Campaign Data Innacurate + All calls failing in Retell using ChatDash Outbound Phone numbers
Project Id: 67f00aaf1a4a59e6a2c66878
Hi there. 2 major issues:
I am using two phone numbers provided by chatdash to use for my Retell Outbound Agent. The people that we are calling are all from Georgia and I only use phone numbers with 470 and 912 area codes. However, 99.9999% of my calls ended with a dial failed and status error on retell. The campaign contains 700 people
While running the campaign, and this was also true when running AI test simulations. The leads were very innacurately tagged. All the called were answered, but only some of them were tagged as answered. Out of 1785 attempted calls, 1484 were failed to be sent. Have no idea why. I made sure to only have 15 calls sent every 15 minutes due the 20 concurrent lines limit on retell so I don’t thing that would be the problem.
I also shared some screenshots. You will see one call that was answered in retell but never reported in Chat Dash. This is not very good for any of my client and needs to be fixed ASAP.
Thank you
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Comments3
Jinhyeok Kim
May 16, 2025
Hey Benjamin,
An update on the second issue. There was a importing bug with regards to calls initiated through our campaigns system which may have lead to some inaccuracies in syncing conversation data and tagging leads as answered. The bug has been fixed and I went and re-synced the conversations for your project so the analytics and campaign data for it should be corrected now. However, the more significant issue with your project was the format of the phone numbers as I mentioned in #1 in my previous reply, so if you get that fixed and try running the campaigns I think the calls should be properly going through.
Please let me know after you try that and you still notice any issues!
BENJAMIN ELKRIEFF
May 16, 2025
Thank you @Jinhyeok Kim !
Jinhyeok Kim
May 13, 2025
Hey Benjamin,
Sorry for the delayed response on this.
1. For the first issue, you will have to ensure the phone numbers for the leads are in the E.164 format, meaning in this case the phone numbers should all have a “1” at the start to indicate a US number. Without that, Retell’s API throws an error. Please give that a try and let us know how it goes.
2. For the second issue, I am assuming you mean the “Answered Call” tag for the leads section and you’re saying the leads are not being tagged with that even though you see the call answered on the Retell dashboard (let me know if there is more to this issue I did not get). I think part of the issue is that there is currently an issue on our side with importing in call data when calls are initiated through our campaigns system. We have other tickets in regards to this issue and are actively working on a fix for this (we will let you know when it is fixed). We’re expecting that if that is fixed, the leads should be tagged properly as well since the root cause is that the call data itself is not being imported in properly which we need in order to tag leads.
Please try out what I suggested for #1 and let me know. For #2, I will keep you updated on a fix and we can see from there if the tagging works as well.