Hi Retell team, We are running a long-form voice survey and are experiencing hard call termination whenever the ASR detects “bye” or similar phrases, even when the user does not intend to end the call (for example, “five” being misheard as “bye,” or phrases like “no union representative”). This appears to be happening before the agent prompt is applied, so prompt-based hangup rules cannot prevent it. The behavior is causing survey drop-off and lost responses. Request: Please disable keyword-based auto hang-up (e.g., “bye,” “goodbye,” similar tokens) for this agent or workspace, or gate it behind explicit confirmation (“Do you want to end the survey?”). This is critical for our survey use case. Thanks.

Hey @kyu

Hi @Shehroze -Support @Retell, thanks for the info. I already implemented boosted keywords to reduce ASR misrecognition as well as turned on Optimize for Accuracy. I also updated my prompts to have explicity confirmation before hanging up. Unfortunately, it still keeps happening. However, I'm not sure what your End Call tool is. Where can I find this? I haven't tried this yet.

You can see these docs for the End Call tool End call - Retell AI https://share.google/kxwt7Oa9VO8B73RiO

That worked, thanks!