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Team Management

Exotel supports multiple users under a single account with role-based access control (RBAC). This guide covers how to add team members, assign roles, configure permissions, and manage agent devices.

User Roles​

Exotel provides three primary roles with different access levels:

RoleAccess LevelBest For
AdminFull access to all features, settings, billing, and API credentialsAccount owners, IT managers
SupervisorAccess to call logs, reports, agent management, and campaign operationsTeam leads, managers
AgentAccess to call handling features onlyCustomer support agents, sales reps

Role Permissions Matrix​

FeatureAdminSupervisorAgent
Dashboard homeFullFullLimited
Call logs and recordingsFullFullOwn calls only
SMS logsFullFullOwn messages only
ExoPhone managementFullView onlyNo access
Call flow builderFullView onlyNo access
Campaign creationFullFullNo access
Campaign managementFullFullNo access
Contact listsFullFullNo access
Analytics and reportsFullFullLimited
API credentialsFullNo accessNo access
Billing and creditsFullNo accessNo access
User managementFullLimited (add agents)No access
Account settingsFullNo accessNo access
KYC / Company detailsFullNo accessNo access

Adding Users​

Via Dashboard​

  1. Log in to my.exotel.com as an Admin
  2. Navigate to Settings > Users
  3. Click Add User
  4. Fill in the user details:
FieldRequiredDescription
NameYesUser's full name
EmailYesUser's email address (used for login)
Phone numberYesUser's mobile number (for call routing and OTP)
RoleYesAdmin, Supervisor, or Agent
  1. Click Send Invitation
  2. The user receives an email invitation to set up their password and access the dashboard

Via API​

curl -X POST "https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/users" \
  -H "Content-Type: application/json" \
  -d '{
    "first_name": "Rahul",
    "last_name": "Kumar",
    "email": "rahul@company.com",
    "phone": "+919876543210",
    "role": "agent"
  }'

API Reference: See the Users API for complete user management endpoints.

tip

When adding agents, ensure their phone numbers match across all integrated platforms (CRM, Exotel, helpdesk). Mismatched phone numbers are the most common cause of integration issues.

Configuring Agent Devices​

Agents can receive calls through different device types:

Device TypeDescriptionBest For
PhoneRoute calls to agent's mobile or landlineRemote agents, field staff
SIPRoute calls to a SIP softphone or PBXOffice-based agents with VoIP
WebRTCRoute calls through a web browserFully remote agents, no hardware needed

Setting Up Agent Devices​

  1. Go to Settings > Users
  2. Click on the agent's name
  3. Under Device Configuration, add the device:

Phone device:

{
  "type": "phone",
  "number": "+919876543210"
}

SIP device:

{
  "type": "sip",
  "sip_uri": "sip:agent@company.sip.exotel.com"
}

WebRTC device:

{
  "type": "webrtc",
  "enabled": true
}

Multiple Devices Per Agent​

An agent can have multiple devices configured with fallback priority:

PriorityDeviceBehavior
1WebRTC (browser)Try first if agent is online
2SIP (softphone)Fall back if WebRTC unavailable
3Phone (mobile)Last resort fallback

API Reference: See Manage Devices for device configuration endpoints.

Managing Users​

Updating User Details​

curl -X PUT "https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/users/<user_id>" \
  -H "Content-Type: application/json" \
  -d '{
    "phone": "+919876543211",
    "role": "supervisor"
  }'

Listing All Users​

curl "https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/users"

Deactivating a User​

curl -X DELETE "https://<api_key>:<api_token>@api.exotel.com/v2/accounts/<account_sid>/users/<user_id>"
warning

Deactivating a user immediately revokes their dashboard access and removes them from call routing. Ensure any call flows or campaigns referencing this user are updated before deactivation.

Team Organization Best Practices​

Naming Conventions​

Use consistent naming for users and devices:

ConventionExampleBenefit
Full namesRahul KumarEasy identification in reports
Department tagsSupport-Rahul, Sales-PriyaQuick filtering in dashboards
Location prefixBLR-Rahul, MUM-PriyaRegional team identification

Role Assignment Guidelines​

ScenarioRecommended Roles
Small team (< 5 people)1 Admin, rest as Agents
Medium team (5-20 people)1-2 Admins, 2-3 Supervisors, rest as Agents
Large team (20+ people)2+ Admins, team-specific Supervisors, Agents per team
Enterprise (multi-department)Department-level Admins and Supervisors

Security Best Practices​

  1. Limit Admin access: Only essential personnel should have Admin role
  2. Use Supervisor for managers: Supervisors can manage campaigns without accessing billing or API keys
  3. Review users regularly: Audit user list quarterly; remove inactive users
  4. Enforce strong passwords: Require password changes every 90 days
  5. SSO for enterprise: Use SAML/OAuth SSO for centralized authentication (enterprise plans)

Agent Status and Availability​

If using Exotel's contact center solution, agents have availability states:

StatusMeaningCall Routing
AvailableReady to receive callsIncluded in routing
BusyOn an active callExcluded from routing
AwayTemporarily unavailableExcluded from routing
OfflineLogged outExcluded from routing

Agents can set their status through the dashboard or WebRTC interface. Supervisors and Admins can view and change agent statuses.

Troubleshooting​

IssueCauseSolution
User cannot log inEmail or password incorrectReset password via login page
Agent not receiving callsPhone number mismatchVerify agent's phone in user settings
Supervisor cannot create campaignsInsufficient permissionsVerify role is set to Supervisor (not Agent)
Invitation email not receivedEmail blocked or spam-filteredCheck spam folder; whitelist Exotel emails
WebRTC not working for agentBrowser permissionsEnsure microphone access is granted; use Chrome or Firefox
Agent shows as offlineWebRTC session expiredRefresh the browser; re-login to the dashboard

Next Steps​