Not too long back, when you wanted to connect a call to your team, take voicemail or send an 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.

  1. The clients regularly missed calls because there was only one user to take the calls.
  2. 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 difficult to identify these calls which were routed to an agent via the call flow.

  3. 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 whom connect calls to or send voicemails. You will necessarily have to select a group as shown below:

If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888