Connect Retell

Wozena runs every voice agent on your own Retell AI account. Connecting Retell is the first thing to do after you create your agency: until you do, you can’t load voices, publish agents, buy numbers or place test calls.

Why you use your own Retell account#

Wozena uses a bring-your-own-key model. You connect your Retell API key once, and Wozena uses it to create and manage agents and phone numbers on your behalf. As the onboarding card puts it: “Agents, numbers and usage stay on your Retell account”.

• Your agents and phone numbers are created in your Retell account, and you can see them there.
• You pay Retell directly for call minutes and telephony, on your own Retell billing.
• You decide what to charge your clients on top. See Client plans and Billing clients.

One Retell account serves your whole agency. Every client workspace uses the same connection. For the bigger picture, read How Wozena works.

Which key to use#

Retell’s API Keys page can list several keys. Pick carefully: Retell signs every call event (call started, call ended, call analyzed) with its webhook key, and Wozena checks that signature with the key you connect. If the two don’t match, Wozena rejects the events. The product gives this guidance next to the key field:

The connection form can’t tell which key is the webhook key. A key without the tag still validates and shows “Connected”. The problem only shows up later: calls happen in Retell, but no call records, transcripts or outcomes reach Wozena, and anything that depends on call events, such as post-call automations, doesn’t run. Provider Connections shows it: “Call events are being rejected” appears under Retell as soon as Retell sends an event the connected key can’t verify.

Find your keys on Retell’s API keys page (in Retell, Settings › API keys).

Connect Retell#

You can connect from Provider Connections at any time, or from the last step of agency setup.

From Provider Connections

1. Open Provider Connections
   In the sidebar, under Agency, click Provider Connections.
2. Start the Retell connection
   Find the “Retell” row (“Voice agents, phone calls and telephony.”) and click “Connect Retell”. A drawer titled “Connect Retell” opens. Use “Open Retell API keys” to jump to your keys in Retell.
3. Copy the webhook key from Retell
   In Retell, copy the key tagged Webhook. The field’s placeholder, “key_…”, shows the format to expect.
4. Paste and connect
   Paste the key into “Retell API key” and click “Connect Retell”. Wozena checks the key with Retell before saving it. When it’s accepted you see “Retell connected”.

Once connected, the Retell row shows:

• A “Connected” badge.
• The counts “Synced agents”, “Active phone numbers” and “Client workspaces”.
• “Encrypted key ending ···· 1234” (with your key’s last four characters). Wozena stores the key encrypted and only ever shows the last four characters.

The card at the top of the page tracks both providers you need. It reads “Everything the platform needs is connected” once Retell and Stripe are both done. To set up Stripe, see Connect Stripe.

During agency setup

The “Go live” step of onboarding has a “Connect your Retell key” card marked “Recommended”. Paste the key and click “Connect”. Open “Which key do I use?” to see the same webhook-key guidance. See Create your agency for the rest of setup.

If Retell doesn’t accept the key, the card changes to “We couldn’t connect to Retell” with the reason and a “Needs attention” badge. Your workspace and brand are already saved: paste a valid key and click “Retry”, or choose “Skip for now — I’ll connect Retell later” and connect it from Provider Connections when you’re ready.

What connecting does and doesn’t do#

Saving the key only stores it. It doesn’t change anything in your Retell account.

Replace the key#

Replace the key when you rotate keys in Retell, or when you connected a key that isn’t the webhook key.

1. Open the replace drawer
   In Provider Connections, on the Retell row, click “Replace key”. The drawer “Replace Retell key” opens.
2. Paste the new key
   Paste the new key from the same Retell account.
3. Validate and replace
   Click “Validate and replace key”. When it succeeds you see “Retell key replaced”.

Replacing is safe to try. “The current key stays active unless the replacement validates successfully.” and “A rejected replacement is never stored.”

Daily key check

We check your Retell key once a day. If Retell rejects it (for example because it was deleted in Retell), the row shows “Key rejected”, calls, publishing and number sync pause, and you get a notification and an email at your notification address. Replace the key to resume. A Retell outage never marks your key as rejected: only an explicit rejection does.

Disconnect Retell

Click “Disconnect” on the Retell row. The confirmation lists what stops working: your agents stop answering and can’t be published, and your numbers stop reaching an agent. Nothing is deleted from your Retell account, and connecting the same account again restores everything.

Switching to a different Retell account#

Your agents and numbers live in the Retell account they were created in. A key from a different Retell account can’t reach them.

If you replaced the key by mistake, replace it again with a key from the original account. Your existing numbers work again once the original key is back.

Troubleshooting#

For more fixes across the product, see Troubleshooting.