL in your agent settings, and the payload structure is predefined. [(1) ]() Webhook Events & Payload: The 
call_ended
webhook includes: - 
call_id
- 
from_number
(caller phone) - 
to_number
- 
transcript
- 
metadata
(for custom data like email) - All fields from the call object except 
call_analysis
Sample payload structure:
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json
{
  "event": "call_ended",
  "call": {
    "call_type": "phone_call",
    "from_number": "+12137771234",
    "to_number": "+12137771235",
    "direction": "inbound",
    "call_id": "Jabr9TXYYJHfvl6Syypi88rdAHYHmcq6",
    "agent_id": "oBeDLoLOeuAbiuaMFXRtDOLriTJ5tSxD",
    "call_status": "registered",
    "metadata": {},
    "retell_llm_dynamic_variables": {
      "customer_name": "John Doe"
    },
    "start_timestamp": 1714608475945,
    "end_timestamp": 1714608491736,
    "disconnection_reason": "user_hangup",
    "transcript": "..."
  }
}
For email or custom data: Pass it via 
metadata
or 
retell_llm_dynamic_variables
when initiating the call—these will appear in the webhook payload. For post-call analysis (summary, sentiment, etc.) : Subscribe to the 
call_analyzed
webhook event, which includes the 
call_analysis
object with summary, sentiment, and custom analysis data. [(2) ]() Webhook setup: Configure your webhook URL in the agent settings, and Retell will POST to your endpoint. The webhook has a 10-second timeout and retries up to 3 times if no 2xx response is received. [(1) ]()
​ To learn more, see the sources I considered: [[1] Webhook Overview](https://docs.retellai.com/features/webhook-overview) [[2] Consume the analysis data](https://docs.retellai.com/features/post-call-analysis-consumption) ​
t
@AI Evy how toenable sms on my number in retell pls provide steps
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
### Answer ### Answer SMS capabilities are currently available for Retell Twilio numbers and your own Twilio numbers (US numbers only) . [(1) ]() Option 1: Enable SMS for Retell Twilio Numbers This requires a multi-step approval process that can take 2-3 weeks: *Step 1: Get approved for a business profile (free) * - Create or reuse an existing business profile - Follow the instructions at [Business Profile]() Step 2: Select a brand type and get approved - **Low-volume**: $4 one-time fee, fewer than 6,000 message segments/day to US - **Standard**: $45 one-time fee, 6,000–400,000 message segments/day to US Only one brand can be created per business profile and cannot be changed once created. *Step 3: Get approved for an SMS campaign ($15 one-time fee) * - Fill out your use case and sample messages - Be honest—if actual traffic doesn't match sample messages, your number may be suspended Option 2: Bring Your Own Twilio Number If you already have a Twilio number with SMS enabled: 1. Click on Setup SMS Function in Advanced Add-Ons in your phone number settings 2. Enter your Account SID and Twilio Auth Token from your Twilio Console 3. Once verified, your number is integrated for SMS You'll be notified via email when applications are approved or rejected.
​ To learn more, see the sources I considered: [[1] Send & receive SMS](https://docs.retellai.com/deploy/enable-sms) ​
t
@AI Evy how to setup book on the calendar
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
### Answer ### Answer To set up calendar booking in Retell AI, you'll integrate with Cal.com using two built-in functions: Check Calendar Availability and Book Calendar. [(1) ]() [(2) ]() Step 1: Create a Cal.com Account - Visit [cal.com]() to create an account [(1) ]() Step 2: Configure Event Type - Navigate to "Event Types" in your Cal.com dashboard - Click "New" and configure your event settings - Click "Save" to create the event type Step 3: Get Required Credentials Event Type ID: - Open your created event type - Look at the URL—the event type ID is the number in the URL - Example: ` → 
1427703
is your event type ID API Key: - Go to "Settings" → "Developer" → "API Keys" to retrieve your API key Step 4: Add Functions in Retell Add both the Check Calendar Availability and Book Calendar functions to your agent with: [(1) ]() [(2) ]() - Tool name (must be unique within that agent) - API Key from Cal.com - Event Type ID - Tool description - (Optional) Timezone Step 5: Update Your Prompt Include explicit instructions for when to invoke each function. Example prompts:
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When user stated a time range, please check the calendar availability by calling the `check_calendar_availability` function and let user know whether that range work or not.
[(2) ]()
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When user selected a slot, please book the appointment by calling the `book_appointment` function.
[(1) ]() Important Notes: - The native integration only supports Name, Email, and date/time fields [(3) ]() - Make sure only name and email are set as required fields in your Cal.com event - Ensure timezone settings match between Cal.com and Retell AI
​ To learn more, see the sources I considered: [[1] Book Calendar](https://docs.retellai.com/build/book-calendar) [[2] Check Calendar Availability](https://docs.retellai.com/build/check-availability) [[3] I am not sure how to to link retell and my n8n booking process](https://discord.com/channels/1186424376300679209/1413908347945615361) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
t
@AI Evy How to send email with call transcript to my email id
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
### Answer To send an email with the call transcript, you'll use webhooks combined with an external automation tool (like Make, n8n, or Zapier) . [(1) ]() How it works: 1. Set up a webhook at the agent level to receive call data when calls end [(1) ]() [(2) ]() 2. Subscribe to the 
call_analyzed
webhook event — this carries the transcript and call details after the call ends [(2) ]() 3. Connect to an email service via your automation tool to send the transcript Webhook payload includes: The 
call_ended
and 
call_analyzed
webhooks contain the 
transcript
field. [(3) ]() [(4) ]() [(5) ]() Example transcript format from the payload:
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json
"transcript": "Agent: hi how are you doing?\nUser: Doing pretty well. How are you?\nAgent: That's great to hear! I'm doing well too, thanks! What's up?\nUser: I don't have anything in particular.\nAgent: Got it, just checking in!\nUser: Alright. See you.\nAgent: have a nice day"
[(3) ]() Implementation steps: 1. Configure your webhook URL in agent settings 2. Create a workflow in Make/n8n/Zapier that: - Receives the webhook payload - Extracts the 
transcript
and 
call_id
fields - Sends an email using an email module (Gmail, SMTP, etc.) Note: Make sure your Data Storage Settings are set to "Everything" or "Everything except PII" — if set to "Basic Attributes Only", transcripts won't be stored or available. [(3) ]()
​ To learn more, see the sources I considered: [[1] Webhook](https://www.retellai.com/glossary/webhook) [[2] Error: Invalid webhook response format (make workflow successful) for inbound call](https://discord.com/channels/1186424376300679209/1415141850225971220) [[3] Create Web Call](https://docs.retellai.com/api-references/create-web-call) [[4] Update Call](https://docs.retellai.com/api-references/update-call) [[5] List Calls](https://docs.retellai.com/api-references/list-calls) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
Thanks for the follow-up, @trxgames. I'll get back to you soon.
t
@AI Evy how to subscribe to the call analyzed webhook event pls provide steps
a
​ To learn more, see the sources I considered: [[1] Setup guide](https://docs.retellai.com/features/register-webhook) ​
### Answer ### Answer To subscribe to the 
call_analyzed
webhook event, you register a webhook endpoint and Retell automatically sends all event types (including 
call_analyzed
) to that endpoint. [(1) ]() Steps: 1. Create your server endpoint Set up an HTTP/HTTPS endpoint that accepts POST requests:
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javascript
import { Retell } from "retell-sdk";
import express, { Request, Response } from "express";
const app = express() ;
app.use(express.json() ) ;
app.post("/webhook", (req: Request, res: Response) => {
  const {event, call} = req.body;
  switch (event) {
    case "call_started":
      console.log("Call started event received", call.call_id) ;
      break;
    case "call_ended":
      console.log("Call ended event received", call.call_id) ;
      break;
    case "call_analyzed":
      console.log("Call analyzed event received", call.call_id) ;
      break;
    default:
      console.log("Received an unknown event:", event) ;
  }
  // Acknowledge the receipt of the event
  res.status(204) .send() ;
}) ;
2. Deploy your endpoint online Use a service like Ngrok to make your local endpoint accessible:
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bash
ngrok http <http://localhost:8080>
3. Register your webhook endpoint You have two options: - **Account level webhook**: Set up through system settings → webhooks tab (applies to all agents) - **Agent level webhook**: Set up through the dashboard's agent detail page (overrides account level for that agent) 4. Verify your webhook Start a web call in the dashboard to verify the webhook triggers correctly.
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
t
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
Step 2: Create automation workflow In Make/n8n/Zapier: 1. Webhook trigger — receives the Retell payload 2. Airtable module — creates a new record with call_id, from_number, transcript, timestamps, etc. 3. Email module — sends email to client using extracted data Available call details for Airtable: [(3) ]() [(4) ]() - 
call_id
, 
from_number
, 
to_number
, 
direction
- 
transcript
, 
transcript_object
(with word-level timestamps) - 
start_timestamp
, 
end_timestamp
, 
duration_ms
- 
recording_url
, 
call_analysis
(summary, sentiment) - 
metadata
, 
retell_llm_dynamic_variables
Note: The webhook has a 10-second timeout and retries up to 3 times if no 2xx response is received. [(1) ]()
### Answer ### Answer To get all call details into Airtable and send emails to clients, you'll use webhooks to capture call data, then connect to Airtable and an email service via an automation tool (Make, n8n, or Zapier) . [(1) ]() [(2) ]() Step 1: Set up a webhook endpoint Configure your webhook URL at the agent or account level. Retell will POST call data to your endpoint when events occur. [(1) ]() Webhook events you'll use: - 
call_ended
— triggered when a call completes, includes transcript, caller phone, call_id, timestamps, etc. - 
call_analyzed
— triggered when post-call analysis is complete, includes call summary, sentiment, and custom analysis data Sample webhook payload structure:
Copy code
json
{
  "event": "call_ended",
  "call": {
    "call_type": "phone_call",
    "from_number": "+12137771234",
    "to_number": "+12137771235",
    "direction": "inbound",
    "call_id": "Jabr9TXYYJHfvl6Syypi88rdAHYHmcq6",
    "agent_id": "oBeDLoLOeuAbiuaMFXRtDOLriTJ5tSxD",
    "call_status": "registered",
    "metadata": {},
    "retell_llm_dynamic_variables": {
      "customer_name": "John Doe"
    },
    "start_timestamp": 1714608475945,
    "end_timestamp": 1714608491736,
    "disconnection_reason": "user_hangup",
    "transcript": "..."
  }
}
​ To learn more, see the sources I considered: [[1] Webhook Overview](https://docs.retellai.com/features/webhook-overview) [[2] Webhook](https://www.retellai.com/glossary/webhook) [[3] List Calls](https://docs.retellai.com/api-references/list-calls) [[4] Get Call](https://docs.retellai.com/api-references/get-call) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
t
@AI Evy how to make outbound calls
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
### Answer ### Answer To make outbound calls with Retell AI, follow these steps: [(1) ]() Step 1: Bind an Outbound Agent to Your Phone Number Before making calls, assign an outbound agent to your phone number in the dashboard. This determines which agent handles the call. Step 2: Use the Create Phone Call API Call the API with your 
from_number
(your Retell number) and 
to_number
(destination) :
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javascript
const registerCallResponse = await retell.call.createPhoneCall({
 from_number: '+14157774444', // replace with the number you purchased
 to_number: '+12137774445', // replace with the number you want to call
 // Optional: per-call agent selection and overrides
 override_agent_id: 'agent_abc123',
 override_agent_version: 0, // or omit to use latest
 agent_override: {
 agent: {
 voice_speed: 1.1,
 enable_backchannel: true,
 },

 // retell_llm or conversation_flow overrides are also supported
 },
 retell_llm_dynamic_variables: { // dynamic variables (optional, string values only)
 name: 'John Doe',
 blood_group: 'B+'
 }, 
 custom_sip_headers: { // replace with custom sip headers you want to send (optional)
 X-Custom-Header: 'Custom Value'
 }
}) ;
console.log(registerCallResponse) ;
Key Parameters: - `from_number`: Your Retell-managed or imported number (E.164 format) - `to_number`: Destination number (E.164 format) - `override_agent_id`: Optionally specify which agent handles the call - `retell_llm_dynamic_variables`: Inject dynamic data like customer name into prompts You can also test outbound calls directly from the dashboard by clicking "Make an outbound call" and entering the phone number with country code. [(2) ]() Note: Retell-purchased numbers support calling to [15 countries]() . [(1) ]()
​ To learn more, see the sources I considered: [[1] Outbound Calls (Make Calls)](https://docs.retellai.com/deploy/outbound-call) [[2] How can I create an outbound call](https://retell.discourse.group/t/how-can-i-create-an-outbound-call/132) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
Thanks for the follow-up, @trxgames. I'll get back to you soon.
t
@AI Evy withba custom webhook in make for retell inbound agent , only gives from number, transcript url but no email, transcript notes, full name
a
### Answer The inbound webhook only provides limited data because the call hasn't started yet—it only includes 
agent_id
, 
agent_version
, 
from_number
, and 
to_number
. [(1) ]() For full call details (transcript, notes, etc.) : You need to use a different webhook at the agent level that listens for 
call_ended
or 
call_analyzed
events—not the inbound webhook. [(2) ]() The 
call_analyzed
webhook provides: [(3) ]() - 
transcript
(full text) - 
transcript_object
(with timestamps) - 
call_analysis
(summary, sentiment, custom analysis data) - 
from_number
, 
to_number
, 
call_id
, 
duration_ms
, etc. For email and full name: These aren't automatically captured. You have two options: 1. Pass them via the inbound webhook response using 
dynamic_variables
or 
metadata
if you already have this data in your system: [(1) ]()
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json
{
  "call_inbound": {
    "dynamic_variables": {
      "customer_name": "John Doe"
    },
    "metadata": {
      "email": "john@example.com"
    }
  }
}
2. Use Post-Call Analysis to extract name/email from the conversation—configure custom fields in your agent's post-call analysis settings, then access them in the 
call_analyzed
webhook. [(2) ]() Summary: Set up a separate webhook at the agent level for 
call_analyzed
to get transcripts and analysis data. The inbound webhook is only for pre-call routing/context injection.
​ To learn more, see the sources I considered: [[1] Inbound webhook](https://docs.retellai.com/features/inbound-call-webhook) [[2] Inbound Webhook not working](https://discord.com/channels/1186424376300679209/1417862708769984643) [[3] Get Call](https://docs.retellai.com/api-references/get-call) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
t
@AI Evy how to setup webhook at agent level
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
### Answer To set up a webhook at the agent level, you have two options: [(1) ]() Option 1: Via the Dashboard Register an agent level webhook through the dashboard's agent detail page. When set, account level webhooks will not be triggered for that agent. Option 2: Via the API When creating or updating an agent, use the 
webhook_url
parameter: [(2) ]()
Copy code
javascript
import Retell from 'retell-sdk';
const client = new Retell({
  apiKey: 'YOUR_RETELL_API_KEY',
}) ;
const agentResponse = await client.agent.create({
  response_engine: { llm_id: 'llm_234sdertfsdsfsdf', type: 'retell-llm' },
  voice_id: '11labs-Adrian',
  webhook_url: '<https://webhook-url-here',>
  webhook_timeout_ms: 10000,
}) ;
Key parameters: - `webhook_url`: The webhook URL for the agent to listen to call events. If set, it binds webhook events for this agent to the specified URL and ignores the account level webhook. Set to 
null
to remove. - `webhook_timeout_ms`: Timeout for the webhook in milliseconds. Default is 10,000 ms. Webhook events sent to your endpoint: [(3) ]() - 
call_started
— when a call begins - 
call_ended
— when a call completes (includes transcript, from_number, etc.) - 
call_analyzed
— when post-call analysis is complete (includes full call_analysis object) The webhook has a 10-second timeout and retries up to 3 times if no 2xx response is received.
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
​ To learn more, see the sources I considered: [[1] Setup guide](https://docs.retellai.com/features/register-webhook) [[2] Create Voice Agent](https://docs.retellai.com/api-references/create-agent) [[3] Webhook Overview](https://docs.retellai.com/features/webhook-overview) ​
t
a
Thanks for the follow-up, @trxgames. I'll get back to you soon.
### Answer A 404 error when making outbound calls via Make typically indicates an issue with the 
from_number
parameter. [(1) ]() Most common cause: The 
from_number
must be a phone number purchased through Retell or imported to Retell—you cannot use an arbitrary number. [(2) ]() Verify your HTTP request in Make: 1. Endpoint URL: ` [(1) ]() 2. Headers: - 
Authorization: Bearer <your_api_key>
- 
Content-Type: application/json
3. Payload structure:
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json
{
  "from_number": "+14157774444",
  "to_number": "+12137774445",
  "override_agent_id": "agent_71724df7636716ceb3a7e244c8"
}
[(2) ]() Key things to check: - 
from_number
must be a Retell-managed number (purchased or imported) , not just any phone number [(2) ]() [(1) ]() - The phone number should have an 
outbound_agent_id
configured, or you need to use 
override_agent_id
in your request [(2) ]() - Use 
override_agent_id
(not 
agent_id
) - All phone numbers must be in E.164 format (e.g., 
"+14157774444"
) [(3) ]() If using Twilio numbers: Ensure you've completed the Twilio profile verification—create a primary customer profile, verify it, and assign the phone number to that profile. [(7) ]()
​ To learn more, see the sources I considered: [[1] Getting a 404 error when trying to use create-phone-call through HTTP in make.com](https://discord.com/channels/1186424376300679209/1370700007765704785) [[2] Here is how that can be fixed](https://retell.discourse.group/t/here-is-how-that-can-be-fixed/23) [[3] How can I create an outbound call](https://retell.discourse.group/t/how-can-i-create-an-outbound-call/132) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
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