EExotel 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.

Key Features

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 on 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. For more details, refer to App Permissions & Visibility Guide.

   

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 specific brand, group, and categories for making calls and assigning appropriate brand 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 ‘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 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 Dial Whom Section.

   

6. Choose Sequentially or Equally under Distribute Calls. Select the “Record this call” 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 “Make passthru Async” checkbox, and add 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 (FAQs)

1) What is Exotel and why integrate it with BoldDesk?

Exotel is a cloud telephony platform with virtual numbers and IVR. Integrating it with BoldDesk lets you make/receive calls inside BoldDesk and track real‑time call history in one place.

2) How do I install and configure the Exotel app in BoldDesk?

Go to Admin → Marketplace → Exotel → Install, then enter Exotel Domain, Account SID, API Key, API Token, BoldDesk API Key. Click Next to auto‑generate and copy the Webhook URL and Access Token. Choose whether completed calls should create a Ticket or an Activity, set Permissions, and Save.

3) How do I map an Exotel phone number in BoldDesk?

After installation, click Manage → Add Exotel Number. Give it a Name, map it to the relevant brand, group, and categories for routing and ticket assignment.
Tip: Ensure each agent’s phone number is added in Admin → Agents → Edit.

Add a Hangup applet where indicated.

4) How do I attach the flow to my ExoPhones and verify tickets/activities are created?

Go to ExoPhones → Assign ExoPhones to Flow, pick the flow and phone, then Attach Flow. If tickets/activities don’t appear, confirm:

• You selected Ticket/Activity in the BoldDesk app config.
• The Webhook URL and Access Token are correctly placed in Exotel (Incoming/Missed).
• The agent’s phone number is set in BoldDesk.
• The ExoPhone is attached to the correct flow.