Retellai Admin Dashboard

Retell Admin Dashboard is a multi-tenant SaaS admin platform built for Internet Service Providers that need to run AI-powered customer support from one place. It connects Retell AI voice agents with Sonar’s GraphQL API so ISP teams can manage agents, phone numbers, call history, and billing-related workflows without wrestling with fragmented tools.

The goal was straightforward: cut repetitive support work, improve response times, and let ISP operators configure voice agents without deep telecom or AI expertise. Each ISP gets an isolated company workspace with its own configuration, agents, numbers, calls, and integration credentials.

Privacy note on gallery images: the screenshots shown here are AI-generated representations based on the real product UI. They use fictional company names, sample phone numbers, and dummy records. We intentionally did not share production screenshots containing real client information, credentials, calls, or live data.

ISP support teams answer the same questions every day: current balance, bill due dates, payment help, service outages, and requests to transfer to a human. Payment calls are especially costly: agents look up methods on file, take card details, and often set up autopay by hand. Handling that volume manually burns staff time and leaves customers waiting, especially outside business hours.

At the same time, voice AI and billing systems rarely ship as one product. Operators need a way to create agents, assign inbound numbers, wire Sonar account data, and review transcripts and recordings - all with clear separation between companies. Retell Admin Dashboard solves that by giving administrators a central control plane for multi-ISP operations while keeping each tenant’s data and credentials strictly scoped.

AI does not replace the support team. It absorbs repetitive conversations so people can focus on cases that need judgment, while the platform still supports human call transfer when automation is not enough.

Workspace and company administration

• Create and manage multiple ISP company workspaces
• Configure company information and Sonar integration credentials
• Separate administrator access (all workspaces) from company access (authorized workspace only)

Voice agent operations

• Create and manage Retell AI voice agents
• Select voices and configure agent behavior
• Assign inbound phone numbers
• Configure call-transfer destinations
• Enable or disable agents as needed

Call intelligence and review

• Search and filter customer call history
• Listen to call recordings
• Review transcripts, duration, status, and disconnect reasons
• Support workflows such as customer identification, balance inquiries, invoices, payment assistance, autopay, service questions, and transfers

On-call payments and autopay

• Customers can pay directly during the call when they choose to settle a balance right away
• The agent checks payment methods already on file in Sonar before collecting anything new
• Supported methods include cards and bank cards
• If no payment method is on file, the agent can walk the caller through adding a new card on the spot
• After a card is added (or selected), the agent asks whether the customer wants that method set as autopay
• If the customer agrees, the platform enables autopay on Sonar for that payment method so future bills can be collected automatically

Billing and post-call automation

• Manage billing, payment, and customer-support related operational flows from the dashboard
• After every call: automatic email summaries to configured recipients
• Notes and call details written back to the customer’s Sonar account
• Transcripts scrubbed to hide confidential data (card numbers, account IDs, and similar fields)
• Sensitive spoken information replaced with a beep in the recording so authorized teams can review sanitized audio and text safely

Web application: Next.js 16 and React 19 for the dashboard UI, with TypeScript across frontend and backend for type-safe development. Tailwind CSS powers the responsive interface.

APIs and integrations: REST APIs for dashboard communication; Retell AI for conversational voice agents and call management; Sonar GraphQL API for ISP customer, account, billing, service, and payment operations.

Security and access: JWT-based authentication with role-based access control, so platform administrators can manage every ISP workspace while company users only see their authorized tenant and operational data.

Cloud and infrastructure: AWS for scalable deployment, with Pulumi for Infrastructure as Code and repeatable environment provisioning.

Runtime flow: when a customer calls an ISP, Retell answers with the configured agent, backend services talk to Sonar over GraphQL, and routine requests complete automatically - including on-call payments against methods on file, adding a card when none exists, and optionally enabling Sonar autopay. Calls that need a person transfer to the configured support number. Results, recordings, metadata, and transcripts then surface in the dashboard.

True multi-tenancy was non-negotiable: every workspace must keep its own agents, phone numbers, call records, and Sonar credentials. A single leaked query or shared cache key would expose another ISP’s customers.

Voice plus billing means two different reliability models. Retell handles live conversation; Sonar holds account truth. Keeping agent actions aligned with GraphQL responses - timeouts, partial failures, and transfer handoffs - without leaving the customer stuck mid-call required careful orchestration.

Privacy after the call added another hard requirement. Summaries, Sonar notes, transcripts, and recordings are useful for support teams, but they can contain card numbers and account identifiers. Shipping scrubbing and audio redaction without breaking review workflows was as important as the live agent itself.

Finally, role boundaries between platform admins and company users had to stay consistent across REST routes, UI navigation, and JWT claims so operational data never crossed tenant lines.

I modeled every request around an explicit company workspace context. JWT claims and server-side checks resolve the active tenant before agents, numbers, calls, or integration credentials are loaded, and admin-only routes are gated separately from company-scoped APIs.

For the live path, backend services mediate between Retell and Sonar GraphQL: the agent retrieves customer, account, billing, and service data through controlled server calls, completes routine requests automatically, and transfers to the configured human number when needed. For payments, the flow checks cards and bank cards on file, charges when the caller wants to pay now, offers to add a payment method if none exists, and - if the caller opts in - sets that method as autopay in Sonar. Call artifacts (recordings, metadata, transcripts, status, disconnect reasons) are persisted for dashboard search and review.

Post-call automation runs as a deliberate pipeline: email summary to configured recipients, Sonar notes with call context, transcript scrubbing for sensitive fields, and recording beeps over spoken secrets. Authorized users review sanitized material instead of raw production PII.

On infrastructure, Pulumi on AWS keeps environments repeatable so the same isolation and deployment patterns apply across stages without one-off cloud console drift.

Retell Admin Dashboard shows how voice AI, telecom integrations, cloud infrastructure, and ISP management systems can work together as a practical automation platform - not just another chatbot.

For ISP teams, the impact is concrete: 24/7 assistance, less repetitive call volume, shorter waits, more capacity for complex issues, clearer visibility into every interaction, and easier scaling across multiple company workspaces without proportional headcount growth.

The project also reinforces a product principle I care about in multi-tenant SaaS: isolation, role-aware access, and privacy-preserving review are part of the feature set, not afterthoughts. That is what makes an AI voice stack safe enough to run against real billing systems.