Exotel WebRTC Calling: Feature Description

Learn how to use Exotel WebRTC integration in LimeChat to manage inbound and outbound calls directly within the CRM—without the need for mobile phones.

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Introduction

The Exotel WebRTC integration empowers users to manage all inbound and outbound calls directly within the LimeChat CRM, eliminating the need for mobile phones. This seamless integration allows users to make and receive calls effortlessly through the CRM interface, ensuring a streamlined and efficient calling experience.

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Accessing the Widget

Make sure your widget is in the connected state.

Method 1: Through the side navigation panel

1

Click the "calling" icon present on the navigation panel as highlighted in the screenshot On clicking the calling icon, you will see a list of active voice channel integrations, select the Exotel WebRTC inbox in this case.

2

Now you will be able to see the widget.

Method 2: Through conversations

1

Call Icon will be present on the left side of the Customer name inside the ticket

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Making Outbound Calls

Access the widget using any method defined above.

1

Use "Click to Call" CTA to access the dialing step

2

Now enter the phone number to reach out to/ or it will be autofilled if done through conversations

3

Click on "Call"

4

You will see a screen stating "Calling Agent", click on the Accept CTA to trigger the call with the customer

5

Now you will see the "Ongoing Call" Screen, where you will hear the dialling tune indicating the customer is being called

6

When the call is picked up, the following screen will be visible, with the options to

• Put the call on hold

• Mute

• Hangup

• Take Notes

7

As the call is completed, a ticket is automatically created with the following properties

• The ticket is assigned to the agent who handled the call

• The ticket consists of a link to the recording of the call

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Receiving Inbound Calls

1

Once a call is routed to the user, they will receive two types of notifications

• Ringtone, indicating an incoming call

• A pop-up screen with the option to Accept or Hang Up the call

2

Once the call is answered, the user will be connected with the caller

3

After the call is completed, a ticket will be automatically created having the properties defined in the previous section