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Step 5: Create an agent

Your voice agent is the AI that talks to callers. You build the agent in Retell AI, connect it to Voicent, and then sync it into your workspace. After that, Voicent shows its settings, phone numbers, and every call it handles.

Before you start

  • Your workspace is connected to Retell. See Step 2.
  • You have a phone number in Retell for this agent.
  • You know what the agent should do. Write down its name, its job (for example "answer questions and take messages"), its tone, and the voice you want.

About the wizard step

The onboarding wizard's Create Agent step asks for Agent Name, Purpose, Personality, and Voice. It does not create an agent. Use those answers when you build the agent in Retell: the name becomes the agent name, the purpose and personality go into the prompt, and you pick the voice from Retell's voice list.

1. Build the agent in Retell

  1. In Voicent, click Voice Agents in the sidebar.
  2. Click Open Retell Dashboard.
  3. In Retell, create a new agent. Give it a clear name.
  4. Write the prompt. Describe who the agent is, what it should do, how it should sound, and what it must never do.
  5. Write the first thing the agent says when it answers, for example "Thanks for calling Acme Dental. How can I help?"
  6. Choose the AI model and the voice. See Step 1.
  7. Assign the agent to your phone number for inbound calls.

2. Connect the agent to Voicent

Voicent needs to hear about your agent's calls. This lets it look up caller history and your knowledge base, and save each call's transcript and summary.

  1. In Voicent, go to Settings and open the Webhooks tab.
  2. Under Retell Webhooks, click Copy next to each address: Inbound Call Webhook, Call Ended Webhook, and Call Analyzed Webhook.
  3. Paste each address into the matching webhook setting for your agent or phone number in Retell, as the Webhooks tab describes.
  4. If you are not sure where an address goes in Retell, ask your Voicent contact before you go live.
  5. Back in Voicent, click Test Connection at the bottom of the Webhooks tab. A green message confirms that Voicent is reachable.

3. Sync the agent into Voicent

  1. Go to Voice Agents.
  2. Click Sync from Retell. (If the page is empty, click Sync Now.) A green Synced! badge appears when it finishes.
  3. Find your agent's card. Check the LLM, Voice, and Language, and the phone number shown under the settings.
  4. Click View Details to see everything about the agent, tab by tab: Prompt, Voice & Speech, LLM Settings, Call Settings, Transcription, Post-call Analysis, Tools & MCP, and Webhooks.

Keep your agent up to date

Your live agent always runs on the settings saved in Retell.

Make changes in Retell

Retell agents are view-only in Voicent. To change an agent, click Edit in Retell on the agent page, save your changes in Retell, then click Sync from Retell on the Voice Agents page.

An agent card with a red Removed from Retell badge was deleted in Retell. It stays in Voicent so you keep its call history.

Learn more

What's next

Hear your agent in action: Step 6: First test call.