Phone calls (Twilio and Exotel)

Click-to-call from CRM and Helpdesk with your own Twilio or Exotel account - where to find the keys, how to connect, and how incoming calls reach the right person.

Ellibo can place calls for you: it rings your phone first, then connects you to the customer, and logs the call (with the recording, if you want) on the record. You use your own calling account and pay it per minute. Ellibo adds no charge.

Provider	Where
Twilio	Worldwide
Exotel	India

Calling is set up in CRM › Settings › Calling (Standard plan and up), and in Helpdesk › Settings › Messaging & phone for support calls.

Twilio

Sign up at twilio.com and upgrade the account (a trial account can only call numbers you have verified).
Buy a phone number with Voice (Console › Phone Numbers › Buy a number). This is the number customers see.
On the Console home page, copy the Account SID and Auth Token (click to show it).
In Ellibo, open CRM › Settings › Calling, choose Twilio, enter the SID, token and number, and click Connect. Ellibo checks them with Twilio.
For incoming calls: copy the Address under Calls to … in Ellibo, and in Twilio open Phone Numbers › your number › Voice › A call comes in - choose Webhook, HTTP POST, and paste it.

Exotel

Sign up at exotel.com and get an ExoPhone - the number customers see.
In the Exotel dashboard, open Settings › API Settings (admins only). Copy the Account SID and API Key, and click Show for the API Token.
Note your region: accounts on my.mum1.exotel.com are India (Mumbai); others are Singapore.
In Ellibo, open CRM › Settings › Calling, choose Exotel, enter the API key, token, Account SID, ExoPhone and region, and click Connect.

Calls to your ExoPhone follow the call flows you set in Exotel.

Everyone adds their own phone

Each person opens their menu › My settings › Calls and enters the phone Ellibo should ring first (with the country code if abroad).

Recordings

Turn Record calls on or off in Settings › Calling. Recordings play inside Ellibo for people who may open the record. In many countries you must tell people a call is recorded.

More: Calling customers from CRM and Phone calls in Helpdesk.

If something goes wrong

Problem	Fix
Keys not accepted	Copy the Account SID and Auth Token from the same Twilio account (not a sub-account).
Your phone doesn't ring	Add your phone in My settings › Calls, with the country code.
Twilio: unverified number	Upgrade your Twilio account.
Changed the Twilio Auth Token	Click Change keys in Settings › Calling and paste the new one.