Hi everyone, I'm hoping someone can help me. I've been stuck on this for almost 6 hours and feel like I'm missing one small setting somewhere. I'm using an Inbound Call Webhook with Retell and Make.com. My flow is: Retell → Make Webhook → OpenAI → Google Sheets Search Row → Webhook Response → Retell The goal is to retrieve the caller's information from Google Sheets and use it inside the Retell prompt. Everything appears to be working correctly: ✅ Inbound webhook is triggered ✅ Phone number is formatted correctly and matches the Google Sheet record ✅ Google Sheets finds the correct row ✅ Webhook Response returns the caller information ✅ Retell Call History → Detail Logs shows the webhook response with all the correct data Example response:

json
{
  "first_name": "Mark",
  "phone_number": "+61473503315",
  "email_address": "mark@email.com",
  "dental_service": "Teeth Cleaning"
}

I've already tried: * Confirming the correct Inbound Call Agent is attached to the number * Saving and republishing the agent * Matching variable names exactly (

first_name

) * Using variables in both the Welcome Message and Agent Prompt * Testing different webhook response structures * Hardcoding test values * Multiple test calls after each change The issue is that when I use:

text
{{first_name}}

Retell literally says:

text
{{first_name}}

instead of:

text
Mark

What confuses me is that the Detail Logs clearly show Retell receiving the webhook response successfully. My question is: If Retell is receiving the inbound webhook response, how do I correctly access those values inside the prompt? Is there an additional mapping step or a different variable syntax that I'm missing? Any help would be greatly appreciated. Thank you!

I can help with this. Since Retell is receiving the webhook response correctly (as shown in the Detail Logs), the issue is likely with how the webhook response variables are being exposed to the agent prompt. It may require an additional variable mapping step or a different variable syntax than {{first_name}}. Can you share how you've configured the inbound webhook response in Retell and where exactly you're referencing {{first_name}} (Welcome Message, Agent Prompt, or Dynamic Variables section)? That should help pinpoint the missing setting.

@Jaypee What is the update on this Have you gotten it solved?