What is an Applet?

With the help of Applets, we offer you the possibility of building your own custom workflow using an easy app builder interface. All you have to do is drag and drop the necessary applets and configure it the way you want to. Give it a try by building a simple IVR!


Where you can find it?

You can find all the Applets here.


Greeting

The greeting applet allows you to set a recorded voice to greet your customer. You can upload a recording in any form - record it using your own phone, upload an 8000 Hz Mono .wav file or just let Robocop speak for you.

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Greeting Applet

New Call

A New Call applet is used to connect the agents/groups of agents who are added to a flow to receive calls. The New Call applet can be used for sending information about a call to internal agents in your company. These calls are typically transactional calls.

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New Call Applet

Connect

The Connect applet helps you connect the caller to a user, group or a number. Dial a user or a group (group recommended always). You can also choose to dial a phone number(s) by filling in details or returning the URL. 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).

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Connect Applet
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Connect Applet
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Connect Applet

Voicemail

This applet allows users to leave a voicemail which can be traced in your system – depending on which group/user you want the voicemail to go to.

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Voicemail Applet

Email

This applet e-mails a group or a user all the details of the call regarding who called, what time they called, what did they input, which agent answered the call or which call went unanswered and whether there is a voicemail recording.

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Email Applet

IVR Menu

This applet opens up the IVR menu. You can use this applet to set up an IVR in any way you desire.

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IVR Menu Applet

Hangup

This is the simplest applet. It is the full stop of the applets :)

Hangup Applet

Timing

This applet provides you with the ability to take calls between specific timings and divert the rest to voicemail or to another flow. You can create multiple shifts via using the Timing applet with the Transfer applet.

Timing Applet

Gather

This applet allows you to take numeric information from the user via their keypads. The information that is collected can be used in multiple ways such as coupon offers, as a system generation check, along with the Passthru applet to re-send real-time information to the end user/caller.

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Gather Applet

Passthru

Using the Passthru applet, you can get Exotel to talk to your Application URL and pass on details about the incoming call as and when it happens. Your application can now process this information to decide which path (success/failure) the flow should take next. This applet helps to dynamically control the flow as well as store the call details in your CRM system or other applications.

Right now, it is possible only to make a binary decision with Passthru. For example, you can return a 200 OK for choice A and 302 Found for choice B.

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Passthru Applet

The following are the query parameters of the GET request. Note that only some of this list may be passed to your application - depending on what stage of the flow you have placed the pass-through applet.

Parameter NameValue
CallSidstring; unique identifier of the call
FromNumber of the caller / number at the end of the first leg of the call
ToYour company number into which the call came
Direction'incoming', 'outbound-dial'
DialCallDurationThe duration of the call (when the call was connected to an agent)
StartTimeTime in format YYYY-MM-DD HH:mm:ss; Date and time when the call request was initiated to the operator
CurrentTimeCurrent server time (format : yyyy-mm-dd hh:mm:ss)
EndTime1970-01-01 05:30:00 (known as UNIX time or epoch time). Note that this would be a constant value and you may instead trigger our Call Details API after the call has been completed, to get the accurate information
CallTypePossible values:
  • call-attempt (IVR only, no connect applet)
  • completed (Call conversation happened)
  • client-hangup (Client hung up during connect applet)
  • incomplete (Connect applet, no agent picked up)
  • voicemail (Went to voicemail applet)
digitsIf there was a 'Gather' applet before this pass-through applet, the numbers that were gathered. NOTE: This parameter comes with a double quote (") before and after the number. You'll have to trim() this parameter for double quotes (") to get the actual digits.
RecordingUrlA RecordingUrl will only be available if the passthru applet is after a CONNECT/VOICEMAIL/GREETING applet. There will also be a delay before the recording can be accessed. This delay can be anywhere between 5 - 20 mins.
CustomFieldIf the call was initiated via API , the value that was passed in CustomField in the API call.
DialWhomNumberShows the number of the agent who was dialed to last.

Transfer

The transfer applet helps you build multiple flows and transfer amongst 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 large flow and keep repeating the drag-drop, you could create a new 'Voicemail' Flow and use that multiple times via the Transfer applet.

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Transfer Applet

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 existing 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.

Who's Calling Applet

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.

Password Applet

List Manager

This applet helps you dynamically add each caller into a particular list. For e.g.: 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'.

List Manager Applet

Switch Case

This applet helps customers streamline their flows based on multiple responses. It helps them create different workflows based on different responses given.

Switch Case Applet

SMS

This 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 an 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.

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SMS Applet

New SMS

This applet is used to send an SMS to the agents/groups of agents who are added to a flow to receive calls. This applet can be utilized for sending information about a call to internal agents in your company. These SMSes are typically transactional SMSes.

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New SMS Applet