Customer storyWith Frigade, Retell guides users to their first live call and beyond.
Conductor answers product and support questions using Retell's own documentation. When customers need to take action, it calls Frigade to guide them through the interface.
The challenge
Getting an agent ready for live phone calls can mean connecting a number, choosing a version, and configuring the tools it will use. Conductor already answered product and support questions. Retell wanted it to show customers how to complete those tasks inside the dashboard.
The solution
Retell connected Frigade Assist API as a tool for Conductor. When a customer needs help using the dashboard, Conductor calls Frigade to generate an on-screen tour that highlights where to click.
- Annualized guidance and support requests
- 750K+
- Estimated support hours saved per month
- 70
- Questions answered or guided in-product
- 92%
About Retell
Retell helps teams build, test, and deploy AI voice agents. Its customers configure conversations, connect phone numbers, and test how their agents handle real calls.
Retell also builds Conductor, an AI copilot inside its dashboard. Conductor helps customers create and improve agents and answers product questions using Retell's documentation. Retell wanted to add guided tours to that same conversation.
“We didn’t want to build this ourselves, and we build agents for a living.”
Building the agent is only part of going live.
Keep one conversation Customers should be able to start a guide from the conversation they already have with Conductor.
Find the path from the customer's goal Someone setting up incoming calls may need to buy a number, import one, or assign an agent to an existing number. The guide needs to lead them through the controls for their chosen path.
Keep engineering focused on Conductor Keeping product tours in step with dashboard changes would add another responsibility alongside Conductor and the voice-agent capabilities Retell's team was developing.
“We wanted Conductor to help someone go from building an agent to getting it on the phone. Frigade gave us the product guidance for those last steps, so we can put our engineering time into our core product.”
Conductor calls Frigade to guide the next step.
Keep the agent Retell built Conductor keeps control of the conversation and decides when to offer a guide. Frigade provides the highlighted steps inside Retell's interface.
Explore Assist APITurn answers into action After explaining how to connect a phone number, Conductor can call Frigade to highlight the controls a customer needs to use.
How on-screen guidance worksPair guidance with planned onboarding Retell also uses Frigade Engage for onboarding flows. The team built its setup checklist around actions in the product, with progress tracked for each customer. Conductor gives customers a place to ask when they need help beyond those steps.
Explore Frigade Engage“We kept our own agent, our interface, and the context of the conversation. We could add product guidance without taking on another system of hand-written tours to maintain.”
Guidance between building and going live.
Conductor can offer guided tours for phone setup, booking tools, and agent versions.
Get the agent answering calls After Conductor explains the setup options, Frigade can guide customers through buying or importing a number and assigning an inbound or outbound agent.
Connect appointment booking Conductor answers questions about Cal.com's availability and booking tools. Frigade can highlight where to attach those tools to a conversation-flow node.
Use the right agent version Conductor explains publishing, rollbacks, and agent versions. When a customer needs to make a change, it can call Frigade to guide the relevant steps in the dashboard.
“When someone asks how to connect a number or set up appointment booking, they're trying to get their agent into production. Having Conductor guide them through those steps helps us support that moment inside the product.”
From a conversation to a guided next step.
Customers can move from Conductor's answer to a highlighted tour of the relevant workflow. Retell keeps its own assistant, documentation, and interface, while Frigade supplies the on-screen guidance.
Guidance at the point of deployment When customers need to connect a phone number, choose an agent version, or configure booking tools, Conductor can call Frigade to highlight the relevant controls and guide each step.
More engineering time for Conductor Frigade supplies on-screen guidance through a tool call. Retell can keep developing Conductor's answers and voice-agent capabilities without building its own guided-tour system.
Fewer tours to maintain by hand Frigade learns Retell's dashboard to generate step-by-step tours. Retell can add guidance without hand-writing each tour.
“We ship fast, and Frigade has kept up without turning into a maintenance burden for our team.”