Agents in the Client Portal

Clients can view and optionally manage the agents assigned to them through the portal. What they see depends on the permissions you grant.

Required Permissions

Permission	Capability
`view_agents`	See agent cards with name, status, provider, and phone number
`edit_agents`	Modify agent prompt, voice, settings, and knowledge base

Without view_agents, the Agents section does not appear in the portal sidebar.

Viewing Agents

With view_agents permission, clients see their assigned agents displayed as cards. Each card shows:

Agent name and status (active/inactive)
Provider — Which voice provider powers the agent
Phone number — The assigned number, if any
Last call date — When this agent last handled a call

Client portal agents page showing agent cards

Clients can search and filter agents by name. Clicking an agent opens a read-only detail view showing the agent’s configuration.

What Clients Cannot See

Even with full permissions, certain agency-level details are hidden from clients:

Agent creation controls (clients cannot create new agents)
Provider API keys and account details
Internal notes or tags added by your agency
Other clients’ agents
Billing details of the underlying provider

Agents must be explicitly assigned to a client for them to appear in the portal. Unassigned agents are only visible in the agency dashboard.

Editing Agents

With edit_agents permission, the agent detail view becomes editable. Clients can modify:

Agent name — Rename the agent
Prompt — Edit the conversation instructions
Voice — Select a different voice from the provider’s library
Greeting message — Change what the agent says first
Knowledge base — Upload or remove reference documents

Client editing an agent prompt in the portal

What Clients Cannot Edit

Even with edit_agents, certain settings remain agency-controlled:

Phone number assignment
Provider selection (Retell, Vapi, or Bland)
Active/inactive status toggle
Widget embed configuration
Client assignment

💡

If you want clients to fine-tune their agent’s behavior without touching sensitive settings, grant edit_agents while keeping phone and provider management under your control.

Agent Status

Clients can see whether their agents are active or inactive but cannot toggle the status. If a client needs an agent activated or deactivated, they should contact your agency.

Test Calls

If an agent has a phone number assigned, clients with view_agents permission can place a browser-based test call directly from the agent detail page. This lets them hear how the agent sounds without using their phone.

⚠️

Test calls consume minutes from your plan allocation just like regular calls.

Best Practices

Start with view-only access — Grant view_agents first, then add edit_agents once the client is comfortable with the platform.
Document prompt guidelines — If clients can edit prompts, provide them with guidelines so they maintain call quality.
Review client changes — Periodically check agents that clients have edited to ensure prompts remain effective.