This guide shows agents how to place and manage calls with Exotel directly from the BoldDesk Agent Portal—either from the global Call launcher or from a Contact’s details page. You’ll select the Exotel Number to dial from, choose the Contact, and (optionally) link an existing Ticket so call details are recorded where you work. You’ll also learn how to view call history, manually create tickets or activities from specific logs, and add notes to an existing ticket. Depending on your workspace configuration, BoldDesk can automatically create a ticket or activity for inbound, outbound, and missed calls.

Place a Call via Exotel (Agent Portal)

1. Click the Call icon in the bottom‑left toolbar of the Agent Portal.

2. In the provider list, select Exotel.

   

3. In the Exotel panel, click Make a call.

   

4. In Exotel Number (required), pick the number to call from.

5. In Contact (required), search by Name, Email, or Phone Number, then select the contact.

6. In Update an existing ticket (Optional), choose a ticket if you want the call details to post to that ticket.

7. Place the call: Click Call.

   

Click to Call (from a Contact’s Details page)

Prerequisites

• The Exotel app is installed and you have permission to use it.
• The contact has a valid Phone Number on the profile.

Steps

1. Open Contacts → select the Contact → Details tab.

2. In Primary Info, hover over the Phone Number to open the call menu.

3. Click Make an Exotel Call.

   

4. In the Exotel panel:

   • Exotel Number (required): Choose the number to dial from.
   • Contact (required): Pre‑filled with the selected contact (you can change it if needed).
   • Update an existing ticket (Optional): Select a ticket if you want the call details to update that ticket.

5. Click Call to place the call.

   

View call history

1. Click the History icon in the call widget.

   

2. Filter your call log to view All calls or Missed calls.

   

Ticket creation for calls

To manually create a ticket for specific logs, please follow the steps provided below.

1. Click the “Create Ticket” button located in the call logs.
   

   

2. Enter the Caller Name, Caller Email, and Notes if you desire to create a ticket with a new contact.

3. If you desire to create a ticket with an existing contact, find the contact by searching such as Name or Email.

4. Click Create Ticket
   

   

Ticket for outbound calls

Ticket for inbound calls

Ticket for Missed calls

Activity creation for calls

To manually create an activity for specific logs, please follow the steps provided below.

1. Click the “Create Activity” button located in the call logs.

   

2. Enter the Caller Name, Caller Email, and Notes if you desire to create a ticket with a new contact.

3. If you desire to create a ticket with an existing contact, find the contact by searching such as Name or Email.

4. You can also Link the ticket when creating an activity, if needed.

5. Click Create Activity
   

   

Activity for outbound calls

Activity for inbound calls

Activity for missed calls

Add note for existing ticket

To manually add a note for specific logs, please follow the steps provided below.

1. Click the “Create Ticket” button located in the call logs.

2. Select the Ticket and drop some comments in the Add Notes section.
3. Click Update Ticket.

Add note for outbound calls

Add note for inbound calls

Add note for missed calls

Frequently Asked Questions (FAQs)

1. In which regions/circles is Exotel available?
Currently, Exotel is available in 20 countries across the globe. Learn more on where Exotel is available.

2. Does Exotel support calling international numbers?

Exotel supports international calling, but it is not enabled by default. You can request the Exotel team to enable ISD calling services for your account. Learn more on Can calls be made to numbers outside of India using Exotel.

3. What should I do if I encounter an error stating that a call to [095XXXXXXXX] cannot be made because of TRAI NDNC regulations?
If you encounter this error, please visit the following link:

What kind of calls can I make to people who have registered in the ncpr and to people who have not

4. Why isn’t the call coming through Exotel?

There could be several reasons for this. Please refer to the following links:

https://support.I’m logged into the Exotel account but I’m not receiving calls. Why is that?

Calls not reaching my phone

5. Why aren’t tickets created for incoming or missed calls in BoldDesk?

Verify the call workflow in Exotel is set up properly.

6. Why is the recording URL not available for the incoming call?

Choose to Record this call to record incoming calls when setting up the call workflow in Exotel.