Not too long back, when you wanted to connect a call to your team, take voicemail or send email, you had the ability to select a single user or a group. Something like this.
While this option was convenient, its drawback was also that it was convenient to send the call only to a user, and not a group. Over time, we were able to see the effects of this on the customer.
- The clients regularly missed calls because there was only one user to take the calls.
- If the call is routed to a group, in the inbox, you can see calls attended by groups. This isn't possible if you select a user and it would be very diffcult to identify these calls which was routed to an agent via the call flow.
- If you are connecting the call to just one person anyway, you never needed to use Exotel :)
Because these reasons made sense, we have removed the ability to select users to connect calls to, or send voicemails to. You will necessarily have to select a group as shown below: