Connect Retell AI

You build and run your client’s agents in Retell AI. Voice AI Portal connects to that Retell AI account with an API key, then shows your client their calls, web chats and SMS conversations, with recordings, transcripts and results, under your brand.

Before you begin

Access to the client’s Retell AI account, ideally their own account or workspace.
At least one agent built in that account. Phone numbers are optional but recommended.
For chats, the Retell AI chat agent that answers them. You select it for the client like any other agent.

Create the API key in Retell AI

Sign in to the Retell AI dashboard with the client’s account.
Open Settings, then API Keys.
Select Add and give the key a name you will recognise later, for example Voice AI Portal, Acme Dental.

Choose the key’s permissions. A new key has full access by default, which works. To limit the key, turn on Restrict permissions and set:

Permission group	Access	Why the portal needs it
Agent	Read	To list the client’s agents, including chat agents
Phone	Read	To list the client’s phone numbers
History	Read, or Edit if you want to delete conversations from the portal	To show calls and chats, recordings and transcripts
Call	Edit, only if the client runs outbound campaigns	To place outbound calls

The other groups can stay at No Access.

Copy the key.

Connect the key in Voice AI Portal

Go to Clients and select Add client.
Enter the Client name and choose Retell AI as the provider.
Paste the key into API key and select Validate API Key and Load Assets.
Finish the Add client wizard: choose the agents and numbers for this client, then the regional, staff-time value and outbound settings. See Create a client workspace.

How the portal checks the key

When you validate, the portal uses the key to list the agents and phone numbers in the Retell AI account.

If Retell AI accepts the key, you see Connected and how many agents and numbers were found.
If Retell AI rejects the key, you see an error. Check that you copied the whole key, that it has not been deleted, and that its permissions include Agent and Phone read access.

After that, the portal reads calls and chats from Retell AI each time a page in the client’s portal loads, so your client sees their latest conversations without any export or sync on your side.

What appears in the client’s portal

The client’s Conversations show everything their selected Retell AI agents handled, newest first:

Conversation in Retell AI	Shown in the portal as
Phone call	Phone
Web call	Web call
Web or API chat	Web chat
SMS chat	SMS

Chats open with their transcript, summary, outcome and sentiment where Retell AI provides them, and they count in the client’s conversation totals and analytics.

You set up chats in Retell AI, and the portal reports them. Retell AI runs chats on a separate chat agent, so select that chat agent for the client in Agents & numbers in Client settings, then select Save changes. Until it is selected, its chats do not load. See Set up web chat.

If you manage several clients in one Retell AI account

You can, but choose carefully on the Assets step, and later in Agents & numbers in Client settings: select only the agents and numbers that belong to this client. Everything you select is visible to them. Giving each client their own Retell AI account or workspace keeps things simpler.