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Frequently Asked Questions

Lead Assist & API Access​

I signed up for an Exotel Account but can't use Lead Assist GreenVN APIs. What am I missing?​

Lead Assist is an account-level feature that must be enabled on request. Contact your account manager or write to hello@exotel.com. Note that Lead Assist API credentials are different from your default API credentials.

How can I get the call metadata for a call between two parties?​

You have two options:

  1. Events Callbacks (Push) — Configure a webhook endpoint to receive real-time call data
  2. GET Call API (Pull) — Use the CallSID to pull call details

What is the default maximum allocation duration?​

At the service level, the default maximum allocation duration is 170 days. Account-level configurations allow customization from as low as 5 minutes up to 170 days.

What parameters can be updated for an active allocation?​

You can update: A-party and B-party numbers, PINs, usage settings, and GreenVN allocations.

Do we have to pay for Virtual Numbers used in Lead Assist?​

For the Lead Assist GreenVN solution, there are no charges for virtual numbers associated with your account pool. Other virtual numbers may incur monthly rental fees.

Zoho Integration​

Can I integrate two Exotel accounts with Zoho CRM/Bigin or Zoho Desk?​

No. The integration follows a one-to-one mapping — only one Exotel account can be integrated per Zoho instance.

Can I integrate both Zoho CRM/Bigin and Zoho Desk with Exotel?​

Yes, both platforms can be integrated simultaneously with the same Exotel account.

My inbound call and missed call details are not updating in Zoho.​

Verify that account names have no blank spaces in Steps 8 and 11 of the integration setup.

I'm not getting the pop-up for inbound calls in Zoho Integration.​

Confirm that user phone numbers match across both platforms and verify Step 7 configuration accuracy.

I'm unable to make outbound calls in Zoho Integration.​

Check the following:

  • Click-to-call is enabled
  • User phone numbers match across platforms
  • KYC is complete
  • Account credits are available