The Retell Community is where innovators, call center leaders, and AI enthusiasts come together to share ideas, learn best practices, and explore the future of voice automation. Join to connect with peers, get early access to product updates, and collaborate on building human-like AI voice experiences that transform customer service.

Retell AI

I have an agent A which is responsible for general queries, agent A transfer to agent B for oil change bookings. Now Agent B works well but skips toll call.

Are you using a live call transfer / call bridge, or just routing the intent to Agent B?


https://cdn.discordapp.com/attachments/1458086011128250570/1458090697293955103/image.png?ex=695e6048&is=695d0ec8&hm=800d7ae4ae6dacc6efbb50aa88e3ce8f658b75895ee595170229272bd830a9e1&

i am routing the intent to Agent B <@1335889378517585920>

when the customer ask about booking, is it goes to agent b or end the call?

everything seems smooth. but it proceeds without tool calling

she communicates that she have successfully confirmed the booking, but she does not


https://cdn.discordapp.com/attachments/1458086011128250570/1458093908289388754/message.txt?ex=695e6345&is=695d11c5&hm=9b94d313d3a74397532aa23c15832a9aaa30a9ef2e9a0be714f51298bf99c433&

i have tried multiple. here is another backup copy


https://cdn.discordapp.com/attachments/1458086011128250570/1458094271738544201/message.txt?ex=695e639c&is=695d121c&hm=bb832b6b26550ebf040caa128e54e476a0be5d73e8ba99307586ebcbbaa8b113&

i can also share account details and anything else you need.

change it  "Verbally confirm the appointment in one sentence
Immediately call book_oilchange_appointment" in TODAY lOGIC  
to

Call book_oilchange_appointment first.
Only after the tool succeeds, verbally confirm the appointment in one sentence.

<@1335889378517585920> check this
https://cdn.discordapp.com/attachments/1458086011128250570/1458097079170760725/image.png?ex=695e6639&is=695d14b9&hm=ef374a067c62374a5a437f9607dee0dfa3de6a8d148025f0e89221af1434cff3&

the issue seems to be in prompt specially in timing. then agent is not taking 30 to 60 min as exact time force it that it is (30-60 min) exact time

if you think that part is creating issue i will try to remove this part

yes you can remove it then check if its working it means the problem is in timing

resolved with thanks <@1335889378517585920>