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Exotel Integration With HelloLeads CRM

Exotel is a highly secure, reliable and scalable cloud-based telephony system. It enables businesses to set up Customer Call Centres without any hassle of physical infrastructure. The marque capabilities like Number Masking, Multi Level IVR, Click-2-Call, Missed Call solution, COD, etc. helps businesses to achieve their telephony needs all in one place.

By integrating Exotel with HelloLeads CRM, you can automatically add Incoming Calls enquires as leads into the CRM and initiate an Outbound call using our Click-2-Call feature, both from the HelloLeads Web and Mobile interface. The Quick to setup integration of a call with HelloLeads CRM saves agents from manual capturing, tracking and improves the accuracy of data capture, Over all tracking and their productivity.

Exotel Benefits

With the Exotel - HelloLeads CRM Integration, you can:

Capture Incoming call – Automatically capture the caller details as lead into HelloLeads CRM, whenever any Incoming call comes on to your customer-facing Exotel Number.
Click2Call - Initiate call directly from the HelloLeads CRM, both Web app and mobile app through the respective Lead page.
Automatic User Assignment – For any new Incoming call, HelloLeads not only captures the it as new leads but automatically assigns it to the user ( or Agent) who attended the call. Hence forth, all calls from this specific lead will be automatically be routed to this user.
Call Activity Details – For each call that comes through Exotel, HelloLeads automatically captures the Mode of call (Incoming / Outgoing / Missed), Call duration, time of Call and Call Recordings and adds in as a activity under the specific Lead
Productivity - Work on either web app or your mobile, you will always be connected with Exotel solution to make outgoing or receive incoming call, thus making Lead capture efficient and improve your productivity.

Prerequisites

In order to have a successful integration with the HelloLeads CRM account, you must complete the following tasks in Exotel:

1. Sign up for an Exotel Account.
2. Verify your account through phone or email.
3. Get your account KYC verified.
4. Purchase ExoPhone to be used by HelloLeads CRM users/agents for inbound and outbound calls.
5. From the API section, make a note of Account SID, API Key and API Token

Setting up of Exotel Integration

In order to set up the integration, follow these five steps:

1. Create Co-Workers and Group
2. Import HelloLeads call flow app
3. Associate the call flow to the ExoPhones
4. Register for a HelloLeads account ( If not already done)
5. Share your Exotel integration details with HelloLeads support team
6. Integration completed

Step 1: Create Co-Workers and Group

To create co-workers and group in Exotel:

1. Login via my.exotel.com, go to the ‘Co-workers and Groups’ section
2. Add all the users of HelloLeads who need to handle calls should be added as co-workers in Exotel, by clicking on Invite co-workers
3. Create a new group, by clicking ‘Add Group’ and add all the co-workers in that group.
4. Order the co-workers ( users in HelloLeads), in the order by which incoming call need to be transferred between them.

Step 2: Import HelloLeads call flow app

To Import HelloLeads call flow into your Exotel application, please follow the below steps

1. Connect with HelloLeads support team to get the app file
2. Connect with the Exotel support team to enable Import / Export option in your Exotel account
3. In your Exotel App, go to Import/ Export option, Click “Import App”.
4. Provide a name for your App under ‘App Name’.
5. Copy and paste the content from the file shared by HelloLeads team. Click “Import” button.

6. You should be able to see the App file in ‘App Bazar’ -> ‘Custom Apps’.
7. In order to create the HelloLeads Plugin Call flow, follow these five steps:

a) Go to the ‘App Bazar’ section and under ‘Custom Apps’ click ‘Edit Call App’ for the new app file that was imported.
b) Once inside the pre-set applet, click Connect Applet

c) In the section ‘We didn't dial anyone... Fallback to 'If nobody answers...' ‘ , click the existing Connect applet
d) In “How do you want to control your Connect params?” , Choose ‘Configure using flow builder here”
e) Under ‘Dial Whom’, choose “Dial a user or group” and choose the group created in ‘Co-worker’ section, to defined the order the incoming call need to be transferred

f) Leave other options as it is.
g) Save the flow and click on Close.

Step 3: Associate the call flow to the ExoPhones

1. Go to the ExoPhones section

2. For the incoming / outgoing number that has been assigned to you, Click the icon under INSTALLED APP. Select the flow created in Step 2 with the ExoPhone.

Step 4: Register for a HelloLeads Account ( if not done already)

Go to www.helloleads.io and click ‘Signup’ to create a new HelloLeads account.

(Or)

In your mobile, download HelloLeads from the Play Store / App store. Register for a new account.

Step 5: Share your Exotel integration details with HelloLeads support team

Share your following Exotel integration details

1. Account SID,
2. API Key
3. API Token
4. HelloLeads list name where leads from incoming call need to be added

to support@helloleads.io with Sub as “ Integration to Exotel “ or to your respective HelloLeads support person.

Step 6: Integration completed

Upon receiving the confirmation from HelloLeads support team, you can do inbound and outbound calls through Exotel from both Web & mobile app of HelloLeads.