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First Things First: Connecting Integrations for Your Whitelabel Platform

Learn how to set up your Whitelabel account, connect essential integrations, and access your dashboard before booking your onboarding session.

Welcome to Your Whitelabel Setup!

We’re excited to have you onboard. 🎉
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This guide turns the initial setup into a clear, step‑by‑step path so you can get to a working, branded platform fast.
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Whether you're setting up billing, voice, AI models, or transactional emails, these integrations ensure your clients experience a fully functional, professional interface from day one.
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Overview

The Connections & Integrations section is where you configure all the core third-party services that power your Whitelabel platform — from payment processing and call delivery to branded email and AI voice rendering.
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With this guide, you’ll:

✔ Create your Whitelabel account (separate from any prior core Awaz.ai login)

✔ Connect Twilio, Retell, and OpenAI during onboarding

✔ Access your Whitelabel dashboard (important redirect note below)

✔ Set up SendGrid (transactional email) and Stripe (billing) after dashboard access

✔ Understand optional integrations and common gotchas

Before You Begin (Prepare Your Core Accounts)

Before starting your Whitelabel onboarding, create the accounts you will use for the following providers:

⚠️ Important: Please do not rely on free or trial accounts for your production Whitelabel setup. Make sure the required accounts are upgraded and have valid billing details configured.
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Twilio Requires an Additional Verification Step

Twilio requires more than adding billing details and upgrading from a trial account.

You should also complete your Primary Compliance Profile through Twilio's Trust Hub. This is Twilio's KYC (Know Your Customer) process for verifying the individual or business behind the account.

In your Twilio Console, go to:

Communications → Trust Hub → Profiles

Create the appropriate Individual or Business Primary Compliance Profile and provide the information requested by Twilio.

Depending on the profile type and country, Twilio may request identity details, business information, supporting documentation, government-issued identification, or identity verification.

Submit the profile for review and follow any additional instructions shown in your Twilio Console.

💡 Important: Upgrading your Twilio account and completing your Primary Compliance Profile are separate parts of preparing your Twilio account. Adding a payment method or funds alone does not complete Twilio's identity and compliance verification.

📖 For the complete Twilio setup process, follow our detailed guide: Connecting Your Own Twilio Account with Awaz.ai

💡 Tip: Decide which business accounts you'll use before connecting your integrations. Changing API accounts after connecting them can disrupt your environment.

Onboarding: Create & Connect (Essential Step)

  1. Go to app.awaz.ai (or use the onboarding link in your purchase email) and create your new Whitelabel account.

  2. During onboarding you can upload your logo and icon (you can change these later).

The Integrations Section of Onboarding

In this step you’ll see the essential integrations. Each box has an arrow icon that links you directly to the official site where you can register if you haven’t already.

  • Twilio – click the arrow to visit Twilio and create your account. Make sure your account has been upgraded for production use and complete your Primary Compliance Profile in Trust Hub. Once your Twilio account is prepared, retrieve your Account SID and Auth Token from the Twilio Console as outlined above and paste them into the onboarding form.

  • Retell – click the arrow to visit Retell and create your account. After upgrading and adding billing, generate your API Key from the Retell dashboard. Paste it into onboarding.

  • OpenAI – click the arrow to go to OpenAI. Once your account is active and billing is attached, generate your API Key from this page. Paste it into onboarding.

After entering all three credentials (Twilio, Retell, OpenAI), click Continue to finish onboarding.

⚠️ Important redirect note: After finishing onboarding, you’ll be taken to your default client‑facing site (what your clients would see). You won’t land inside your Whitelabel dashboard automatically.

Access Your Whitelabel Dashboard

  • Return to app.awaz.ai and log in again.

  • You’ll now see your Whitelabel dashboard.

  • From the left menu, go to Whitelabel → Connections & Integrations to continue setup.

Book Your Onboarding Session

After you’ve created your account, attached billing, connected Twilio, Retell, and OpenAI, and accessed your dashboard, you’re ready to schedule onboarding.
📩 The booking link is inside your purchase confirmation email.

You’re welcome to book once you reach dashboard access. Having access first helps us tailor the session to your live environment and give you the most value — even if other pieces are still in progress.

Recommended Next Steps (After Dashboard Access)

These are the steps we recommend before onboarding your first clients.

To deliver a polished, branded experience:

  1. Appearance & Subdomain – finish branding and connect your own domain.
    📖 Guide: Connecting your subdomain to your Whitelabel platform

  2. SendGrid first (Transactional Email) – finalize templates and domain authentication.
    📖 Guide: Setting up transactional emails with SendGrid

  3. Stripe next (Billing & Payments) – connect your Stripe account.

  4. Other integrations as needed

⭐ Continuing Your Setup After Onboarding

Now that you can access your Whitelabel dashboard, here’s how you continue refining your setup. This section breaks down what each integration does and how to configure them in detail so your platform runs smoothly.

Step 1 – Access the Connections & Integrations Panel

  1. Log in to your Awaz.ai dashboard at app.awaz.ai

  2. From the left-hand menu, go to White Label > Connections & Integrations

Each integration card has fields for the keys/tokens provided by that service. Use the summary below to connect quickly.

  • SendGrid (Transactional Emails) — Essential before onboarding clients

    For branded system emails (password resets, invites, confirmations)

  • Stripe (Billing & Payments) — Essential before onboarding clients

    Collect payments from your clients directly inside your platform

    • Click Connect Stripe Account

  • Twilio (Voice/SMS Infrastructure)

    ⚠️ Before connecting Twilio: Make sure you are using an upgraded Twilio account and have completed the required Primary Compliance Profile in Twilio Trust Hub. A payment method or account balance alone does not replace Twilio's identity and compliance verification.

    • Paste Account SID and Auth Token.

    • Voice reachability tip: If calls fail to certain countries, review Voice Geographic Permissions in your Twilio Console and enable the regions you need.

    • SMS note: If SMS messages aren’t going through, make sure your Twilio Messaging settings are configured correctly:

      Trouble Sending SMS with Twilio?

      1. Go to your Twilio Console → Messaging → Services

      2. Click Create Messaging Service and give it a name (e.g., “Awaz”)

      3. Add a phone number or sender ID to the service

      4. Save it — the SMS feature should start working automatically

  • OpenAI (Post-Processing)

    • Paste your OpenAI Project/API Key to power your agents. Awaz.ai uses OpenAI to handle post-call processing and after-call variables.

  • Retell (Voice Rendering)

  • Intercom (Optional)

    • Enable live support chat for your White Label clients

    • Connect your Intercom App ID and Key to offer real-time support from your team, directly from the client dashboard.

🚨 Important Note: Make sure your connected core accounts (Stripe, Retell, Twilio, OpenAI) are paid and verified to access the full range of features on our platform. Free or trial accounts may have limitations that prevent smooth usage.

For Twilio, upgrading the account and adding billing details is not the same as completing Twilio's identity and compliance verification. Make sure you have also completed the required Primary Compliance Profile in Trust Hub.


Step 2 – Enable Voice Geographic Permissions in Twilio

If you're experiencing issues with call connectivity, it may be due to restricted geographic settings in your Twilio account. To ensure calls go through, you’ll need to enable Voice Geographic Permissions.


​To do this:

  1. Go to Twilio Voice Geographic Permissions.

  2. Search for "geo" to locate the “Voice Geographic Permissions” setting.
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  3. Under the “Elastic SIP Trunking” section, locate the country or region you're trying to call.

  4. Enable voice calling for that country by checking the appropriate box.

  5. Save your changes.

💡 Tip: Enabling the correct geographic permissions ensures your AI agents can reach global contacts without interruption.
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Step 3 – Connect & Save

Once your credentials are added:

  1. Click the Connect button on each integration box after entering the required keys.

  2. Or, click Save Updates to apply all changes.

💡 Tip: Once successfully connected, the integration will remain active for your entire platform—ensuring smooth and branded operations across billing, emails, voice, and AI.

Need Help?

We’ve got plenty of resources to assist you!

📺 Tutorial Videos: Watch step-by-step guides
🔑 Login / Sign-up: Access Awaz.ai
📖 Help Center: Visit our knowledge base
📧 Support Email: [email protected]

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