Set up Exotel integration with BoldDesk

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 tracking the call history in real-time.

Key Features

1. Make calls directly from the 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. Configure app permissions - The Exotel app’s visibility depends on role permissions and target modules.
   All agents: By selecting this option, you make the app accessible to all users, regardless of their role or permissions.
   Specific roles: Opting for this choice allows you to restrict the app’s visibility to users who hold specific roles or permissions within your organization.

   

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.

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

   

8. 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’.