Exotel Cellular Calling - Setup Guide

This document outlines the steps required to set up an Exotel VoIP channel on LimeChat CRM.

This integration facilitates the Virtual Number/IVR cellular calling solution, offering seamless connectivity and efficient call management.

---

Integration Steps

Initiate a mail with the Exotel support team to enable V3 Active Legs API and "Listen barge APIs", as these are essential for ticket creation and webhook handling.

Inbox Creation

To create a Exotel Voice inbox:

1

Go to Settings Section → Inboxes Section → Add Inbox Button → Voice channel → Exotel

2

You will be required to fill the following credentials:

2.1. Inbox Name (This is only for internal purposes and will not be visible to your customers)

2.2. API Key

2.3. Api token

2.4. Subdomain

2.5. Account SID

2.6. Virtual Number(s): you can enter multiple virtual numbers

3

How to fetch these details: Navigate to the Exotel Dashboard

1. Method 1: Go to “Developers” in the right hand panel, this will redirect you to a page where all these details are present

2. Method 2: Click on "API Credentials" button, which will redirect you to the same page

4

Clicking the Create Inbox button will generate an Exotel Voice Inbox and take you to the next step of adding agents. Add agents

5

Once the agents are added, you need to add agents’ mobile numbers which they use to attend calls (same as the ones configured in Exotel Agent Settings) by using one of given ways:

5.1. Account Administrators use Agent Settings: Settings Section → Agents Section → Edit Agent

5.2. Agents use their Profile Settings:

Phone numbers must start with the country code without + sign.

---

Enabling Incoming Webhooks from Exotel Dashboard

1

Go to Exotel Dashboard

2

Click on App bazaar

3

On this page, either create a new app or edit an existing one if you already have an app

4

Flow to be created:

4.1. Call Start: This defines what should be done when a call starts

4.2. Add a "Greeting" Voice applet

4.2.1. In the greeting voice applet, choose an audio to be played when a caller reaches this step

4.2.2. In the next step, add a 'Connect' voice applet. This applet consists of multiple configurations; choose the following options for this setup.

Parameters	Value to be filled
How do you want to control your Connect params?	Configure using flow builder here
Dial Whom	Dial a user or group (And select the relevant group)
Distribute Calls	Choose between "Sequentially" and "Equally" as per your requirement.
Record this call?	Enable this if you want to get a recording of the calls
Create popup	Enter the following endpoint here: https://messaging.limechat.ai/webhooks/v1/exotel.get-event

5

After the call conversation ends

1. Add a "passthrough" applet

   1. In the Pass through applet add the following endpoint

   2. Enable Make Passthru Async

   

6

Save this app

---

Connecting Apps with ExpPhones

1

Navigate to ExoPhone

2

Edit the "Installed App" and select the required app from the dropdown

This completes the setup process.

---