Recently, we’ve encountered activity from bad actors. As we conduct a thorough investigation into platform-level KYC, our Twilio account has been temporarily restricted from making outbound calls.

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Current Behavior:

1. Outbound dialing with Retell numbers will display a different number and will temporarily fall back to preassigned numbers from Telnyx.

2. Inbound calls to Retell numbers remain functional. However, if an agent initiates a call transfer, a preassigned Telnyx number will be used for the transfer.

Note: SIP REFER for Telnyx is currently unable. If you use call transfer, the caller ID will always display the Retell phone number instead of the transferee’s number.

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Solutions for Full Control Over Outbound Dialing Numbers:

  1. Purchase a Telnyx Phone number and connect it to the agent. Note: SIP REFER for Telnyx is currently unable. If you use call transfer, the caller ID will always display the Retell phone number instead of the transferee’s number.
  2. Use Custom Telephony to connect your own numbers. For more details, visit: https://docs.retellai.com/deploy/custom-telephony.

Our team is working diligently to block bad actors from accessing the platform while ensuring telephony availability for our valued users.

We are committed to resolving this issue as quickly as possible. Thank you for your patience and understanding.

Best,

The Retell AI team

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Deprecating on 4/30/2025