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Numbers showing incorrectly on dashboard for Retell agent

Bugs

For the last 2 days, the dashboard has been showing 0 minutes and 0 calls on my agents, even though I can see calls being made on Retell call logs.

This was actually raised to me by my client since they thought the system is down, even though it’s not. Please help resolve this ASAP.

Agent Id of one of the agents this is happening to: agent_44db662723382bc7562922813a

Posted by Nathan Huynh ·
Status: Completed5 comments

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Comments5

  • Nathan Huynh

    •

    Aug 24, 2025

    Hi team, any update on this issue?

    • Jinhyeok Kim

      •

      Aug 25, 2025

      Hey Nathan,

      Unfortunately, I haven’t been able to get a response from Retell support on why the webhooks are not triggering, so we might have to also see if there’s anything more we can figure out on our side in the meantime. At the very least, it seems like the backfill importer is syncing in the calls without issue now.

      The context we have to work with is that we are receiving webhooks for your other agents when I check the Webhook Logs. Not sure which ones are actively making/receiving calls, but for “Kellebrew” and “Precise Selling” outbound agents, I see we have logs for their webhooks.

      Do you have any insight on possibilities as to why the webhooks might not be triggering specifically for the Ajo Angels agent? Any setup/workflow you have specifically for this agent and not for the other ones?

  • Jinhyeok Kim

    •

    Aug 18, 2025

    Hello,

    I am taking a look right now and there are 2 layers of issues.

    First Layer:
    The first issue is that the ChatDash import webhook URL for the agent is not receiving any events from Retell. It seems like you have the correct webhook URL attached to the Retell agent and for some of the other agents you have connected in ChatDash, we seem to be receiving webhook events from Retell, which makes it more uncertain why we are not receiving webhook events from Retell for that specific agent.

    Would you be able to double check for me if the call history for the agent in your Retell dashboard show logs for the webhook events having been triggered? It can be found in the "Detail Logs” section when you click into a call. I will need to determine whether it’s an issue with us not receiving the webhooks or an issue with Retell not sending the webhooks.



    Second Layer:
    In these kinds of cases where there are issues with the import webhook, we also have a backup “backfill importer”, which periodically goes back to import in any calls via Retell’s API that may have been missed by the initial webhook layer. What I am seeing though in our server logs is that we are receiving a 429 error from Retell when trying to fetch calls from their API. Retell doesn’t provide an exact number for their rate limiting, but for this “backfill importer” we make one API request per agent, so I am doubting if it’s us that’s causing the 429 error.

    However, to figure out what’s causing the 429 error, would you let me know if you have any of your own setup/automations that is sending requests to Retell’s API for these agents and you think could contribute to the 429 error? If you don’t have anything like that, then at least we’ll know it’s solely the requests from our side that is causing the error.


    There was a lot of information there, but if you could carefully read it and let me know those 2 things, it will greatly help in troubleshooting why the calls are not syncing in for this agent.

    Thanks!