- Greeting – Greeting applet allows you to pre-set a recorded voice or entry greeting option. You can upload any line, record it using your own phone, upload a 8000 Hz Mono.wav file or just let Robocop speak for you. Also, If you want to dynamically change the recorded greeting message at the time of the call, you can enter your application URL in the textbox which should return a .wav file when fetched.
- Connect – Using this applet you can connect the caller to a user, group or a number.
You can Activate the following in Connect applet
- Dial a user or a group (group recommended always)
- Record the call (you may choose to play a message to your customers by using the Greeting applet mentioning you are recording the call for internal quality purposes)
- Load-balance calls across group members – Selecting this option will ensure that the calls are evenly distributed to all agents in a group over a period of time. If you don't select this option agents will be called in the order in which they were added to the group.
- Sticky Agent – This option if activated ensures that your caller gets connected to the last person he/she spoke to in the group. For Eg: If your customer support agent has been dealing with a particular customer, next time that customer calls, the call will first be routed to the CS agent who spoke to him last. Only if the agent is unable to attend the call will it be transferred to another person in the group
- You can also Queue calls when all agents are busy. You can play a message or music to the callers waiting in the queue. Note: In order for the queue message to be played, the agents in a group must be busy with Exotel calls. If their numbers are switched off, or they don't pick up the call or if they are busy on another non-Exotel call, the queue message will not be played. Instead, the call will reach the 'If Nobody answers' part of the flow .
- Voicemail – Allows users to leave a voicemail which can be traced into your system – depending upon which group/user you wish for the voicemail to be registered in.
- Email – This applet e-mails a group e-mail id or a user all the details of the call info – on who called, what time, what did they input, and which agent picked up the call or did not and whether there is a voicemail recording or not
- Menu – IVR opens up via this applet. You can say 1 for 'Sales' , 2 for 'Support' , 9 for everything else or make it region based – specific team based diversions. This applet begins the call divert process to a particular team and does a Virtual Receptionists role
- Hangup – The simplest applet – it is the fullstop of the applets :)
- Timing – provides you the ability to take calls from certain times to certain times, and divert the rest to Voicemail or to another flow. You can create multiple shifts via using the Timing applet again and again with the Transfer applet
- Gather – This applet allows you to take numeric information from the user when they are pressing something on their keypads. The information that can be gathered can be used in coupon offers, as a system generation check along with the Pass-thru applet to re-send real time Live information to the end user/caller
- Passthru – There is an entire documentation on the API of the Passthru in the API Documentation tab on the left. This applet allows easy passage of information into an http: link hosted on your end, to provide all the information and call details – which can easily integrate into your CRM or back-end. This applet is by far the coolest – and you/tech team should read the API documentation and get excited by what all can be done!
- Transfer – The transfer applet helps you build multiple flows and transfer within flows. For e.g. In-case you are building an incoming flow – and you wish to add a voicemail multiple times – instead of creating a very very large flow and keep repeating the drag-drop, you could instead create a new 'Voicemail' Flow and use that multiple times via the Transfer applet. In an ideal case scenario – you should use the Transfer applet a few times to break your Call-flow so as to make it easily flexible and changeable as per needs.
- Who's Calling – This allows you to dictate the flow for a particular list of numbers. Let's say you want your existing clients, your employees and others to be routed to different applets without having to enter any input using IVR. You can do this by creating separate lists for your exiting customers, and employees and then use the Caller ID router to ensure that appropriate business logic is followed if the caller belongs to any of these lists.
- Password – this applet ensures that a password is required for the caller to proceed with the flow. For Eg: you could use this for authenticated conference calls
- List Manager – As the name suggests – you can dynamically add each caller into a particular list. For Eg: If you want your callers to subscribe themselves to receive alerts or offers from your company, you can use the subscription applet to add them to a list named alerts. You can also view and edit the lists manually by using the 'Lists' tab on the dashboard
- SMS – An SMS applet is used to send an SMS back to the caller for an incoming call. It works in two ways:
Static: Any fixed message added on the applet in simple text is sent as a transactional content to the caller. Eg:"Thank you for calling us! We have received your order"
Dynamic: Adding a URL on this applet. Exotel shall make a GET call to this URL,and the response returned has to be in plain text. This response will be sent back to the caller as a transactional SMS.Please ensure that the SMS content,whether Static or Dynamic,is transactional in nature. The best way to ensure this is to get the content approved as a transactional template (Read How to apply for a transactional template)
- New SMS– A New Text Applet is used to send an SMS to the agents/groups of agents who are added on a flow to receive calls. The New Text applet can be used for sending information about a call to internal agents within your company. These SMSes are typically transactional SMSes. Within the message you can use the following variables (which will be replaced by the actual values).
- %caller% this will get replaced by the caller's number
- %number% this will get replaced by your Exotel number that was called
- %pickedupby% this will get replaced by the agent's number who picked up the call
Modified on: Tue, 25 Aug, 2020 at 6:45 PM
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