Client portal overview
The client portal is what your client sees when they sign in: a branded view of what their AI agents handled. This guide walks through each page so you know what your clients see and can answer their questions.
To see it for yourself, open a client and select View as client in the Agency only box. The preview is read only and ends after 60 minutes. Select Exit preview in the banner to return to the client’s pages, or Back to agency admin to return to your agency overview.
Signing in
Section titled “Signing in”Your client signs in on your sign-in page with a one-time code sent to their inbox. If you have set up white label, the page uses your custom domain, logo, colours and login template. See Invite a client user for the full sign-in flow.
A client user assigned to one client lands straight on that client’s overview. A user assigned to several clients can switch between them from the breadcrumb.
Overview
Section titled “Overview”The overview opens with the client’s name and the line Live from your AI agents. The portal reads the latest conversations from the client’s provider account whenever a page loads. Your client can switch between the last 7, 14 and 30 days.
| Section | What it shows |
|---|---|
| Conversations handled | The total for the period, the trend against the previous period, the busiest day, the daily average and a Daily conversations chart |
| Resolved | The share of conversations that ended successfully |
| Answered after hours | Conversations handled outside business hours |
| Avg. conversation | The average length of a conversation |
| Staff time handled | The receptionist time the agents covered, from resolved conversations, with an estimated value if you choose to show one. See How staff time handled works |
| Call outcomes | How conversations ended |
| When customers reach out | Conversations by day and time of day |
| Sentiment | How callers felt, where the provider rates it |
| Recent conversations | The latest conversations, one click from the full detail |
A short guided tour explains the overview the first time through. Your client can take it again at any time from search (Ctrl K, or Cmd K on Mac).
Conversations
Section titled “Conversations”Conversations lists every conversation for the period, with totals, staff time handled, success rate and peak hours at the top.
- Search by phone number or conversation ID.
- Filter by date range, sentiment, channel and end reason.
- Open any conversation for the full detail.
Calls and chats sit in one list, and a badge shows each conversation’s channel:
| Badge | Conversation |
|---|---|
| Phone | A phone call |
| Web call | A voice call from a website |
| Web chat | A typed chat on a website |
| A WhatsApp conversation, for ElevenLabs agents | |
| SMS | A text message conversation |
Conversations from help desk and messaging tools connected to an ElevenLabs agent show the tool’s name, such as Zendesk, Slack or Intercom, and Vapi chat threads show as Chat. Web chat and SMS conversations come from ElevenLabs, Retell AI and Vapi agents alike. The Channel filter lists the channels in the client’s conversations, so your client can see only their web chats, for example.
Each call shows:
- the recording, with a player and a download button
- the transcript, which can be searched, copied or downloaded as a text file, and played from any line
- a summary, the outcome, the caller’s sentiment, the duration and the channel
Each chat opens as a chat-style transcript, with the summary, outcome and sentiment where the provider reports them. In the list, chats show their message count where calls show a duration. Chats count in the client’s conversation totals and analytics.
Call pages do not show the provider’s name or the cost of the call. Your clients see your brand, and what their agents did.
Agents
Section titled “Agents”Agents shows how each agent is doing: conversations, success rate, staff time, average duration, after-hours conversations and when it was last active. Open an agent for its call volume by day, peak hours and the mix of inbound and outbound calls.
Agents are built and edited in ElevenLabs, Retell AI or Vapi. The portal reports on them; it does not change them.
Numbers
Section titled “Numbers”Numbers shows each phone number, which agent answers it and how it performs. Numbers come from the client’s provider account.
Analytics
Section titled “Analytics”Analytics covers the chosen period in more depth. A Channel filter at the top narrows every figure to one channel, or shows All channels.
The page opens with four headline figures: Calls Handled (Conversations Handled once the client has chats too), Success rate, Average duration and Positive sentiment. Below them come a Call volume chart, then Call outcomes, Peak call times, Sentiment, Call performance (daily volume and average call length), Call distribution by hour and Call status.
If you show the money estimate for this client, the page leads with value instead. The headline figures are Staff time handled with its estimate, conversations handled, Resolved and After hours, and a Staff time to date chart sits beside Call volume. Staff-time value by time of day, Period-over-period growth and the same outcome, peak time and sentiment charts follow. See How staff time handled works.
Billing
Section titled “Billing”If you bill the client for minutes and show billing to them, a Billing item appears in the client’s menu, after Analytics, for the client users you make billing contacts. Their Billing page shows their plan, minutes this period, payments due to “your provider” (you), invoices and usage, and lets them request or buy more minutes. Other client users do not see it.
On your side, the client’s Billing page is in the Agency only box, with Client settings and View as client. See Client billing for your clients and Bill a client.
What your client cannot see or change
Section titled “What your client cannot see or change”- Your agency pages, settings and your own Voice AI Portal subscription
- Your other clients
- The client’s API key and provider costs
- Client settings and anything else in the Agency only box, including how you set up their billing
Client users can view their portal but cannot change its settings. If you give a client user Allow call deletion (see Invite a client user), they can also delete calls.
On any device
Section titled “On any device”The portal works in a desktop or phone browser. Each user can choose a light, dark or system theme from Account settings.
Next steps
Section titled “Next steps”- How staff time handled works
- Invite a client user
- Product page: Client portal