Migrate from Retell AI to Edesy

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 language switching

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.