Exotel Cellular Calling- Feature Overview

Efficiently manage inbound and outbound calls within LimeChat using Exotel integration. Receive real-time call notifications, track call states, and automatically generate voice tickets.

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Inbound Calls

• Call Notifications

  When an incoming customer call is routed to an agent’s mobile phone, the agent will receive a call notification with a ringtone on the Helpdesk screen.

In this integration we won’t be able to show call connected state, since these events are not processed and sent by Exotel.

• Call Disconnected State

  As soon as the call ends, a call disconnected state would be seen.

  • Call Customer Button: The agents can right away place an outbound call to the customer if required in case of connection failures.

    
• Inbound Call Voice Ticket

  Once the call ends, a voice ticket (in open state) will be created under the Voice inbox.

  • The ticket will contain the Call Recording Link

  • The ticket will be automatically assigned to the agent who picked up the call.

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Outbound Calls- Click to Call

• Call Initiation

  Click to Call feature to place outbound calls can be accessed via one of the 2 methods:

  • Method 1: Call Icon on the Left side panel - The agents will have to enter the customer’s mobile number in the phone number field. Here choose the virtual number and the inbox carefully.

  

  • Method 2: Call Icon on the left side of the Customer name inside the ticket - The customer’s mobile number would be pre-filled in the phone number field.

    
• Calling State When an agent clicks on ‘’Call Now’’ button, the agent will receive a call on their mobile phone and then the customer will be ringed. The following screen will be visible in this state.

  
• Call Connected State

  Once the customer picks up the call, a call connected state will be seen.

  • Call notes: Agents can jot down notes while on call with the customers. This note will be seen as a Private Note in the voice inbox ticket of the respective customer.

    
• Call Disconnected State

  As soon as the call ends, a call disconnected state would be seen.

  • Retry Button: The agents can place an outbound call in 1 click again if required.

    
• Outbound Call Voice Ticket

  Once the call ends, a voice ticket (in open state) will be created under the Voice inbox.

  • The ticket will contain the Call Recording Link and the call note seen as a Private note.

  • The ticket will be automatically assigned to the agent who initiated the call

• Open Previous Ticket Button: If the customer has had a conversation with your Customer Support team before via LimeChat Helpdesk, the agents will be shown this button which will open the latest ticket of the customer. Thus helping the agents to gain context about the customers and their queries if any.

Agents added as collaborators in Voice inbox should also be collaborators of other inboxes (WhatsApp, Email, Website Widget, Facebook, Instagram) to be able to view previous customer tickets.

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Miscellaneous

• All the Settings related to call queues, IVRs, etc need to be configured from the Exotel Dashboard itself.

• A record of Missed calls/Abandoned calls will be seen on the Exotel Dashboard itself.

• In-detail call analytics and reports are available on the Exotel Dashboard.

  Note: There aren’t any new call metrics added in the Analytics section of LimeChat Helpdesk. Although, the voice tickets created will be included in the calculation of metrics in the Ticket Overview Section of Analytics.

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