Video:
Overview
Exotel Freshdesk Integration enables the contextual association of calls with tickets. It enables an agent to have Incoming Call intimation, visualize the call details along with call recordings and provide Click2Call capabilities. Seamless integration for enhanced agent productivity and a better experience.
Key Benefits:
Call Intimations - Get the notification on your Freshdesk, whenever any Incoming call comes on to your customer-facing Exotel Number or an outbound call is initiated from Freshdesk
Automated Ticket Creation - Ability to create/update a ticket and associate the call with it. Automatic ticket creation for Missed Calls
Click2Call - Initiate calls between you and your customer, directly from the Freshdesk
Call Details - Call Recordings and Call Duration getting automatically added to the tickets.
User Mapping - Map Exotel Agents to Freshdesk Users and enable Click-2-Call
Work on just one interface and improve your agent productivity by eliminating context-switching.
Configuration
Follow the following prerequisites and steps to configure the integration both at Exotel and Freshdesk end.
Prerequisites
In order to have a successful integration with the Freshdesk account, you must complete the following tasks:
Sign up for an Exotel Account.
Verify your account through phone or email.
Get your account KYC verified.
Purchase ExoPhone to be used by FreshDesk users/agents for inbound and outbound calls.
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:
Create Co-Workers and Group
Configure Freshdesk Plugin Call flow
Associate the call flow to the ExoPhones
Enable Integration
Map the Freshdesk User to Exotel Agents in the Integration interface and enable Click-2-Call (if required)
Step 1: Create Co-Workers and Groups
To create co-workers and groups in Exotel:
Login to your Exotel dashboard and go to the ‘Co-workers and Groups’ section.
Add all the co-workers corresponding to Freshdesk account, by clicking on Invite co-workers.
Create a new group by clicking on the ‘Add Group’ button. Add the co-workers to that group.
Step 2: Configure Freshdesk Plugin Call flow
In order to create the Freshdesk Plugin Call flow, follow these five steps:
Go to the ‘App Bazar’ section and under ‘Custom Apps’ click on the ‘Create’ button.
Provide the App Name and click on OK.
Add a Connect Applet.
Select the Group as created earlier, under the ‘Dial a user or group’ option.
Under Distribute Calls, select 'Sequentially' or 'Equally' as per your requirement.
Select the remaining options as per your requirement.
Under the ‘Create popup…’ section, enter the below URL (Replace the API credentials and Account sid in it with your Exotel credentials).
URL:
Middleware_subdomain: freshdesk.mum1.exotel.in
After the Call Conversation ends, add a Passthru applet. In that passthru applet, enter the below URL (Replace the API credentials and Account sid in it with your Exotel credentials)
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=
In the section ‘If Nobody Answers..’, select 'Go To' and add a Passthru applet. In that passthru applet, enter the below URL (Replace the API credentials and Account sid in it with your Exotel credentials)
URL:
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=missed
Save the flow and click on Close.
Step 3: Associate the call flow to the ExoPhones
- Go to the ExoPhones section
- Click on the button ‘Assign ExoPhones to Flow’ and select the flow created in Step 2 with the ExoPhone and click on ‘Attach Flow’
- In the subsequent pop-up, click on OK and you can see the flow getting associated with ExoPhone.
Step 4: Enable Integration - Freshdesk App Installation
Login to your Freshdesk account.
Click on the settings icon.
Click on Apps under Support Operations.
Click on the Apps tab.
Search for the Exotel CTI App.
Click on the Install button.
Open the Freshdesk page in a separate tab and capture the Freshdesk API Key from the Profile page (Click on your profile picture on the top right and select 'Profile Settings'. In the sidebar on the right, you will find the API Key. In the sidebar on the right, you will find the API Key.)
Enter all required fields on the installation page.
Freshdesk Domain
- Enter the Freshdesk Domain (Ex: https://xyz.freshdesk.com).
Freshdesk API Key
Enter the Freshdesk API key
Region of Exotel Account
Select the region from the dropdown list.
Exotel SID
Enter the Exotel Account SID.
Exotel API Key (recommended to create a new API key & token for
Enter the Exotel API Key
Exotel API Token
Enter the Exotel API Token
EndPoint URL
Ticket Auto-Assignment to Agents
- Enable the option to assign the tickets to the agents
Click to get agent roles
Enable the option to list the Agent Roles
Freshdesk Agent Roles
Select required roles from the dropdown list (Multiple roles can be selected) that can access the user Mapping Screen to map Freshdesk Agents to Exotel Mobile Numbers
Click on the Install Button.
Once Installation is complete, refresh the page and verify that the Exotel CTI icon is added to the side panel successfully.
Step 5: User Mapping
- Go to the Home page (Dashboard)
- Click on the Exotel CTI icon in the left panel. Pop up should open up
- Click on the Settings icon on the top right corner
- The user Mapping panel opens up on the right side of the screen.
- Click on the Sync button so that all your common users between Freshdesk and Exotel will appear here.
- You can now use the Edit icon against each user to add or modify their data.
Device on-off
Objective:
To Provide Agents using Exotel CTI in Freshdesk CRM a CTA to get their device status and alter the same from the CRM. This will eliminate the need for context switching and performing this action from the Exotel dashboard.
Sub - Features:
Get Device status
Update user device
Refresh (in case of error or as a fallback)
How to:
Launch the Exotel CTI in the Freshdesk account.
Click on the device status button. The present status gets reflected.
Use the toggle button to change the device status of the agent.
Use the Refresh button in case of an error.
If the error repeats, please contact hello@exotel.in
IVR/Gather digits in ticket details
Objective:
To provide Freshdesk CTI users, who specifically use IVR and/or Gather applet in their Exotel call flows, with the IVR/Gather digits along with their respective representation as a part of call ticket details in the CRM.
Sub - Features:
Automated ticket creation in FD for all incoming call flows which have IVR and/or Gather applet.
IVR Digit inputs for incoming calls get automatically updated in FD tickets
Gather Digit inputs for incoming calls
Representation of each IVR digit in the order of occurrence
How to:
Edit the Exotel call flow in the Exotel app bazaar.
In the IVR applet, for each IVR keypress add a passthru applet
In the passthru applet URL, enter the following URL:
URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=ivr
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=ivr
If you want the respective representation of each IVR digit to also be added in the ticket details then:
URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=ivr&ivr_tag_<number>=<representation_of_keypress>
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=ivr&ivr_tag_1=lang_english
To notify the end of the flow, add another passthru applet in the “In response” section of the last passthru of the last IVR keypress or Gather applet and add the following URL. This is a mandatory step for passing the inputs to the FD ticket.
URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=end
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=end
For the Gather applet, add a passthru applet, in the “When the caller entered one or more input digits... “ section and enter the below URL:
URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=gather
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=gather
If you want the respective representation of the gather digits to also be added in the ticket details then:
URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=gather&gather_tag_<number>=<representation_of_gather_input>
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=ivr&gather_tag_1=customer_account_number
Screenshots of tickets with IVR and Gather inputs:
Voicemail recording passed to FD tickets:
Objective:
To provide Freshdesk CTI users, who specifically use the voicemail applet in their Exotel call flows, with the voicemail recording in the call ticket details of Freshdesk.
How to:
Edit the Exotel call flow in the Exotel app bazaar.
In the voicemail applet, add a passthru applet at the end
In the passthru applet URL, enter the following URL:
URL: https://<exotel_APIKey>:<exotel_APIToken>@<middleware_subdomain>/v2/accounts/<accountSid>/call-events?event=voicemail
Middleware_subdomain: freshdesk.mum1.exotel.in
E.g: https://<exotel_APIKey>:<exotel_APIToken>@freshdesk.mum1.exotel.in/v2/accounts/exotel535/call-events?event=voicemail
Screenshots of tickets with voicemail recording:
Call a new number
Objective:
To provide users with the capability to make a call to a new number from Freshdesk without having to add a contact.
How to:
Open the Exotel app in Freshdesk, the window that opens by default is where you can type in the number and click on call.
Click on the
button to go to the call history page
From the call history page, click on the
button to go back to the default calling page
Known Limitations:
- 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 ticket details within an interval of 5 minutes. The agent needs to refresh the Freshdesk ticket screen after 5 minutes of calls completed, in order to see the respective call recordings.
Freshdesk App - UI screens
Call History Screen
Call Notes Screen
Incoming Call Notification screen
Ticket History screen to Add notes to existing Ticket
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