Exotel Integration With Zoho 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 Zoho CRM, you can get intimation of Incoming Calls and initiate an Outbound call using our Click-2-Call feature, all from the Zoho CRM interface. The seamless integration of a call with Zoho CRM Contacts, Events & Tasks, saves agents from context switching and improves their productivity.


Exotel Benefits


With the Exotel - Zoho CRM Integration, you can:

  • Call Intimation - Get the notification on your Zoho CRM screen, whenever any Incoming call comes on to your customer-facing Exotel Number.

  • Follow-Up - Ability to create a new Task, Event or Call as follow-up after every Incoming Call.

  • Click2Call - Initiate call directly from the Zoho CRM Dashboard from Contacts, Missed Calls and other relevant sections.

  • User Mapping - Map the Exotel Users to Zoho CRM Users and enable Click2Call selectively.

  • Recordings - Call Recordings getting automatically added to the completed calls

  • Missed Calls - Missed Calls automatically getting added under Activities and Calls

  • Productivity - Work on just one interface (Zoho CRM) and improve your productivity by eliminating context-switching.

Prerequisites

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

  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 Zoho 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. Configure Zoho CRM Call flow

  3. Associate the call flow to the ExoPhones

  4. Enable Integration via https://zohocrmplugin.exotel.com/

  5. Map the Zoho CRM Users to Exotel Co-Workers in the Integration interface and enable Click-2-Call (if required)

Step 1: Create Co-Workers and Group

To create co-workers and group in Exotel:

  1. Login via my.exotel.com, go to ‘Co-workers and Groups’ section

  2. Add all the co-workers corresponding to Zoho account, by clicking on Invite co-workers

  3. Create a new group, by clicking ‘Add Group’ and add all the co-workers in that group

Step 2: Configure Zoho Plugin Call flow

In order to create the Zoho Plugin Call flow, follow these five steps:

  1. Go to the ‘App Bazar’ section and under ‘Custom Apps’ click on the ‘Create’ button

  2. Provide the App Name and click on OK.

  3. Add a Connect Applet 

                         

  1. Select the Group as created earlier, under ‘Dial a user or group’ option.

  1. Under the ‘Distribute Calls’ section, select ‘Sequentially’ and remaining options as shown below:

  1. Let ‘Music on Hold’ be set as ‘Default Tone’ or if you want Custom Tone, please select it and upload the file to be used.

  2. Under ‘Create popup…’ section, enter this URL (modify the exotel account name in it by your exotel account name:

https://zohocrmplugin.exotel.com/callback/exotel/{account_name}/createpopup

Note: Account_name can be taken from the URL just after my.exotel.com/{account_name}

E.g. https://zohocrmplugin.exotel.com/callback/exotel/exotel001/createpopup 

                         

  1. After the Call Conversation ends, add a Passthru. In that passthrough enter this URL (change the account_name):

https://zohocrmplugin.exotel.com/callback/exotel/{account_name}/incomingcallhungup

  1. In the section ‘If Nobody Answers..’, select Go To and add a Passthru:

Enter the pass-thru URL ( change the account_name) as:

https://zohocrmplugin.exotel.com/callback/exotel/{account_name}/callmissed


                    


                 

  1. Save the flow and click on Close.


Step 3: Associate the call flow to the ExoPhones

  1. Go to ExoPhones section

  1. Click on the button ‘Assign ExoPhones to Flow’ and select the flow created in Step 2 with the ExoPhone and click on ‘Attach Flow’

  1. In the subsequent pop-up, click on OK and you can see the flow getting associated with ExoPhone.


Step 4: Enable Integration


  1. Go to Zoho Plugin Integration interface: https://zohocrmplugin.exotel.com/

  1. Enter your Exotel Account SID, click on the Submit button. On the subsequent page, click on the ‘Enable Integration’ button. 


  1. If you are not logged in to Zoho CRM account, it will take you to the Zoho CRM login page. Enter Zoho CRM credentials. 


  1. Once logged in, it opens up the Access permission page, click on the ‘Accept’ button (if agreeing to provide the mentioned information access). 


  1. On the ‘Exotel Account Details’ page, provide the API Key, API Token as noted down in Prerequisites step 5, and click on Save button

  1. The Integration is enabled and the User Mapping page opens up.



Step 5: Mapping the Zoho Users to Exotel Agents


  1. On the mapping page, Zoho Users will be auto-populated. Provide details of Exotel Agents (PBX User) and corresponding Mobile Number (prefixed with Zero digit) 


  1. Select Caller Id as the Virtual Number, which was mapped to Zoho Plugin flow.


  1. Select the checkbox under Click2Call against the user, for whom you want to enable initiation of outbound call from the Zoho CRM interface.


  1. Click on the ‘Save’ button and a success message should be displayed.


  1. Go to Zoho CRM (refresh the page, if already logged in) and you can see Click2Call icon enabled for the Zoho User and on initiating an outbound call from there, the pop-up comes up displaying the available information 


  1. For an Incoming Call, the pop-up will come up showing the calling number. Once the call is over, the user can take the required action to create a new lead, contact or add to existing lead or contact. Subsequently, it can be added as a follow-up action of Call, Event or Task.  


  1. Once saved, the Incoming Call screen will display the call details like call duration and call recordings (for completed calls): 

Known Limitation:


  • On-Call Events: For both Incoming Call and Outbound Call pop-ups, the call events (like CallAnswered, Ringing, etc.) will not be triggered. Hence, once the call is over, click on ‘Answered’ and do the subsequent action.
  • Call Recording Upload: The call recordings will be uploaded under call details in an interval of 5 minutes. The agent need to refresh the Zoho Desk screen after 5 minutes of call completed, in order to see the respective call recordings.
  • Missed Call Details: Missed Call Details will be available in Zoho Dashboard only after 5 minutes. Exotel is pushing the event in real-time. However, it's a limitation at Zoho's end to validate the missed call per agent and then publish it.


Revoking Exotel Zoho CRM Integration


In order to revoke Exotel Zoho CRM Integration, please go to the Exotel Zoho CRM Integration interface and click on the ‘Revoke Integration’ button present on the User Mapping page:


Looking out for answers to your queries?

Say ‘Hello’ to us at:

Support Phone Number: 8088919888 

Support Email ID: hello@exotel.com