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Who this is for

This playbook is for agencies that:
  • Run outbound lead follow-up for multiple clients
  • Need clean separation by client (billing, credits, reporting)
  • Want to avoid adding extra platforms (middleware costs + complexity)

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The client concern this solves

A common objection to outbound automation stacks is:
  • “I don’t want to pay for Knotie and another automation platform.”
With Knotie’s native GHL webhook support, you can often remove the “middleware” layer that was previously used only for payload shaping.

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What you’ll build

A repeatable client delivery process:
  1. Onboard a client as a Customer
  2. Import a phone number (Twilio or Retell)
  3. Assign a voice agent to that number with Outbound enabled
  4. Generate a per-number outbound webhook key (owk_...)
  5. Add a GHL workflow webhook step using that key
For multi-client outbound, plan to import one outbound-capable agent per client (Retell is the most reliable). Agents are scoped to a single customer in the assign-agent picker, so a single shared agent won’t cover all your clients.
Knotie AI Pro Partner Portal — Customers list

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Step 1 — Onboard the client as a customer

  1. Partner Portal → Customers
  2. Create the customer record
  3. (Optional) Enable customer portal access if you want them to see call logs/credits
Quick Onboard modal — form fields for customer name, email, company, and portal access toggle, with a Save button

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Step 2 — Set up credits (so usage is enforceable)

Why credits matter:
  • Agencies need a hard stop to prevent runaway spend
  • Clients need predictable billing
  1. Open customer Manage modal
  2. Go to Credits
  3. Add credits for the customer
Customer Manage modal — Credits tab showing current credit balance, Add Credits button, and transaction history for the customer

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Step 3 — Import and assign a phone number

  1. Partner Portal → Phone Numbers
  2. Import from:
    • Twilio (owned in Twilio)
    • Retell (purchased inside Retell)
  3. Assign the number to the client/customer
The Assign Customer picker is a typeahead — type the client’s first name, last name, or email. The Phone Numbers list shows the contact name, not the brand/company name from your Customers list, so the same client may appear under either name depending on where you’re looking.
Knotie AI Pro Partner Portal — Phone Numbers list with assigned customers

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Step 4 — Assign the outbound agent

  1. In the phone numbers table, click Assign Agent
  2. Select the correct provider agent
  3. Enable Outbound
In the Assign Agent modal, switch the Direction toggle from Inbound Only (the default) to Outbound Only. The default is set up for AI-receptionist use, not for outbound campaigns.
The agent dropdown is scoped to the customer on this number — only agents belonging to that client will appear. If you don’t see an agent, you may need to create or import one for that client first.
Assign Agent modal — agent selector scoped to the assigned customer, with a Direction toggle (Inbound Only / Outbound Only) that must be set to Outbound Only for this flow

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Step 5 — Generate a dedicated webhook key

Each outbound-mapped phone number has its own key.
  1. Open phone number details
  2. Generate Outbound Webhook Key
  3. Store in your agency vault/password manager
The Outbound Webhook section only appears for numbers with an outbound-capable agent assigned. If you don’t see it, double-check the Direction toggle in Step 4 — it must be set to Outbound Only.
Outbound Webhook section in the phone number detail panel — masked owk_ API key with Active badge, Regenerate Key and Revoke buttons, and a curl usage example

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Step 6 — Connect the client’s GHL workflow

In the client’s GoHighLevel account:
  • Add a Webhook step:
    • POST https://connecthub.knotie-ai.pro/api/outbound-call
  • Add Authorization: Bearer owk_...
  • Add required custom data:
    • from_number
    • to_number
  • Add a metadata object with any personalization variables your agent expects
Example body: 
{
  "from_number": "+1XXXXXXXXXX",
  "to_number": "{{contact.phone_raw}}",
  "metadata": {
    "client": "client_name",
    "campaign": "campaign_id"
  }
}

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Delivery checklist (copy/paste)

  • Customer created
  • Credits added
  • Number imported
  • Customer assigned to number
  • Agent assigned to number (Outbound enabled)
  • Outbound key generated and stored
  • GHL workflow published
  • Test lead submitted and call verified

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Best practices

  • Use warm lead timing (call within minutes)
  • Keep your outbound agent CTA simple (book, qualify, route)
  • Rotate numbers if you see spam flagging patterns