Exotel

Exotel Integration enables you to make and receive phone calls directly from Frappe CRM. By connecting your Exotel account, sales teams can handle customer conversations, create follow-up tasks, capture call notes, and maintain complete call history without leaving the CRM.

Every call is automatically linked to the corresponding Lead, Deal, or Contact, giving your team complete visibility into customer communication and helping maintain accurate sales records.

Make Calls from CRM

You can initiate calls directly from multiple records within Frappe CRM.

Lead

Open a Lead and click the Call button above the lead details. Calls are placed using the phone number stored in the Mobile No field.

Deal

Within a Deal, calls are made using the Primary Contact in the Contacts section. If multiple contacts exist, ensure the correct contact is marked as primary.

Contact

Open a Contact and click the displayed Mobile Number to immediately initiate a call.

Call Window

Whenever you make or receive a call, Frappe CRM displays a call window containing real-time information and controls.

The call window displays:

• Caller Name
• Mobile Number
• Call Status
• Call Duration
• Notes button
• Task button
• Lead/Deal shortcut button
• Close and Minimize controls

The call window can be minimized while continuing to work elsewhere in the CRM and remains accessible from the navigation bar until the call ends.

Take Notes and Create Tasks

During an active call, you can capture important customer information without interrupting your conversation.

• Notes — Record discussion points, customer requirements, or follow-up information.
• Tasks — Create follow-up activities directly during the call.

Both notes and tasks are automatically linked to the Call Log for future reference and editing.

Configure Exotel

Before using Exotel in Frappe CRM, complete the following setup.

1. Purchase or activate an Exotel subscription.
2. Collect your Account SID, Subdomain, API Key, API Token, and Exophone Number from your Exotel account.
3. Open Settings in Frappe CRM.
4. Navigate to Telephony Settings.
5. Enable Exotel.
6. Enter your Account SID, Subdomain, API Key, API Token, and a Webhook Verification Token.
7. Optionally enable Call Recording.
8. Save the configuration.

Configure Telephony Agents

Each CRM user who will make or receive calls must have a Telephony Agent configuration.

1. Open Desk.
2. Search for Telephony Agent.
3. Create or edit a Telephony Agent record.
4. Assign the CRM user.
5. Add the user’s Exotel number and personal phone number.
6. Mark the appropriate number as the Primary number.
7. Save the configuration.

Ensure the email address configured in the Telephony Agent matches the email used in your Exotel account.

Configure Incoming Call Flow

To allow Exotel to communicate with Frappe CRM, configure your call flow inside the Exotel dashboard.

1. Create a new application in the Exotel Flow Builder.
2. Design the incoming call flow according to your business requirements.
3. Configure the Dial Whom applet using your desired user group.
4. Choose how incoming calls should be distributed among agents.
5. Configure the CRM callback URL using your Webhook Verification Token.
6. Add asynchronous Passthru applets after completed calls and unanswered calls.
7. Save the flow.
8. Assign the application to your Exophone number.

Once configured, incoming calls are automatically logged inside the CRM, allowing users to review call history, notes, and related customer information.

Benefits of Exotel Integration

• Make and receive calls directly from Leads, Deals, and Contacts.
• Automatically maintain call history inside the CRM.
• Create follow-up tasks while speaking with customers.
• Capture notes without leaving the call screen.
• Improve collaboration through centralized communication records.

Best Practices

• Complete Exotel KYC before enabling outbound calling.
• Store all phone numbers in international format with country codes.
• Ensure every sales representative has a correctly configured Telephony Agent.
• Verify webhook URLs whenever your CRM domain changes.
• Test the complete incoming call flow before deploying it to production.