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Use cases

Create a VoiceBot, call a customer, read the transcript​

Prompt to your AI client:

Create a VoiceBot named "Delivery reminder" that greets the caller, asks them to confirm a delivery slot between 6pm and 9pm today, and thanks them. Once it is ready, place a test call to +91XXXXXXXXXX and share the transcript with me.

What the agent does:

  1. Calls exotel_voicebot_create with a natural-language description of the bot. The platform generates the assistant, its system prompt, a TTS voice, and default settings.
  2. Polls exotel_voicebot_creation_status every few seconds until the bot is ready.
  3. Calls exotel_voicebot_list_phone_numbers to pick a caller_id.
  4. Calls exotel_voicebot_place_call with the bot ID and target number.
  5. Polls exotel_voicebot_call_status until the call ends.
  6. Calls exotel_voicebot_transcript_get with the session UUID and pastes the transcript back in chat.

Credentials required: VoiceBot fields plus the reused CPaaS calls_* fields for outbound dialing. See Overview → VoiceBot.

Run a DLT-compliant SMS campaign​

Prompt to your AI client:

Send our approved offer_summer_2026 template to the 500 opted-in leads in leads.csv, personalizing the first_name field per row. Come back with counts of accepted and failed.

What the agent does:

  1. Reads the CSV from your working directory.
  2. Calls exotel_sms_send_bulk_personalized with the template ID and one row per lead. Exotel rejects any row whose sender ID or template ID does not match your DLT approvals.
  3. Polls exotel_sms_get_delivery_status in batches for the returned SMS SIDs.
  4. Sums the DELIVERED and FAILED counts and returns a short summary.

Failures come back with the DLT reason attached (invalid template, opted-out DND, header mismatch), which the agent can quote if you ask.

Click-to-call an agent to a customer, with recording​

Prompt to your AI client:

Bridge Agent at +91AGENTNUMBER to Customer at +91CUSTNUMBER, record the call, and give me the recording link when it ends.

What the agent does:

  1. Calls exotel_voice_connect_two_numbers with record=true.
  2. Polls exotel_voice_get_single_call_details on the returned CallSid until Status is completed.
  3. Extracts RecordingUrl from the response.
  4. Wraps it with exotel_audio_play_from_url so you get an in-browser player, and exotel_audio_download_from_url for the raw file.

The CallSid is your reference for everything downstream: quality analysis, callback event lookup, refund disputes.

Quality-analyze yesterday's inbound calls​

Prompt to your AI client:

Ingest every inbound call from yesterday against our customer_support quality profile and show me the ten lowest-scoring ones with the top three failure reasons.

What the agent does:

  1. Calls exotel_voice_get_bulk_call_details filtered to yesterday's date and Direction=inbound.
  2. Builds a batch payload of {call_sid, audio_url} and calls exotel_cqa_ingest_batch. The server returns a job_id.
  3. Polls exotel_cqa_track_job until the batch analyses complete.
  4. Calls exotel_cqa_list_analyses sorted by score, limit 10.
  5. For each low-scoring interaction, calls exotel_cqa_get_analysis to pull the KPI breakdown, then aggregates the most common failed KPIs.

This assumes you already created a quality profile with exotel_cqa_create_quality_profile and an assignment rule that routes inbound customer-support calls to it.

Send a ticket update by SMS​

A support agent has a closed ticket and needs to tell the customer. They already have a DLT-approved template. They ask the client to send that template to the customer's number.

Prompt to your AI client:

Send our approved ticket_update template to +91XXXXXXXXXX. Set ticket_id to TCK-1842. Tell me when Exotel accepts the message.

What the agent does:

  1. Calls exotel_sms_send_single with the template ID, the destination number, and the ticket_id value.
  2. Returns the SMS SID if Exotel accepts the request. If DLT rejects it (wrong template, DND, header mismatch), the agent quotes the reason.

If the customer later says the message never arrived, ask the client to check that SMS SID with exotel_sms_get_delivery_status.

Hear the last call with a customer​

A customer says an agent promised a refund this morning. Before you call them back, you want to hear that conversation.

Prompt to your AI client:

Find this morning's inbound call from +91XXXXXXXXXX. Tell me how long it lasted and give me a link to play the recording.

What the agent does:

  1. Calls exotel_voice_search_callbacks_by_number or exotel_voice_get_bulk_call_details with that number and today's date.
  2. Picks the matching inbound call and calls exotel_voice_get_single_call_details.
  3. If a recording exists, wraps the URL with exotel_audio_play_from_url.

See the tools reference for the full menu.