Getting Started
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, letting you package those assistants into a client-ready product with sub accounts, pricing, billing, and a branded client portal. It doesn’t replace Vapi or Retell. 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 doesn’t create or host assistants. You need a Vapi or Retell account with at least one assistant already created. Vapify connects via provider API keys and syncs assistants from there.
What's the correct order to get a sub account fully usable?
What's the correct order to get a sub account fully usable?
Create the sub account, connect provider API keys, sync assistants, assign the correct ones, set pricing (and monthly fee if applicable), set the Billing Start Date to go live, then invite users. Skipping a step here is the most common source of setup issues. See Launch Your First AI Agency for the full path.
What does 'going live' actually mean?
What does 'going live' actually mean?
It means billing activation. Usage after the Billing Start Date becomes billable, provider API keys lock permanently, and call logs begin syncing. You can still update assistant assignments after going live.
Sub Accounts & Client Structure
Why does each client need their own sub account?
Why does each client need their own sub account?
Sub accounts are strict isolation boundaries. Separate assistants, pricing, users, credits, and call logs. Sharing one sub account across clients breaks billing, reporting, and security.
Can the same assistant be used across multiple sub accounts?
Can the same assistant be used across multiple sub accounts?
No. An assistant belongs to one sub account at a time. For similar needs across clients, create a separate assistant per client in your provider.
Does a sub account work before billing is live?
Does a sub account work before billing is live?
Partially. Users can log in, but call logs won’t appear until the Billing Start Date is set.
Assistants & Provider Sync
Why do I see 'No assistants found' even though I created assistants in my provider?
Why do I see 'No assistants found' even though I created assistants in my provider?
Usually an incorrect or unsaved API key, or the assistant list hasn’t been refreshed. Save a valid key and click Refresh Assistant List.
Do assistants need phone numbers to sync into Vapify?
Do assistants need phone numbers to sync into Vapify?
No. Assistants without phone numbers still sync and support web calls.
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?
The monthly subscription is a fixed recurring fee billed automatically via Stripe. Per-minute billing charges based on actual call duration. Most agencies combine both. See Pricing Models.
Are clients charged automatically, or do they manually buy credits?
Are clients charged automatically, or do they manually buy credits?
Credits are agency-assigned only, for promotions or onboarding. Balance is funded by the client via Stripe top-ups and used for per-minute charges once Credits are exhausted. Clients can enable auto top-up. See Wallet & Credits.
Call Logs & Usage
Why aren't call logs or usage showing even though calls were made?
Why aren't call logs or usage showing even though calls were made?
Most often billing isn’t live yet, provider API keys are incorrect, or there’s a brief provider-side sync delay. See Troubleshooting for the full checklist.
Related Articles
- Troubleshooting: symptom-based fixes
- Glossary: term definitions referenced throughout these answers