Different greeting when calling compared with chat
# ❓・bug-reportf
Fer
03/03/2026, 2:17 PMHi, my conversation flow agent with id agent_ca0a3a9f69714b18f2953fd9e8 transfers a call to another agent with id: agent_29b9130dcd239e83315168b8eb. The greeting message is static and when I test it with the chat it works fine, but when I test it with the test call it does not say the greeting he is supposed to. It weirdly says the greeting from another agent he is not aware of
s
Shehroze -Support @Retell
03/03/2026, 2:24 PMHi @Fer what model are you using
f
Fer
03/03/2026, 2:25 PMgpt 4.1. But it shouldnt be caused by the model since it is a static message
s
Shehroze -Support @Retell
03/03/2026, 2:25 PMOk I check with the team
f
Fer
03/03/2026, 2:28 PMthanks
s
Shehroze -Support @Retell
03/03/2026, 2:32 PMHi @Fer can you send a call id
f
Fer
03/03/2026, 2:42 PM@User call_0465396f1719f8c0af9eea90681
Fer
03/03/2026, 3:45 PMhi @Shehroze -Support @Retell any update on what could be happening?
s
Shehroze -Support @Retell
03/03/2026, 3:49 PM@Fer Team is looking into it
f
Fer
03/04/2026, 10:35 AMHi @Shehroze -Support @Retell Any update on the matter? It is urgent. It should have been in production yesterday
Fer
03/04/2026, 5:09 PMHello @Shehroze -Support @Retell could I have an update? Thank you!
s
Shehroze -Support @Retell
03/04/2026, 5:12 PMI have notify the team again
Shehroze -Support @Retell
03/04/2026, 5:20 PMHi @Fer team is still investigating
f
Fer
03/04/2026, 5:32 PMGreat. I try to duplicate the flow again and It keeps happening
Fer
03/04/2026, 8:52 PM@User In the meanwhile, could you or the team give me a recommendation of what should I try more?
Fer
03/09/2026, 9:05 AMHi @Shehroze -Support @Retell any update? It has been almost a week
s
Shehroze -Support @Retell
03/09/2026, 8:26 PMHi @Fer can you try again now
o
Omar Ashraf | Community Lead
03/09/2026, 8:32 PMCan you record a quick video of the issue still persist
f
Fer
03/10/2026, 11:06 AMAs you can see in the video the greeting message is different between the call and the chat even though the agent has a static message configured
https://cdn.discordapp.com/attachments/1478395817139372232/1480884479399825588/Grabacion_de_pantalla_desde_2026-03-10_12-00-35.webm?ex=69b14ca5&is=69affb25&hm=049d991be39a10434a38dc33bd2b1e1319c18ac422fc09a9e5e1ef7d99f6dade&
Fer
03/10/2026, 11:07 AMThe error probably is that the transfer agent does not use the static message and only looks in the prompt because if I change the prompt it changes the greeting
Fer
03/16/2026, 2:58 PM@Shehroze -Support @Retell @Omar Ashraf | Community Lead