Exotel Integration

The Exotel Integration enables agents to make and receive phone calls directly from Frappe Helpdesk. By connecting your Exotel account, customer calls can be managed from within Helpdesk, allowing agents to communicate with customers without switching between multiple applications.

The integration also supports optional call recording and configurable incoming call routing using Exotel Flow Builder.

Prerequisites

Before enabling the integration, make sure you have:

• An active Exotel subscription.
• Your Account SID.
• Subdomain.
• API Key.
• API Token.
• Your ExoPhone Number.
• A personal phone number to receive forwarded calls.

Configuring Exotel in Helpdesk

1. Open Helpdesk.
2. Click the workspace menu in the top-left corner and select Settings.
3. Navigate to Telephony Settings.
4. Enable Exotel.
5. Enter your Account SID, Subdomain, API Key, API Token, ExoPhone number, and Personal Number.
6. Enter a Webhook Verification Token. This can be any unique value and will be required while configuring Exotel callbacks.
7. Optionally enable Call Recording.
8. Save the configuration.

Configuring Incoming Call Flow

To allow Helpdesk to receive incoming calls from Exotel, you must configure an Exotel Flow.

Create a Flow

1. Log in to your Exotel account.
2. Navigate to App Bazaar.
3. Create a new App.
4. Design your call flow using the available Flow Builder applets.

Commonly used applets include:

• Dial Whom
• Passthru

Configure Dial Whom

Configure the Dial Whom applet to use a User Group.

You can add multiple agents to the group. Incoming calls are routed to these agents based on the call distribution strategy configured within Exotel.

Configure Callback URL

Inside the Connect API settings, configure the following callback URL:

https://<your-site>/api/method/telephony.exotel.handler.handle_request?key=<webhook-verify-token>

Replace <webhook-verify-token> with the same verification token configured in Helpdesk.

Add Passthru Applets

Add a Passthru applet in both of the following flow events:

• After Call Conversation Ends
• If Nobody Answers

Use the same callback URL for both applets.

Assign the Flow

After saving the flow, assign the newly created application to your ExoPhone number. Once assigned, incoming calls to that number will follow the configured flow and reach your Helpdesk agents.

Making Calls

Agents can initiate outbound calls directly from the Ticket page.

A Call button is available above the ticket details. Clicking this button starts a call using the configured Exotel number.

Incoming Calls

When a customer calls your ExoPhone number, Exotel routes the call through the configured flow and notifies Helpdesk using the callback URL.

Agents receive the incoming call through the Helpdesk call window and can continue working without leaving the application.

Call Window

Whenever an incoming or outgoing call is active, Helpdesk displays a call window containing the call details.

The call window displays:

• Caller name
• Phone number
• Current call status
• Call duration
• Close and Minimize actions

Minimized Call Window

The call window can be minimized while the conversation continues.

Once minimized, it remains accessible from the right side of the navigation bar, allowing agents to continue working on tickets or other Helpdesk pages without interrupting the call.

Call Recording

If enabled in Telephony Settings, calls can be recorded automatically using Exotel’s recording capabilities.

Recorded calls can be useful for quality assurance, compliance, agent training, and reviewing customer conversations.

KYC Requirement

Exotel requires account verification before outbound calling is available.

Complete your Exotel KYC process before attempting to place outbound calls from Helpdesk.

Best Practices

• Verify your Exotel credentials before enabling the integration.
• Use a unique webhook verification token for improved security.
• Always enable Make Passthru Async for callback applets.
• Ensure customer phone numbers include the correct country code.
• Complete Exotel KYC before testing outbound calls.
• Test both incoming and outgoing calls after completing the configuration.