Exotel is a cloud telephony solution. Using BIK <> Exotel integration you would be able to make calls to customers from the BIK dashboard itself and also see the logs of the call in the chat activity.
Integrating Exotel With BIK
Go to the integrations screen and enter the credentials associated with exotel
Add the following credentials
Key Id → Api Key (Username)
Key Secret → Api Token (Password)
Sub domain and Account SID information can be found in header part of the same page
To get the above credentials you can go the developers portal in exotel
You can ignore agent phone numbers and exo phone numbers
Using the exotel integration
Exotel Features
Inbound Call
Ability to receive calls from the BIK Dashboard
Inbound call has to be received from the phone itself.
Outbound Call
Ability to call from the BIK Dashboard
Logs
Show logs in the CRM around call activity
In helpdesk ticket you should be able to see phone icon on successful exotel connection
Agents can go to the settings and add their numbers, that number will be used for making the calls
Once you make the call the logs will be visible
FAQs
1. Do I need to be logged into Exotel separately to make calls?
No, once you have integrated Exotel with BIK and added your agent number, you can make outbound calls directly from the BIK dashboard.
2. Where can I see the call logs?
Call logs will be visible in the chat activity section within the Helpdesk ticket view after a call is made or received via Exotel.
3. Can I receive calls directly within the BIK dashboard?
Inbound calls must still be received on your phone. The BIK dashboard will log the activity, but calls cannot be answered from within the app.
4. What phone number will be used to make outbound calls?
The number added by the agent in their profile settings will be used for making outbound calls via Exotel.
5. I don’t see the phone icon in the Helpdesk. What should I do?
Ensure that the Exotel integration is properly configured with the correct API credentials and that your number is added in your agent settings.
6. Do I need to configure Exo phone numbers or agent numbers during setup?
No, you can skip entering Exo phone numbers and agent phone numbers during the integration process. Only the agent’s own number needs to be added in settings.
For further assistance or to raise feature requests related to Exotel Integration, please contact [email protected].