Connect a calling provider

Use a supported calling provider when your team needs provider-connected click-to-call and call-history updates.

Prepare the connection

You need workspace Admin access, an eligible Exotel or Tata Smartflo account, and the provider-side permissions needed to configure your connection. Provider subscriptions and call charges are separate from Convertly pricing.

Connect and map your team

1. Open Integrations and choose Exotel Calling or Tata Smartflo.
2. Complete the provider-specific setup fields using the values from your provider account.
3. Map each permitted CRM user to the appropriate provider agent or phone number.
4. Configure the callback details shown by the setup screen in the provider account.
5. Review the connection and enable it when ready.

Keep callback URLs and credentials private. Do not put them in support screenshots or website code.

Test a call

Arrange a test with someone who has agreed to receive it. Open a permitted lead, select the calling action, and review the confirmation before dialing.

The provider rings the mapped agent first and then connects the lead. Keep the agent phone available. Starting the request does not prove the lead answered.

Check the result

Review the call’s status and reported duration in Calls. If the result is delayed, inspect the provider-specific logs and configuration before trying again. A repeated click can create an unwanted second call.

Troubleshooting

• No calling action: check Calls permissions and the connection’s enabled state.
• Agent phone does not ring: review user mapping and provider readiness.
• Call succeeds but history is delayed: check provider callbacks and delivery logs.
• Recording unavailable: confirm the provider and current user support access; not every call has a recording.

For Android cellular tracking rather than provider calling, use the Android setup guide.