Exotel is a cloud-based communication platform enabling businesses to manage customer interactions via calls. It offers features such as virtual numbers and IVR systems for seamless communication.
Check out this video tutorial for more details.

Integrate Exotel into BoldDesk to streamline call management processes, enabling businesses to effortlessly make and receive calls and track the call history in real-time.

Supported Capabilities

1. Make calls directly from BoldDesk.
2. Assign multiple Exotel numbers to different categories for prioritization.
3. Monitor real-time call history based on agent phone numbers.
4. Automatically generate tickets after completing outbound, inbound, or missed calls.
5. Manually create tickets based on logged call history.

Install Exotel App in BoldDesk

Follow these instructions to install the Exotel application successfully.

1. Navigate to Admin menu > Marketplace.

2. Find and choose the Exotel app.
   
   

   
   
   

3. Click ‘Install’ to install the Exotel App.
   
   

   
   
   

4. Enter Exotel Domain, Exotel Account SID, API KEY, API Token, and BoldDesk API Key, then click Next.
   
   

   
   
   

5. Generate a webhook URL and access token automatically, then copy them and proceed to Next.
   
   

   
   
   

6. Select either the Ticket or Activity option to update call details upon call completion.
   

   
   
   

7. In the Permission tab, select the appropriate roles for access and click Save to apply the changes. Explore Managing App Permissions and Visibility in BoldDesk.
   

   
   
   

8. Click Save.

Mapping Exotel Phone Number

1. After installation, click the “Manage” button and then select “Add Exotel Number.”
   
   

   
   
   
   
   
   
   

2. Enter a Name for easy identification.

3. Add Exotel Number to a specific brand, group, and categories for making calls and assigning appropriate brands and departments when creating tickets manually or automatically.
   
   

   
   
   

Setup the Call Workflow in Exotel

Create Co-Workers and Group

1. Sign into your Exotel dashboard and navigate to the ‘Co-workers and Groups’ tab.

2. Click the ‘Invite’ button.
   
   

   
   
   

3. Enter Co-Worker details, then click ‘Add’ to invite them.
   

   
   
   

4. Create a new group by clicking ‘Add’ and adding co-workers to it.
   

   
   
   

Configure BoldDesk Plugin Call Flow

1. Go to ‘App Bazar’ and click ‘Create’.
   

   
   
   

2. Enter App Name in the Action Section, then click “OK”.
   

   
   
   

3. Add Connect Applet.
   

   
   
   

4. Make sure “Configure using flow builder here” is selected in connect to control your params section.
   

   
   
   

5. Choose previously created Groups under “Dial a user or group” in the Dial Whom Section.
   

   
   
   

6. Choose Sequentially or Equally under Distribute Calls. Select the “Record this call” option if you want to record incoming calls. Customize the remaining options to suit your needs.
   

   
   
   

7. To create an incoming call ticket, enter the Webhook URL in the “Create popup” section and add a Hangup Applet in the “After call conversation ends” section.

8. Add Passthru Applet in the “if nobody answers” section,
   

   
   
   

9. For missed call ticket creation, enter the Webhook URL in the “Information pass through” section, select the “Make passthru Async” checkbox, and add a Hangup applet at the end of the “In response” section.

Associate the call flow to the ExoPhones

1. Go to the ExoPhones section.
2. Click ‘Assign ExoPhones to Flow’, choose the call flow with the ExoPhone, and click ‘Attach Flow’.
   
   
   
   
   

Frequently Asked Questions

1. What does the Exotel integration add to BoldDesk?
   It allows making/receiving calls in BoldDesk, shows real-time call history by agent phone number, and supports ticket creation for outbound, inbound, and missed calls.

2. What credentials are required during installation in BoldDesk?
   Exotel Domain, Exotel Account SID, API Key, API Token, and BoldDesk API Key.

3. Where do I get the Webhook URL and Access Token used in Exotel?
   They are auto-generated in the BoldDesk Exotel configuration wizard (Webhook step). Copy them before proceeding.

4. Can I control whether call results update a ticket or an activity?
   Yes. During BoldDesk configuration you select either Ticket or Activity for updating call details on completion.

5. How do I map different Exotel numbers to different teams or categories?
   Use Manage → Add Exotel Number in the BoldDesk Exotel app and map each number to the required brand, group, and categories.

6. How do inbound and missed call ticket creation triggers work?
   Exotel calls BoldDesk webhooks with a query parameter. Both calls include accesstoken={AccessToken}:

   • eventname=incomingcall for inbound
   • eventname=missedcall for missed

7. Why doesn’t the Exotel number appear for an agent?
   If the Exotel number shows as unavailable, confirm the agent phone number is configured in Admin → Agents → Edit.

8. Where do I set which roles can use the Exotel app in BoldDesk?
   In the Exotel app configuration wizard Permission tab. Explore Managing App Permissions and Visibility in BoldDesk.

Related Articles

1. How to Make & Log Exotel Calls from the BoldDesk Agent Portal
2. How to Manage Aircall Phone Calls in BoldDesk
3. How to Setup Aircall Integration with BoldDesk
4. How to Manage and Make Phone Calls with Ozonetel in BoldDesk