Migrate from Retell AI

This guide helps you migrate from Retell AI to Edesy. Most migrations complete in 3-5 days.

Why Switch from Retell AI?#

Pre-Migration Checklist#

Gather these from your Retell AI account:

• Agent configurations (prompts, settings)
• Custom LLM settings
• Voice settings (provider, voice ID)
• Phone number inventory
• Webhook endpoints
• Integration credentials (CRM, etc.)

Step 1: Export Retell Configuration#

From Retell Dashboard#

1. Go to your Retell AI dashboard
2. Navigate to each agent
3. Copy the following:
   • General Prompt
   • Begin Message
   • Model settings
   • Voice configuration

Via Retell API#

# Get agent details
curl -X GET "https://api.retellai.com/v1/agents/{agent_id}" \
  -H "Authorization: Bearer YOUR_RETELL_API_KEY"

Save the response for reference during migration.

Step 2: Create Edesy Agent#

Map Retell Fields to Edesy#

Prompt Conversion#

Retell AI:

You are Sarah, a customer service agent for XYZ Company.
Help customers with their orders and inquiries.
Be polite and professional.

Edesy (enhanced):

You are Sarah, a customer service agent for XYZ Company.

ROLE:
Help customers with their orders and inquiries. You can:
- Check order status
- Process returns
- Answer product questions
- Escalate complex issues

PERSONALITY:
Be polite and professional. Use a warm, helpful tone.

LANGUAGE:
Respond in the customer's language. You support English, Hindi,
Tamil, Telugu, and other Indian languages.

RULES:
- Always verify customer identity before sharing order details
- Offer to transfer to human agent if customer requests
- Never promise refunds without verification

Step 3: Configure Voice Settings#

Retell Voice Configuration#

{
  "voice_id": "sarah",
  "voice_provider": "elevenlabs"
}

Edesy Configuration#

1. Go to Agent Setup > Voice Settings
2. Select TTS Provider
3. Choose voice from available options
4. Adjust speed and pitch if needed

Voice Mapping Table#

Indian Language Recommendations#

For Hindi and other Indian languages:

Step 4: Set Up LLM Provider#

Retell LLM Settings#

{
  "llm_id": "gpt-4",
  "temperature": 0.7
}

Edesy LLM Settings#

Navigate to Providers > LLM and configure:

Recommendation: Try gemini-2.5 for lowest latency with good quality.

Step 5: Migrate Function Calling#

Retell AI and Edesy both support OpenAI-style functions.

Retell Function Definition#

{
  "name": "transfer_call",
  "description": "Transfer to human agent",
  "parameters": {
    "type": "object",
    "properties": {
      "department": {
        "type": "string",
        "enum": ["sales", "support", "billing"]
      }
    }
  }
}

Edesy Function Definition#

Copy the same JSON to Edesy's Function Setup. Format is identical.

Built-in Functions#

Edesy provides these without custom configuration:

• end_call - End the conversation
• transfer_call - Transfer to another number
• send_sms - Send SMS to caller

Step 6: Telephony Migration#

Option A: Get New Edesy Numbers#

1. Go to Phone Numbers
2. Browse available numbers
3. Purchase and assign to agent

Option B: Port Retell Numbers#

Contact support to port existing numbers:

• US numbers: Usually 3-5 business days
• India numbers: Usually 5-7 business days

Option C: BYOP (Bring Your Own Provider)#

Keep your existing telephony:

1. Go to Phone Numbers > BYOP
2. Select provider (Twilio, Exotel, etc.)
3. Enter credentials
4. Configure webhook forwarding

Step 7: Webhook Migration#

Retell Webhook Events#

Update Webhook Handler#

Retell payload:

{
  "event": "call_ended",
  "call_id": "xxx",
  "transcript": "..."
}

Edesy payload:

{
  "event": "call.ended",
  "call_id": "xxx",
  "data": {
    "transcript": "...",
    "duration_seconds": 120,
    "recording_url": "..."
  }
}

See Webhooks Documentation for complete payload reference.

Step 8: CRM Integration#

Retell Integrations#

Retell primarily uses webhooks for CRM integration.

Edesy Native Integrations#

Edesy offers native connectors for:

• Salesforce - Bi-directional sync
• HubSpot - Contacts and deals
• Zoho CRM - Full integration
• Freshsales - Lead management
• Custom - Webhook-based

Configure in Settings > Integrations.

Step 9: Testing#

Test Scenarios#

1. Basic conversation flow

   • Call the agent
   • Verify greeting
   • Test common questions

2. Function calling

   • Trigger each custom function
   • Verify webhook delivery
   • Check CRM updates

3. Edge cases

   • Test interruptions
   • Test silence handling
   • Test bilingual (e.g. Hinglish) replies

4. Transfer scenarios

   • Test call transfer
   • Verify transfer audio

Testing Checklist#

• Agent answers with correct greeting
• Conversation flow matches Retell
• Functions execute correctly
• Webhooks fire properly
• Voice quality is good
• Latency is acceptable
• Indian languages work
• CRM integration works

Step 10: Go Live#

Migration Strategies#

Big Bang

• Switch all traffic at once
• Fastest transition
• Higher risk

Phased

• Migrate one use case at a time
• Lower risk
• Takes longer

Shadow Testing

• Run both platforms simultaneously
• Compare results
• Highest confidence

Go-Live Checklist#

• All agents migrated and tested
• Phone numbers configured
• Webhooks updated
• CRM integration verified
• Team trained on Edesy dashboard
• Monitoring set up
• Rollback plan documented

Feature Comparison#

Common Migration Issues#

"Response latency is different"#

Edesy is optimized for lower latency. If you notice differences:

• Check LLM provider (Gemini is fastest)
• Verify STT/TTS settings
• Contact support for optimization

"Voice doesn't sound the same"#

• Try the exact same voice provider/ID
• Adjust speed and pitch settings
• Consider trying Indian-optimized voices

"Functions behave differently"#

• Verify webhook URL is correct
• Check parameter types match
• Review function logs in dashboard

"Transcript format is different"#

Edesy transcripts may have slight formatting differences. Update your webhook handlers to accommodate.

Need Help?#

Our team provides free migration support:

• Migration consultation: Book a call
• Email: [email protected]
• Documentation: Explore our full docs

We've migrated many teams from Retell AI and understand the process well.