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Exotel Integration

Connect Exotel to Expedify for AI-powered voice calling in India. Make and receive calls with AI agents, automate customer support, and build intelligent IVR workflows.

What is Exotel?​

Exotel is India's leading cloud telephony platform that provides:

  • Voice calling: Outbound and inbound calling capabilities
  • Virtual phone numbers: Exophones (virtual numbers) for business calling
  • Call recording: Automatic recording of all conversations
  • IVR (Interactive Voice Response): Build custom call flows
  • Analytics: Detailed call metrics and reporting

Why Use Exotel with Expedify?​

  • AI Voice Agents: Build intelligent voice bots that can handle customer calls automatically
  • Automated Outbound Calling: Trigger AI-powered calls from workflows (reminders, follow-ups, surveys)
  • Smart Inbound Routing: Route incoming calls to AI agents or human teams based on logic
  • Call Recording: Automatically transcribe and store all conversations
  • India-Focused: Optimized for Indian phone numbers and regulations
  • Workflow Integration: Seamlessly integrate calls with your CRM and automation workflows

Prerequisites​

Before setting up Exotel integration, you need:

  1. Exotel Account: Active Exotel account with API access
  2. API Credentials: SID, API Key, and API Token from Exotel
  3. Exophones: At least one virtual phone number (exophone) configured in Exotel
  4. Billing Credits: Sufficient balance in your Exotel account for calls

Getting Your Exotel API Credentials​

Step 1: Log into Exotel Dashboard​

  1. Go to Exotel Dashboard
  2. Log in with your Exotel account credentials

Step 2: Navigate to API Settings​

  1. Click on Settings (gear icon) in the top right
  2. Select API Settings from the menu
  3. You'll see your API credentials page

Step 3: Copy Your Credentials​

You need to copy three pieces of information:

CredentialDescriptionFormatWhere to Find
SIDAccount SID (unique identifier)Alphanumeric stringAPI Settings page
API KeyYour API access keyLong alphanumeric stringAPI Settings page
API TokenAuthentication tokenLong alphanumeric stringAPI Settings → Show Token

Important Notes:

  • Keep these credentials secure - never share them publicly
  • The API Token is hidden by default - click "Show Token" to reveal it
  • Copy and save these in a secure location

Step 4: Get Your Exophone Numbers​

  1. In Exotel Dashboard, go to Phone Numbers
  2. You'll see your list of exophones (virtual numbers)
  3. Copy the phone numbers you want to use (format: 10-digit number without country code)

Example: If your exophone is displayed as "+91 9876543210", copy only: 9876543210

Setting Up Exotel Integration in Expedify​

Step 1: Open Exotel Integration Settings​

  1. In Expedify, go to Settings → Integrations
  2. Find Exotel under the Telephony category
  3. Click Configure

Step 2: Enter API Credentials​

In the integration configuration modal, fill in the following fields:

FieldDescriptionExampleNotes
Integration NameName to identify this integration"My Exotel Account"Your choice
SIDYour Exotel Account SIDabc123def456From API Settings
API KeyYour Exotel API Keyk1a2b3c4d5e6f7g8h9i0From API Settings
API TokenYour Exotel API Tokent9z8y7x6w5v4u3t2s1r0From API Settings (click Show Token)

Step 3: Add Exophones (Caller IDs)​

In the Caller IDs section:

  1. Click Add Caller ID
  2. Enter your exophone number (10 digits, no dashes or spaces)
  3. Important: Remove all dashes, spaces, and country codes
    • ✅ Correct: 9876543210
    • ❌ Wrong: +91-9876543210 or 91 9876543210
  4. Click Add
  5. Repeat to add multiple exophones if you have them

You can add multiple caller IDs - useful if you have different exophones for different purposes (sales, support, etc.)

Step 4: Enable Call Transcription (Optional)​

If you want automatic transcripts of manual calls:

  1. Check the Enable Transcription checkbox
  2. This will transcribe all manual calls made through this integration
  3. Transcripts will be saved in call logs

Note: Transcription is optional and may incur additional costs based on your Exotel plan.

Step 5: Save Integration​

  1. Click Save at the bottom
  2. Wait for confirmation: "Exotel integration configured successfully"
  3. The integration status will show as Connected (green indicator)

Step 6: Copy Webhook URLs​

After saving, Expedify will display three webhook URLs:

  1. Outbound Webhook URL: For AI-powered outbound calls
  2. Inbound Webhook URL: For AI-powered inbound calls
  3. Status Callback URL: For call status updates

Keep this page open - you'll need these URLs in the next section.

Testing Manual Calls​

Before setting up AI automation, test that basic calling works:

Make a Test Outbound Call​

  1. In Expedify, go to any contact in your CRM
  2. Click the Call button (phone icon)
  3. Select your Exotel integration
  4. The call will be initiated through your exophone
  5. Check that the call connects successfully

Verify Call Logs​

  1. After the call, check Call History in Expedify
  2. You should see the call record with:
    • Duration
    • Status (completed, failed, no-answer)
    • Recording (if enabled)
    • Transcript (if enabled)

If calls are not working, check:

  • Exotel account has sufficient credits
  • Exophone is active and not suspended
  • API credentials are correct
  • Phone number format is correct (10 digits, no spaces/dashes)

Setting Up AI Outbound Calling​

To make AI-powered outbound calls that can have conversations with customers, follow these steps:

Overview: What You'll Build​

You'll create an Exotel App that connects to Expedify's AI voice agent. When you trigger an outbound call from Expedify:

  1. Exotel makes the call using your exophone
  2. When the customer answers, Exotel sends the call to Expedify
  3. Expedify's AI agent converses with the customer
  4. Call status and recordings sync back to Expedify

Part 1: Create Outbound App in Exotel​

Step 1: Access App Bazaar​

  1. Log into Exotel Dashboard
  2. Click on App Bazaar in the left sidebar
  3. Click Create New App button
  4. Give it a name: e.g., "Expedify Outbound AI"

Step 2: Add Connect Applet (Voicebot)​

  1. In the app builder, click Add Applet
  2. Select Connect applet (sometimes labeled as "Voicebot" or "Connect to URL")
  3. Configure the Connect applet:
SettingValueNotes
Applet Name"Connect to Expedify"Your choice
URLPaste Outbound Webhook URL from ExpedifyFrom Step 6 above
MethodPOSTRequired
Timeout60 secondsMax wait time
Record✅ EnableCheck this box to record calls

Where to get URL: Go back to Expedify → Settings → Integrations → Exotel → Copy the Outbound Webhook URL

Step 3: Add Passthrough Applet (Status Updates)​

  1. Click Add Applet again
  2. Select Passthrough applet
  3. Configure the Passthrough applet:
SettingValueNotes
Applet Name"Status Callback"Your choice
URLPaste Status Callback URL from ExpedifyFrom Step 6 above
MethodPOSTRequired
Async✅ EnableIMPORTANT: Must check this

Why Async?: Async (asynchronous) mode ensures status updates don't block the call flow.

Step 4: Save the App​

  1. Click Save at the top right
  2. Exotel will generate an App ID
  3. Copy this App ID - you'll need it in Expedify
  4. The App ID looks like: a1b2c3d4e5f6g7h8

App Flow Summary:

Customer answers call → Connect to Expedify (AI conversation) → Passthrough (status update) → Call ends

Part 2: Configure Outbound Calling in Expedify​

Step 1: Create a Workflow with Outbound Call Node​

  1. In Expedify, go to Automation → Workflows
  2. Click Create Workflow
  3. Add a trigger (e.g., Contact Created, Schedule, Button Click)
  4. Add Make Outbound Call node (under Voice Actions)

Step 2: Configure Outbound Call Node​

In the node configuration:

FieldValueNotes
IntegrationSelect your Exotel integrationFrom dropdown
To{{contact.phone}} or specific numberRecipient's phone number
FromSelect exophoneChoose from your configured caller IDs
Exotel App IDPaste the App ID from Step 4 abovee.g., a1b2c3d4e5f6g7h8
Voice AgentSelect your AI voice agentThe AI that will talk to customer

Step 3: Test the Workflow​

  1. Click Save and Publish the workflow
  2. Trigger a test execution
  3. The AI should call the specified number
  4. When answered, the AI agent will start the conversation

Step 4: Verify Call Execution​

Check the following:

  • Workflow Logs: See if the call node executed successfully
  • Exotel Dashboard: Check call history in Exotel
  • Expedify Call Logs: View call details, recording, and transcript
  • Call Recording: Play the recording to verify AI responses

Common Issues:

  • Call not connecting: Check Exotel App ID is correct
  • AI not speaking: Verify Outbound Webhook URL in Exotel app
  • No status updates: Ensure Passthrough applet has Async enabled
  • Recording missing: Enable Record checkbox in Connect applet

Setting Up AI Inbound Calling​

To handle incoming calls with AI agents, follow these steps:

Overview: What You'll Build​

When someone calls your exophone:

  1. Exotel receives the call
  2. Exotel routes it to Expedify based on the Inbound App
  3. Expedify's AI agent answers and converses with the caller
  4. Call details and recordings sync to Expedify

Part 1: Create Inbound App in Exotel​

Step 1: Access App Bazaar​

  1. Log into Exotel Dashboard
  2. Click on App Bazaar in the left sidebar
  3. Click Create New App button
  4. Give it a name: e.g., "Expedify Inbound AI"

Step 2: Add Connect Applet (Voicebot)​

  1. In the app builder, click Add Applet
  2. Select Connect applet
  3. Configure the Connect applet:
SettingValueNotes
Applet Name"Connect to Expedify Inbound"Your choice
URLPaste Inbound Webhook URL from ExpedifyDifferent from outbound!
MethodPOSTRequired
Timeout60 secondsMax wait time
Record✅ EnableCheck this box to record calls

Where to get URL: Go to Expedify → Settings → Integrations → Exotel → Copy the Inbound Webhook URL

Step 3: Add Passthrough Applet (Status Updates)​

  1. Click Add Applet again
  2. Select Passthrough applet
  3. Configure the Passthrough applet:
SettingValueNotes
Applet Name"Inbound Status Callback"Your choice
URLPaste Status Callback URL from ExpedifySame as outbound
MethodPOSTRequired
Async✅ EnableIMPORTANT: Must check this

Step 4: Save the App​

  1. Click Save at the top right
  2. Exotel will generate an App ID
  3. You don't need to copy this - it will be selected in the next step

App Flow Summary:

Incoming call → Connect to Expedify (AI answers) → Passthrough (status update) → Call ends

Part 2: Assign Inbound App to Exophone​

Step 1: Go to Phone Numbers Settings​

  1. In Exotel Dashboard, click Phone Numbers in the left sidebar
  2. You'll see a list of your exophones

Step 2: Configure Exophone for AI​

  1. Click on the exophone you want to configure (e.g., 9876543210)
  2. Scroll to Incoming Call Settings
  3. Find the App dropdown

Step 3: Select Your Inbound App​

  1. From the App dropdown, select the app you just created: "Expedify Inbound AI"
  2. This tells Exotel: "When this exophone receives a call, use this app to handle it"
  3. Click Save at the bottom

You can configure multiple exophones with different apps:

  • Exophone 1 → Sales AI Agent
  • Exophone 2 → Support AI Agent
  • Exophone 3 → Human agents (no AI)

Part 3: Configure AI Agent in Expedify​

Step 1: Create or Select Voice Agent​

  1. In Expedify, go to Automation → AI Agents
  2. Create a new Voice Agent or select an existing one
  3. Configure the agent's:
    • Persona: How the AI should behave (friendly, professional, etc.)
    • Knowledge Base: Information the AI can access
    • Actions: What the AI can do (create tasks, update CRM, transfer to human)

Step 2: Set as Default Inbound Agent (Optional)​

  1. Go to Settings → Integrations → Exotel
  2. Find Default Inbound Agent setting
  3. Select your voice agent
  4. This agent will handle all inbound calls unless a specific workflow overrides it

Step 3: Create Inbound Call Workflow (Optional)​

For more control over how inbound calls are handled:

  1. Go to Automation → Workflows
  2. Create a workflow with Inbound Call Received trigger
  3. Add logic to route calls based on:
    • Time of day (business hours vs after hours)
    • Caller's contact record (existing customer vs new lead)
    • Call reason (sales vs support)
  4. Use Voice Agent action nodes to engage specific AI agents

Example Workflow:

Trigger: Inbound Call Received
├─ Check: Is caller an existing customer?
│  ├─ Yes → Route to Support AI Agent
│  └─ No → Route to Sales AI Agent

Part 4: Test Inbound Calls​

Step 1: Make a Test Call​

  1. From your mobile phone, call your exophone number
  2. The call should be answered by your AI agent
  3. Have a conversation to test the AI's responses

Step 2: Verify in Expedify​

After the call, check:

  1. Call Logs: Go to Expedify → Calls → Inbound
  2. You should see the call record with:
    • Caller's phone number
    • Duration
    • AI agent used
    • Call recording (click to play)
    • Transcript (if transcription enabled)
    • Call outcome (completed, failed, transferred, etc.)

Step 3: Review AI Performance​

  1. Listen to the call recording
  2. Read the transcript
  3. Check if the AI:
    • Greeted the caller appropriately
    • Understood the caller's intent
    • Provided correct information
    • Handled the conversation smoothly
    • Took appropriate actions (created tasks, updated CRM, etc.)

If AI isn't performing well:

  • Update the agent's persona and instructions
  • Add more information to the knowledge base
  • Train the AI with example conversations
  • Adjust the voice settings (speed, tone, language)

Call Recording & Transcription​

Automatic Recording​

When you enable Record in the Exotel Connect applet:

  • All calls are automatically recorded
  • Recordings are stored in Exotel
  • Expedify fetches and displays them in call logs
  • You can play recordings directly in Expedify

Transcription​

Expedify can automatically transcribe call recordings:

To Enable Transcription:

  1. Go to Settings → Integrations → Exotel
  2. Check Enable Transcription checkbox
  3. Save the integration

Transcription Features:

  • Converts speech to text automatically
  • Identifies speaker (AI agent vs customer)
  • Timestamps for each statement
  • Searchable call transcripts
  • AI analysis of conversation (sentiment, topics, outcomes)

Transcription Costs:

  • Charged per minute of audio
  • Check your Expedify pricing plan for rates
  • Only enabled if checkbox is checked

Using Exotel in Workflows​

Outbound Call Actions​

Make AI Call:

  • Trigger: Any workflow event (contact created, deal won, scheduled time)
  • Action: Make Outbound Call node
  • Use Case: Appointment reminders, follow-ups, surveys, lead qualification

Manual Call:

  • Trigger: Button click, manual workflow execution
  • Action: Make Outbound Call node (without AI agent)
  • Use Case: Click-to-call from CRM, scheduled callbacks

Inbound Call Triggers​

Call Received:

  • Trigger: Inbound Call Received
  • Conditions: Caller is existing customer, time is business hours, etc.
  • Actions: Route to AI agent, create task, send notification

Call Ended:

  • Trigger: Call Completed
  • Conditions: Call duration > 2 minutes, specific outcome
  • Actions: Send follow-up email, update contact status, create deal

Example Workflows​

Appointment Reminder Workflow​

Trigger: Scheduled Task (1 day before appointment)
├─ Make Outbound Call
│  ├─ To: {{appointment.contact.phone}}
│  ├─ From: Sales Exophone
│  ├─ App ID: Outbound AI App
│  └─ Agent: Reminder AI
└─ Log call outcome in appointment record

Lead Qualification Workflow​

Trigger: New Lead Created
├─ Wait: 5 minutes
├─ Make Outbound Call
│  ├─ To: {{lead.phone}}
│  ├─ Agent: Sales Qualification AI
│  └─ App ID: Outbound AI App
└─ If call successful:
   ├─ AI qualifies lead
   ├─ Update lead score
   └─ Assign to sales rep

Support Call Routing​

Trigger: Inbound Call Received
├─ Check caller's contact record
├─ If existing customer:
│  ├─ Check recent tickets
│  ├─ Route to Support AI (with ticket context)
│  └─ Create new ticket if needed
└─ If new caller:
   ├─ Route to General Inquiry AI
   └─ Create new contact record

Phone Number Format​

Exotel uses Indian phone number formats:

Exophones (Caller ID)​

✅ Correct Format: 9876543210 (10 digits, no spaces or dashes)

❌ Incorrect Format:

  • +91 9876543210 (no country code or spaces)
  • 91-9876543210 (no country code or dashes)
  • 098-765-43210 (no leading zero or dashes)

Customer Phone Numbers (To/From)​

When calling customers, use:

✅ Correct Format:

  • 9876543210 (Indian mobile, 10 digits)
  • 919876543210 (With country code, 12 digits)

❌ Incorrect Format:

  • +91 9876543210 (no + symbol or spaces)
  • 0 9876543210 (no spaces)

Expedify automatically formats numbers when saving contacts, but ensure they're stored correctly.

Pricing & Billing​

Exotel Call Charges​

Call TypeRate (approximate)Notes
Outbound Mobile₹0.30-0.50/minVaries by operator
Outbound Landline₹0.20-0.40/minLower rates
Inbound₹0.20-0.40/minDepends on plan
Recording₹0.10/minIf enabled
Toll-Free Inbound₹0.50-1.00/minHigher rates

Note: Actual rates depend on your Exotel plan. Check Exotel Pricing for details.

Expedify Charges​

FeatureRateNotes
AI Voice AgentPer minute of conversationBased on your plan
TranscriptionPer minute of audioOptional
IntegrationFreeNo setup fees

Billing Model:

  • Exotel charges for call connectivity (minutes used)
  • Expedify charges for AI agent usage (conversation time)
  • Total cost = Exotel call cost + Expedify AI cost

Troubleshooting​

Integration Not Connecting​

Issue: "Failed to connect to Exotel" error

Solutions:

  1. Check credentials: Verify SID, API Key, and API Token are correct
  2. No extra spaces: Ensure no spaces before/after credentials when pasting
  3. Account active: Confirm your Exotel account is active and not suspended
  4. API enabled: Check that API access is enabled in your Exotel plan

Outbound Calls Not Working​

Issue: Calls are not being made or fail immediately

Solutions:

  1. Exotel balance: Check you have sufficient credits in Exotel account
  2. Exophone active: Verify exophone is active (not expired or suspended)
  3. App ID correct: Ensure you copied the correct App ID from Exotel
  4. Webhook URL: Verify Outbound Webhook URL is correctly configured in Exotel app
  5. Phone number format: Ensure recipient number is in correct format (10 digits)
  6. DND registry: Customer may be on Do Not Disturb registry (try different number for testing)

Inbound Calls Not Routing to AI​

Issue: Incoming calls don't reach Expedify AI agent

Solutions:

  1. App assigned: Check that Inbound App is selected in exophone settings
  2. Webhook URL: Verify Inbound Webhook URL (not Outbound) is in the Connect applet
  3. App saved: Ensure you clicked Save after creating the Exotel app
  4. Integration active: Check Exotel integration status is "Connected" in Expedify
  5. Default agent set: If using default routing, ensure Default Inbound Agent is selected

No Call Recording​

Issue: Calls complete but no recording available

Solutions:

  1. Record enabled: Check "Record" checkbox is enabled in Connect applet
  2. Storage limit: Verify you haven't exceeded Exotel storage limits
  3. Processing time: Recordings may take 1-2 minutes to become available
  4. Exotel plan: Ensure your plan includes call recording

Transcription Not Working​

Issue: Recordings available but no transcript

Solutions:

  1. Transcription enabled: Check "Enable Transcription" in Expedify integration settings
  2. Clear audio: Ensure call audio quality is good (poor quality prevents transcription)
  3. Processing time: Transcripts take 2-5 minutes to generate after call ends
  4. Credits available: Verify you have Expedify credits for transcription

AI Agent Not Responding​

Issue: Call connects but AI doesn't speak or respond

Solutions:

  1. Agent selected: Ensure Voice Agent is selected in workflow node or default settings
  2. Agent published: Verify AI agent is published (not in draft mode)
  3. Timeout settings: Check Exotel Connect applet timeout is at least 60 seconds
  4. Webhook reachable: Ensure Expedify webhook URL is publicly accessible (not blocked by firewall)
  5. Check logs: Review Workflow Execution logs for error messages

Status Updates Not Syncing​

Issue: Call happens but status doesn't update in Expedify

Solutions:

  1. Passthrough applet: Ensure Passthrough applet is added to Exotel app
  2. Async enabled: Verify "Async" checkbox is checked in Passthrough applet
  3. Status URL correct: Confirm Status Callback URL is correctly pasted
  4. Network issues: Check for temporary connectivity problems

Best Practices​

Call Quality​

Do:

  • ✅ Use high-quality exophones from Exotel
  • ✅ Test calls in different network conditions
  • ✅ Keep AI agent instructions clear and concise
  • ✅ Train AI with realistic conversation scenarios
  • ✅ Review call recordings regularly

Don't:

  • ❌ Make calls during customer's night hours (respect time zones)
  • ❌ Use overly complex AI scripts (keep it natural)
  • ❌ Ignore call quality issues (fix them promptly)

AI Agent Design​

Effective Voice Agents:

  • Clear persona: "I'm Sarah from Acme Support"
  • Natural speech: Use conversational language, avoid jargon
  • Patience: Give customers time to respond
  • Confirmation: "Did I understand correctly that..."
  • Graceful handoff: "Let me transfer you to a specialist"

Avoid:

  • Long monologues (break into smaller chunks)
  • Overly formal language
  • Interrupting customers
  • Endless loops (provide exit options)

Compliance & Privacy​

Legal Requirements (India):

  • ✅ Get consent before making promotional calls
  • ✅ Respect DND (Do Not Disturb) registry
  • ✅ Provide opt-out option in every call
  • ✅ Disclose you're using AI if required by regulations
  • ✅ Store recordings securely (GDPR/Data Protection)

TRAI Regulations:

  • Don't call DND numbers for marketing (use transactional only)
  • Maintain calling hours (typically 9 AM - 9 PM)
  • Provide unsubscribe mechanism
  • Register your business use case with Exotel

Security​

Protect Your Credentials:

  • ✅ Never share SID, API Key, or Token publicly
  • ✅ Rotate API credentials every 6 months
  • ✅ Use different credentials for dev/staging/production
  • ✅ Monitor API usage for anomalies
  • ✅ Revoke access if credentials are compromised

Webhook Security:

  • Webhooks are validated by Exotel signatures
  • Don't modify webhook URLs manually
  • Use HTTPS for all integrations
  • Monitor webhook logs for suspicious activity

Advanced Features​

Call Transfer to Human Agents​

Configure AI to transfer calls to human agents:

  1. In Voice Agent settings, add Transfer action
  2. Configure transfer numbers (support team, sales team)
  3. AI can transfer based on:
    • Customer request ("speak to a human")
    • Complex queries AI can't handle
    • VIP customers
    • Specific keywords

Transfer Types:

  • Warm transfer: AI introduces customer to agent
  • Cold transfer: Direct transfer without context
  • Attended transfer: AI waits for agent to accept

IVR Menu Integration​

Build multi-level IVR with Expedify AI:

  1. Create multiple voice agents (Sales AI, Support AI, Billing AI)
  2. In Exotel Inbound App, add Gather applet before Connect
  3. Gather collects customer's menu choice (press 1 for sales, 2 for support)
  4. Pass choice to Expedify webhook
  5. Expedify routes to appropriate AI agent

Call Scheduling​

Schedule calls to be made at specific times:

  1. Create workflow with Schedule trigger
  2. Add Make Outbound Call action
  3. Set schedule:
    • Specific date/time
    • Recurring (daily, weekly)
    • Relative time (1 day before event)

Use Cases:

  • Appointment reminders (24 hours before)
  • Payment reminders (on due date)
  • Birthday wishes (on customer's birthday)
  • Survey calls (1 week after purchase)

Call Analytics​

Track and analyze call performance:

  1. Go to Analytics → Voice Analytics
  2. View metrics:
    • Call volume: Inbound vs outbound, by time
    • Call duration: Average, by agent
    • Success rate: Connected vs failed
    • AI performance: Customer satisfaction, transfer rate
    • Cost analysis: Per call, per campaign

Custom Reports:

  • Filter by date range, agent, outcome
  • Export to CSV/Excel
  • Create dashboards
  • Set up alerts for anomalies

Use Cases & Examples​

Customer Support Automation​

Scenario: Automate common support queries with AI

  1. Customer calls support exophone
  2. AI agent answers: "Hi, I'm Alex from Acme Support"
  3. AI asks: "How can I help you today?"
  4. Customer describes issue
  5. AI:
    • Searches knowledge base for solution
    • Provides step-by-step troubleshooting
    • Creates support ticket if unresolved
    • Transfers to human agent if needed
  6. Call ends with ticket reference number

Benefits:

  • Instant response (no wait time)
  • 24/7 availability
  • Consistent quality
  • Reduces human agent workload

Appointment Confirmation​

Scenario: Confirm appointments automatically

  1. Workflow triggers 1 day before appointment
  2. AI calls customer's number
  3. AI: "Hi, this is a reminder about your appointment tomorrow at 2 PM with Dr. Smith. Can you confirm?"
  4. Customer: "Yes" or "I need to reschedule"
  5. If confirmed: AI thanks and ends call
  6. If reschedule: AI collects preferred time, updates calendar
  7. Confirmation/reschedule updates CRM automatically

Benefits:

  • Reduces no-shows
  • Frees staff from manual calls
  • Updates calendar in real-time

Lead Qualification​

Scenario: Qualify leads with AI before sales team contact

  1. New lead submits form on website
  2. Workflow waits 5 minutes
  3. AI calls lead
  4. AI: "Hi, I'm calling about your recent inquiry. Do you have a moment?"
  5. AI asks qualifying questions:
    • Budget range?
    • Timeline?
    • Decision maker?
  6. AI scores lead based on responses
  7. Hot leads → immediate alert to sales rep
  8. Cold leads → nurture campaign
  9. Call transcript attached to lead record

Benefits:

  • Qualifies leads 24/7
  • Sales team focuses on hot leads
  • Captures lead data in real-time

Payment Reminders​

Scenario: Remind customers about pending payments

  1. Workflow checks for invoices due in 3 days
  2. AI calls customers with pending invoices
  3. AI: "This is a friendly reminder that invoice #12345 is due on June 10th"
  4. AI provides payment link via SMS after call
  5. Customer can:
    • Confirm payment made
    • Request payment link
    • Ask for extension
  6. AI updates invoice status based on response

Benefits:

  • Improves payment collection
  • Reduces manual follow-up
  • Professional reminder system

Getting Help​

Expedify Support​

Exotel Support​

Resources​

Next Steps​

After setting up Exotel integration:

  1. ✅ Test manual calls to verify basic connectivity
  2. ✅ Create your first AI voice agent for inbound or outbound
  3. ✅ Set up one simple workflow (e.g., appointment reminder)
  4. ✅ Review call recordings and refine AI agent instructions
  5. ✅ Scale up to more complex use cases

Ready to get started? Go to Settings → Integrations and configure Exotel now!

Need help? Contact Expedify support or check the Voice Calling guide for more details.

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