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retell phone number is not sending proper data
# ❓・ai-evy-support
m
@AI Evy retell phone number is not sending proper data. It is only sending call info not the transscript and stuff. Why ?
a
Thanks for tagging me @Manjot Singh. I'll look through relevant sources and get back to you shortly.
### Answer --- This is likely a timing issue based on which webhook event you're listening to. Different data becomes available at different stages of the call lifecycle: Data availability by event: - 
call_started
— Only contains basic call info (call_id, agent_id, call_status, etc.) [(1) ]() - 
call_ended
— Includes 
transcript
, 
recording_url
, and 
public_log_url
- 
call_analyzed
— Provides the 
call_analysis
object with 
call_summary
Key things to check: 1. Which webhook event are you listening for? If you're only handling 
call_started
, you won't receive transcript data since it's not available until the call ends. 2. Has the call actually ended? The 
transcript
field is only available after call ends. [(2) ]() 3. Are you subscribed to the correct event types? Make sure you're listening for 
call_ended
or 
call_analyzed
events to receive transcript and analysis data. [(1) ]() Expected data in call response after call ends: [(2) ]() - 
transcript
— Full transcription of the call - 
transcript_object
— Transcript as a list of utterances with timestamps - 
recording_url
— Recording of the call - 
call_analysis
— Post-call analysis including summary and sentiment (available after 
call_analyzed
event) Which webhook event type are you currently handling?
​ To learn more, see the sources I considered: [[1] Discord message from @trxgames9630 on 2025-12-17](https://discord.com/channels/1186424376300679209/1294891368505937952/1450680465643016278) [[2] 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.
m
It is not sending call summary
@AI Evy
a
Thanks for the follow-up, @Manjot Singh. I'll get back to you soon.
### Answer The 
call_summary
is part of the 
call_analysis
object, which is only available after the 
call_analyzed
event — not in 
call_ended
. [(1) ]() Webhook event data differences: | Event Type | Data Included | |------------|---------------| | 
call_started
| Basic call information | | 
call_ended
| All fields from the call object except 
call_analysis
| | 
call_analyzed
| Full call data including 
call_analysis
object | To receive the call summary: 1. Subscribe to the 
call_analyzed
webhook event type 2. Handle it in your webhook endpoint: [(2) ]()
Copy code
javascript
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() ;
}) ;
The 
call_analysis
object includes 
call_summary
, 
user_sentiment
, 
call_successful
, and 
custom_analysis_data
. [(3) ]() Are you currently listening for the 
call_analyzed
event specifically?
​ To learn more, see the sources I considered: [[1] Webhook Overview](https://docs.retellai.com/features/webhook-overview) [[2] Setup guide](https://docs.retellai.com/features/register-webhook) [[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.
m
No like when i test through browser, everything works fine but when i call on number the api call doesn’t work
@AI Evy
a
Thanks for the follow-up, @Manjot Singh. I'll get back to you soon.
### Answer --- If web calls work but phone calls don't trigger your webhook properly, there are a few things to check: 1. Webhook Registration Level You have two options for registering webhooks: [(1) ]() - Account level webhook — Set up through the system settings' webhooks tab for events related to any agent under your account - Agent level webhook — Set up through the dashboard's agent detail page (note: if set, account level webhooks will not be triggered for that agent) Make sure your webhook is registered for the agent handling the phone calls. 2. Phone Number Configuration Ensure your phone number is properly configured with the correct agent. The phone number must have an 
outbound_agent_id
or 
inbound_agent_id
configured depending on call direction. [(2) ]() 3. Webhook Timeout & Retries The webhook has a timeout of 10 seconds. If within 10 seconds no success status (2xx) is received, the webhook will be retried, up to 3 times. [(3) ]() 4. Calls That Don't Connect When the call did not connect (like calls with 
dial_failed
, 
dial_no_answer
, 
dial_busy
disconnection reason) , it will not have its 
call_started
webhook triggered. It will still have its 
call_ended
and 
call_analyzed
webhook triggered. To debug: - Check if the phone number is assigned to the same agent you're testing with in the browser - Verify your webhook URL is accessible from the internet - Check your server logs to see if any requests are coming through at all Can you confirm that the phone number is linked to the same agent that works with browser testing?
​ To learn more, see the sources I considered: [[1] Setup guide](https://docs.retellai.com/features/register-webhook) [[2] Register Phone Call](https://docs.retellai.com/api-references/register-phone-call) [[3] Webhook Overview](https://docs.retellai.com/features/webhook-overview) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
m
Yes phone number is linked to the same agent
@AI Evy
a
Thanks for the follow-up, @Manjot Singh. I'll get back to you soon.
### Answer Since the phone number is linked to the same agent and web calls work fine, here are some additional troubleshooting steps: 1. Verify Webhook URL Accessibility Test your endpoint locally first, then ensure it's publicly accessible. You can test with this CURL command: [(1) ]()
Copy code
bash
curl --location 'localhost:8080/webhook' \
--header 'Content-Type: application/json' \
--data '{
  "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": "...",
    "opt_out_sensitive_data_storage": false
  }
}'
2. Check Webhook Response Your endpoint must return a successful status code (2xx) within 10 seconds. [(2) ]() 3. Alternative: Retrieve Call Data via API If webhooks aren't working for phone calls, you can retrieve the full call data (including transcript and call_analysis) using the Get Call API after the call ends: [(3) ]()
Copy code
javascript
import Retell from 'retell-sdk';
const client = new Retell({
  apiKey: 'YOUR_RETELL_API_KEY',
}) ;
const callResponse = await client.call.retrieve('119c3f8e47135a29e65947eeb34cf12d') ;
console.log(callResponse) ;
4. Verify in Dashboard Start a web call in the dashboard to verify the webhook is triggered correctly. [(1) ]() Then compare the behavior when making a phone call. Could you check your server logs to see if any webhook requests are arriving at all when you make phone calls? This will help determine if the issue is with webhook delivery or with your endpoint processing.
​ To learn more, see the sources I considered: [[1] Setup guide](https://docs.retellai.com/features/register-webhook) [[2] Webhook Overview](https://docs.retellai.com/features/webhook-overview) [[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.
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