What to test before letting a voice agent handle 'Where's my order?' calls
shubhamranga · reddit · 2026-09-11
The author is evaluating voice agents for customer support and flags a subtle Retell doc detail: interrupting the agent doesn't cancel an in-flight API request. Before go-live, they propose testing: correcting a wrong order number (does the agent use the new one, and verify identity first?); handling missing orders or timeouts gracefully; whether claimed account notes actually land under the right customer without duplicates on retry; and warm-transfer context handoff to humans, including what happens when nobody picks up. They're soliciting issues that only surfaced with real callers.
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