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App Builder

The App Builder is Exotel's no-code tool for creating call flow applications. Using a visual drag-and-drop interface, you can design complex call flows by connecting applets together, configure each step, and deploy your app -- all without writing a single line of code.

Accessing the App Builder​

  1. Log in to my.exotel.com
  2. Navigate to App Bazaar in the left sidebar
  3. Click Create New App to start from scratch, or select an existing app and click Edit
  4. The App Builder opens with the visual Flow Builder

App Builder Interface​

The App Builder interface consists of the following sections:

SectionLocationPurpose
Applet PaletteLeft sidebarLibrary of available applets to drag into the canvas
Flow CanvasCenter areaVisual workspace where you design the call flow
Properties PanelRight sidebarConfiguration panel for the selected applet
ToolbarTop barSave, test, undo/redo, zoom, and version controls
Status BarBottom barValidation status, warnings, and flow summary

Creating an App​

Step 1: Start a New App​

  1. Click Create New App
  2. Enter an App Name (e.g., "Customer Support IVR")
  3. Optionally add a description
  4. Click Create

Step 2: Add Applets to the Canvas​

  1. From the Applet Palette, drag an applet onto the canvas
  2. The first applet you place becomes the entry point of the flow
  3. Continue adding applets by dragging them from the palette

Step 3: Connect Applets​

  1. Hover over an applet to reveal its output connectors (small circles on the edges)
  2. Click and drag from an output connector to the next applet's input connector
  3. A connecting line appears, showing the flow path
  4. For applets with multiple outputs (e.g., IVR), each output can connect to a different next step

Step 4: Configure Each Applet​

  1. Click on an applet in the canvas
  2. The Properties Panel opens on the right
  3. Configure the applet's settings (see individual applet guides for details)
  4. Click Save in the properties panel

Step 5: Validate and Save​

  1. Click the Validate button in the toolbar
  2. The builder checks for:
    • Disconnected applets (not linked to the flow)
    • Missing required configurations
    • Circular references
    • Dead-end paths without a Hangup applet
  3. Fix any validation errors highlighted in red
  4. Click Save App

App Configuration Options​

General Settings​

SettingDescription
App NameDisplay name for identification
DescriptionOptional text describing the app's purpose
Incoming Call HandlingDefines the entry point for inbound calls
TimeoutMaximum call duration before automatic hangup (default: 3600 seconds)

Call Recording​

SettingOptions
Recording enabledYes / No
Recording formatMP3 (default) or WAV
Dual-channelRecord agent and customer on separate channels
Recording consentAdd a Greeting applet at the start to announce recording

Fallback Behavior​

Configure what happens when the flow encounters an error:

ScenarioDefault BehaviorConfigurable
Applet failsMove to next applet in sequenceYes -- route to a specific fallback applet
No agent availablePlay busy message and hang upYes -- route to voicemail or queue
HTTP timeout (Passthru)Continue to next appletYes -- route to fallback path
Invalid DTMF input (IVR)Replay the IVR menuYes -- route to default option or agent

Working with the Flow Builder​

The visual flow builder is the core of the App Builder. See the Flow Builder Guide for detailed instructions on:

  • Navigating the canvas (zoom, pan, fit-to-screen)
  • Connecting and disconnecting applets
  • Creating branching logic (IVR menus, conditional routing)
  • Using the mini-map for large flows
  • Keyboard shortcuts for faster editing

Testing Your App​

Test Call Method​

  1. Save your app
  2. Assign it to an ExoPhone (or use a test ExoPhone)
  3. Make a call to the assigned ExoPhone
  4. Walk through the flow as a caller
  5. Check call logs to verify the flow executed correctly

Validation Checks​

The App Builder performs the following validation checks:

CheckWhat It Verifies
ConnectivityAll applets are connected to the flow
ConfigurationAll required fields are filled in
TerminationEvery path ends with a Hangup applet or a Connect applet
Circular referenceNo infinite loops in the flow
Applet compatibilityConnected applets are compatible with each other
tip

Always test with at least three scenarios: the happy path (caller follows expected flow), an edge case (unusual input), and a failure case (timeout or error condition).

App Templates​

Start from a pre-built template to save time:

TemplateFlow StructureBest For
Basic IVRGreeting > IVR (3 options) > ConnectSimple department routing
Support QueueGreeting > Connect (with queue) > VoicemailCustomer support teams
Lead CaptureGreeting > SMS > Email > HangupMissed call lead capture
SurveyGreeting > IVR (CSAT) > Passthru > HangupPost-call feedback
After HoursTime Check > Greeting > VoicemailBusiness hours routing

Using a Template​

  1. Click Create New App
  2. Select Start from Template
  3. Choose a template
  4. The template flow loads in the canvas
  5. Customize the applet configurations for your needs
  6. Save the app

App Versioning (Enterprise)​

Enterprise accounts have access to app versioning:

FeatureDescription
Version historyView all saved versions of an app
RollbackRevert to a previous version instantly
CompareSide-by-side comparison of two versions
CommentsAdd notes to each version describing changes
info

Every time you save an app, a new version is created. Version history is retained for 90 days (Growth plan) or indefinitely (Enterprise plan).

Best Practices​

  1. Start simple -- Begin with a basic flow and add complexity incrementally
  2. Always add a Greeting -- Welcome callers before routing them
  3. Handle every path -- Ensure every branch has a termination point (Hangup or Connect)
  4. Use Passthru for dynamic routing -- Integrate with your CRM or business logic via HTTP
  5. Test before going live -- Use a test ExoPhone to validate the entire flow
  6. Document your flows -- Add descriptions to each applet explaining its purpose
  7. Use templates for common patterns -- Do not reinvent standard flows