Reporting a recurring critical issue where our AI agent stops responding mid-call, resulting in long periods of silence. Call ID: call_d3c729a18b83f4093868bad46ae Issue Description: In the specific call mentioned above, the agent failed to respond, and the caller had to wait for approximately 1.5 minutes before hanging up. We have observed several similar cases recently, which is highly disruptive to our operations. Initial Investigation Results: Logs: No errors or API failures are visible in the Retell logs for this interaction. Latency: There were no signs of backend or API latency issues during this period. VAD/Logic: The agent simply did not trigger a response despite the user waiting. Could you please investigate the backend logs for this Call ID to determine if this was a failure in the LLM response generation, a WebSocket "half-open" state, or an issue with Voice Activity Detection (VAD) failing to recognize the end of the user's turn? This is a production-level issue, so a prompt resolution or insight into why this is occurring would be greatly appreciated.

Hi @Rakshit Kalra

thanks - let me know

Hi @Rakshit Kalra Our logs indicate the agent encountered a runtime error: "Tool not found: create_customer." Please verify the agent configuration and ensure the required tool is available and properly integrated.

That's wrong and misleading. You can check the version history and you shall note that this tool was present during the call. In fact on the same version you can see tool being called multiple times. And if it were an actual issue I would see it in the logs myself - but there isnt anything like that in the logs. Lastly, even IF that were the case, even then not having the tool cannot result in agent going "silent" in perpetuity. This was definitely something internal on retellai side.