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Prerequisites

Before you begin, ensure you have:
  • An Exotel account with admin access to the dashboard
  • An Exophone (virtual number) configured in your Exotel account that will receive customer calls
  • Access to App Bazaar to create and edit call flows

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Step 1: Sign Up for IrisAgent

You can sign up for IrisAgent in one of two ways: by connecting your ticketing platform or using public website as knowledge source.

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Step 2: Set Up Call Routing in Exotel

Next, configure Exotel to route incoming calls to your IrisAgent Voice AI. Exotel uses call flows built in App Bazaar and assigned to an Exophone to manage how incoming calls are handled. The Connect applet within a call flow routes calls to an external number.

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Create a Call Flow to Route Calls to IrisAgent

  1. Sign in to your Exotel dashboard
  2. Navigate to App Bazaar and click Create under Custom Apps to open the app builder
  3. Enter a name for the call flow (e.g., “IrisAgent Voice AI”)
  4. Drag the Connect applet onto the call flow canvas
  5. In the Dial Whom section of the Connect applet, choose the option to dial a number and enter the external phone number provided by the IrisAgent team
  6. Click Save to save the call flow
Note: When entering the IrisAgent phone number, use the full E.164 format with country code (e.g., +91 for India or +1 for US numbers).
Tip: You can adjust the Connect applet’s Ring Duration and Call Duration settings, and configure a fallback if needed.

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Assign the Call Flow to Your Exophone

  1. From the Exotel dashboard, click ExoPhones in the left panel of the Admin section
  2. Locate the Exophone (virtual number) that your customers will dial
  3. In the Installed App column for that Exophone, click the app icon to open the drop-down list
  4. Select the call flow you created in the previous step (e.g., “IrisAgent Voice AI”)
  5. Save your changes
Note: You can assign multiple Exophones to a single call flow.

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Step 3: Test Your Integration

After completing the setup, verify that calls are routing correctly to IrisAgent Voice AI.

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Make a Test Call

  1. Call the Exophone associated with your call flow from an external phone
  2. You should hear the IrisAgent Voice AI greeting
  3. Test a few common customer queries to ensure responses are working as expected