Steps for Adding Collaborators on WebRTC Exotel

Learn how to properly add and link agents for Exotel WebRTC integration within LimeChat CRM to ensure seamless calling functionality.

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Background

Exotel allows updating agents only through API calls. Agents created directly on the Exotel dashboard do not automatically link to an app_id or webrtc_sdk_id.

If agents are already added on Exotel and an inbox is subsequently created on LimeChat CRM, LimeChat will not be informed about these users by Exotel.

To link agents with the required app_id or webrtc_sdk_id, a specific sequence of actions must be followed. This ensures proper configuration and functionality of the WebRTC-based calling system.

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Steps for Adding Collaborators

Case 1: For customers new to Exotel -

Where the agents are still not added to the Exotel dashboard or whose users were deleted before creating the inbox, as mentioned in Exotel WebRTC Calling - Setup Guide

1. Use the LimeChat UI for Onboarding:

   • Add collaborators directly via the LimeChat UI using the process defined here: User Roles: Setup Guide

2. Automatic Agent Creation:

   • The LC system will automatically create agents on the Exotel dashboard with the appropriate app_id or webrtc_sdk_id.

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Case 2: Existing Clients on Exotel - Users are already present on Exotel Dashboard

For customers already using Exotel, follow these steps based on their requirements:

Method 1: Recreate Agents to Link app_id

1. Delete Existing Agents on the Exotel Dashboard:

   • Remove all existing agents to ensure no conflicting entries remain.

2. Create a New Inbox in LimeChat:

   • Set up a fresh inbox tied to the appropriate app_id or webrtc_sdk_id.

3. Add Collaborators to the New Inbox:

   • Use the LimeChat UI to add collaborators.

   • This action will automatically recreate agents on the Exotel dashboard, linked to the correct app_id or webrtc_sdk_id.

Method 2: Reach out to Exotel support and link new app_id with existing Users

• Coordinate with Exotel to manually link the required app_id with the existing users on their platform.