Getting Started & Core Understanding
What exactly is Vapify, and how is it different from using Vapi or Retell directly?
What exactly is Vapify, and how is it different from using Vapi or Retell directly?
Vapify is a white-label management and billing layer for voice AI agencies. Vapi and Retell run the actual calls and host your assistants. Vapify sits on top of them and lets you package those assistants into a client-ready product with subaccounts, pricing, billing, and a branded client portal. Vapify does not replace Vapi or Retell, and assistant creation still happens in those provider dashboards.
Do I need an existing Vapi or Retell account before using Vapify?
Do I need an existing Vapi or Retell account before using Vapify?
Yes. Vapify does not create or host assistants. You must have a Vapi or Retell account with at least one assistant created in the provider. Vapify connects using provider API keys and syncs assistants from there.
What are the exact steps required to get a subaccount fully set up and usable?
What are the exact steps required to get a subaccount fully set up and usable?
The correct setup order is: create the subaccount, connect the provider API keys, sync assistants from the provider, assign the correct assistants, set per-minute pricing (and monthly fee if applicable), set the billing start date (go live), and then invite users. Skipping any of these is the most common cause of setup issues.
What does “going live” or “activation” actually mean in Vapify?
What does “going live” or “activation” actually mean in Vapify?
Going live is billing activation. When you set the billing start date, billing begins from that date forward, usage after that date becomes billable, the provider API keys become locked, and call logs begin syncing. You can still update assistant assignments after going live. Call logs are not synced until the subaccount is live.
Subaccounts & Client Structure
Why does each client need their own subaccount?
Why does each client need their own subaccount?
Subaccounts are strict client isolation boundaries. Each subaccount has its own assistants, pricing, users, billing and credits, and call logs. Using one subaccount for multiple clients breaks billing, reporting, and security.
Can the same assistant be used across multiple subaccounts?
Can the same assistant be used across multiple subaccounts?
No. An assistant can only belong to one subaccount at a time. Each subaccount represents one client, and assistants should never serve multiple clients. If you need similar assistants for multiple clients, create separate assistants in the provider and assign each to the appropriate subaccount.
What happens if I assign the wrong assistants before a subaccount goes live?
What happens if I assign the wrong assistants before a subaccount goes live?
If the subaccount is not live yet, you can remove assistants and assign different ones. Once the subaccount is live, you can still add and remove assistants as required, but you cannot edit the provider API keys.
Does a subaccount still work if billing is not live?
Does a subaccount still work if billing is not live?
Partially. Users can still log in and access the dashboard, but call logs are not synced until the subaccount is live. You must set the billing start date before call logs will appear.
Assistants & Provider Sync
Why do I see “No assistants found” even though I created assistants in Vapi?
Why do I see “No assistants found” even though I created assistants in Vapi?
Common causes are an incorrect API key, the key not being saved correctly, or the assistant list not being refreshed. Save a valid provider key in the subaccount and click “Refresh Assistant List” to re-sync.
Why do assistants appear in one subaccount but not another?
Why do assistants appear in one subaccount but not another?
Assistants are tied to the provider account connected to each subaccount. If assistants appear in one subaccount but not another, the subaccounts are using different API keys, the assistant list was not refreshed, or the assistants belong to a different provider account.
Do assistants need phone numbers to show up in Vapify?
Do assistants need phone numbers to show up in Vapify?
No. Assistants can still be synced even without phone numbers. This supports web calls made to the assistants.
Billing, Credits & Pricing
How does the monthly subscription fee differ from per-minute billing?
How does the monthly subscription fee differ from per-minute billing?
They serve different purposes. The monthly subscription is a fixed recurring fee (e.g., a platform or retainer charge) billed automatically through Stripe. Per-minute billing charges clients based on actual call duration — the more they use, the more they pay. Most agencies combine both: a monthly fee for predictable base revenue, plus per-minute charges for usage.
Is the monthly fee a retainer, usage fee, or included minutes?
Is the monthly fee a retainer, usage fee, or included minutes?
The monthly fee is a retainer or platform access fee by default. Usage is billed via per-minute pricing. If you want bundled minutes, that is a pricing strategy you implement as a package model and should verify how it is configured in your current plan and UI.
Do clients have to manually buy credits, or are they charged automatically?
Do clients have to manually buy credits, or are they charged automatically?
Credits and balance are different. Credits are assigned only by the agency and used for promotions or onboarding. Balance is funded by the client via Stripe top-ups and is used for per-minute charges after credits are exhausted. Agency clients can enable auto top-up so the balance replenishes automatically when it drops below a set threshold. Credits are always consumed first, then balance.
Call Logs & Usage
Why are call logs or usage not showing even though calls were made?
Why are call logs or usage not showing even though calls were made?
Common causes include billing not being live yet, incorrect provider API keys, delays in provider syncing, or calls made outside the subaccount context. Call logs sync automatically, but short delays can occur depending on provider status or rate limits.