---
title: AI Assist in Exotel Platform
slug: ai-assist/ai-assist-in-exotel-platform
createdAt: 2026-03-16T07:26:22.044Z
---

Welcome! This guide will walk you through setting up AI Assist on Exotel Platform, from creating your first assistant to deploying it in live Exotel Platform. 

## Overview

AI Assist is a real-time AI-powered panel that integrates with Exotel's contact center platform to help agents handle calls more effectively. It provides:

- **Live Transcription** - Real-time transcription of agent-customer conversations
- **Smart Replies** - AI-generated suggested responses to help agents respond faster
- **Real-time Sentiment** - Automatic detection of customer sentiment during calls

## Prerequisites

Before you begin, ensure you have:

1. **Admin Access** to Exolite (your Exotel contact center platform) 
   - Access to `my.in.exotel.com` or` my.exotel.com`
   - Tenant Admin role with flow management permissions
2. **Platform Requirements** 
   - Exotel Platform account with Exophone flow engine enabled
3. **Understanding of Basic Concepts** 
   - Exophone
   - Exotel App Flows
   - Stream Applet (part of Exotel Platform), Connect Applet, Transfer Applet

## Step 1: Create an AI Assist Assistant

### 1.1 Access the Ai Assist Portal 

1. Log in to your Exotel account at **`my.in.exotel.com`** or **`my.exotel.com`**
2. Click **AI Assist** under **HOUSE OF AI **in the left nav bar to access **Ai Assist Portal **`ai-assist.exotel.com`

::Image[]{src="https://images.archbee.com/SK2urIgCC2ml99YyqWOSl/BkQjOt4VLZcAjw1caIRQ5_image.png?format=webp" size="84" width="800" height="693" position="center" darkWidth="800" darkHeight="693" showCaption="false"}

3. Login to `ai-assist.exotel.com` and Click Create AI Assistant. 

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/8CX-y3YefB_L4EPXoytop_image.png" size="92" width="1914" height="1040" position="center" darkWidth="1914" darkHeight="1040" showCaption="false"}

## Step 2: Create a New AI Assist Assistant

1. Click **Create Assistant**. 

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/Zh--xNuU9fNACKWQX-qfz_image.png" size="22" width="230" height="72" position="center" darkWidth="230" darkHeight="72" showCaption="false"}

2. Enter a clear name (example: *Voice & Chat Assist – Card Support*). 
3. Define the purpose and behavior of this assistant to govern ai assistance
   *Some examples : *
*1. Assist agents across all customer support calls by surfacing relevant KBs, SOPs, and compliant guidance. *
**
   *2. Assist agents during credit card upsell calls by surfacing relevant offers, eligibility rules, objection handling scripts, and compliance guidelines. *
**
   *3. Support loan collections calls with compliant scripts, negotiation guidance, and disposition suggestions. *
4. Click Next to proceed. 

::Image[Step 3 : Upload Knowledge Base (KB) Documents]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/h9rOhJP0FIk3j6lWkNgur_image.png" size="88" width="1966" height="1228" position="center" darkWidth="1966" darkHeight="1228" showCaption="false"}

## Step 3: Upload Reference Documents

In this step, you upload reference documents that the **AI Assist Assistant** uses to surface **Smart Replies **during live interactions.

The quality and relevance of these documents directly determine **how the assistant behaves and what it suggests to agents**.

1. On the **Add reference documents for this Assistant** screen, upload documents that are **relevant to the assistant’s intended behavior**: 
   - Policies, SOPs, scripts, or FAQs that the assistant should follow 
   - Content aligned to the use case (for example: card blocking, refunds, delivery issues) 
2. Upload files by: 
   - Dragging and dropping them into the upload area, **or** 
   - Clicking **Browse** to select files from your system 
3. Click **Next** to continue. 

::Image[Upload **only those KB articles that match how this assistant is expected to help agents**.]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/DTWpHN0oNelF-XDh6cxdZ_image.png" size="88" width="1952" height="1120" position="center" darkWidth="1952" darkHeight="1120" showCaption="false"}

### Important guidance on what to upload

For example:

- If the assistant is meant for **Card Support**, upload card-related SOPs and FAQs. 
- If it is for **Delivery or Logistics**, upload delivery workflows and escalation guides. 

### Supported file formats and limits

- **Supported formats:** .doc, .xls, .pdf, .txt 
- **File size limits:** 
  - .doc, .pdf: up to **50 MB** 
  - .txt: up to **10 MB** 

:::BlockQuote
**Important:**
Image-only PDFs are not supported. Upload documents that contain readable text (or text + images) so the content can be indexed and used for suggestions.
:::

### What happens after this step

- The uploaded documents are indexed. 
- During live **voice calls or chat interactions**, AI Assist Assistant uses this content to: 
  - Surface Smart Replies
  - Guide agents based on the defined behavior of the assistant 

### Optional: Skip for now

- You can click **Skip and continue** if documents are not ready. 
- KB documents can be added or updated later by editing the AI Assist Assistant configuration. 

### What to avoid

- Do not upload unrelated or generic documents. 
- Do not mix multiple use cases in a single assistant. 
- Do not upload outdated or draft content. 
- Do not upload scanned or image-only files. 

## Step 4: Configure Assistant

### 4.1. Review Basic Details and Select Channel

**What to do**

1. In Basic Configurations, Select one or both channels: 
   - **Voice** 

:::BlockQuote
Note: AI Assist behavior adapts based on the selected channel.
:::

2. Review other basic details or Upload/Edit uploaded reference documents. 

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/fxPLwnFsepsmfq-KvGvvX_image.png" size="88" width="1596" height="1246" position="center" darkWidth="1596" darkHeight="1246" showCaption="false"}

### 4.2. Set Configurations

**What to do**

1. Platform Integration -  Select "**Exotel Platform**" to run Assistant. 

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/3rH1vv2Q4MtJNisUaCu4x_image.png" size="88" width="1919" height="1040" position="center" darkWidth="1919" darkHeight="1040" showCaption="false"}

2. General Configuration - 
   1. Enable/Disable Live transcript for Voice Interactions
      - **What happens after this step **

        - Agents see live captions **only during voice calls**.

        :::BlockQuote{listStyleType="disc" listStart="2"}
        **Note: **Transcript display applies **only** when **Voice** is the active channel.
        :::
   2. Enable/Disable Smart replies 
      - **What happens after this step**
        - Relevant Smart replies appear in real time for the selected channel. 

   3. Enable/Disable Real time customer sentiment
      - **What happens after this step**
        - Agent see live sentiment of the customer during the interaction.



::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/z1iyr437wGjUR3mNhIYFv_image.png" size="88" width="2538" height="1400" position="center" darkWidth="2538" darkHeight="1400" showCaption="false"}

4. Click on Next to proceed for deployment. 

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## Step 5: Deploying AI Assist Application

**Copy the Assistant URL**
Once your assistant is configured, copy the generated **Assistant URL**. 

1. **Publish the Assistant**
    Click on **Publish** to make the assistant live and ready for deployment. 

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/zyComiiVlyXzIqR4DAwI9_image.png)

**NOTE: Enable AI Assist for Calls**
****
Publishing the assistant alone is **not sufficient** to activate it for live calls. To enable AI Assist during calls, you must configure an **App Flow **(App Bazaar) in the Exotel platform:

\- Create or update your **App Flow** (App Bazaar)
\- Add a **Stream Applet** 
\- Paste the **Assistant URL** into the stream applet configuration 

### What This Enables

Once configured, the system will start streaming call audio to AI Assist, enabling:

- **Real-time transcription** 
- **Smart reply suggestions** 
- **Live sentiment analysis** 

This is the core pipeline that powers Agent Assist capabilities during active calls .

### Next Step

Follow the steps below to complete the AI Assist flow setup. 

## Step 6: Configure the App Flow (App Bazaar) for AI Assistant 

This is the **critical activation step**. AI Assist only works when the Stream Applet in your Exophone flow contains the valid Assistant URL.

### 6.1. Access Exotel App Flow Builder (App Bazaar)

1. Log in to **Exotel Platform **
2. Navigate to **App Bazaar **

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/EdlSHhh5IzgeUEYeA9221_image.png)

3. Select an existing flow or create a new one
4. Click **Edit** to open the **App Bazaar Editor**

### 6.2. Add the Stream Applet

1. In the flow editor, locate the **Applets** panel
2. Search for or scroll to find **Stream Applet**
3. Drag the **Stream Applet** into your flow 
   - Placement: Before the call connects to an agent
   - You can see in the image, 

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/WsuCBAxZOM5yWJhJ2K236_image.png" size="88" width="1917" height="1035" position="center" darkWidth="1917" darkHeight="1035" showCaption="false"}

:::Paragraph{listStyleType="disc" indent="3"}
You need to click on "Start a Stream", 
:::

:::Paragraph{listStyleType="disc" listStart="2" indent="3"}
Paste the "copied Assistant URL" in Where do you want to send the audio stream? option
:::

:::Paragraph{listStyleType="disc" listStart="3" indent="3"}
Select "NOW" in When should the Stream begin? option. 
:::

4. **Using AI Assist with a Specific Exophone, **If you want to enable AI Assist directly for a specific Exophone:

- Drag and add a **Connect Applet** to your App Flow 
- Configure the **dial settings** as required (Exophone, destination number, etc.) 

This allows you to trigger AI Assist for calls made through that specific Exophone configuration.

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/JXmwlllgBXg89CyRifqrp_image.png)

5. **Using AI Assist in Your Existing App Flows, **To enable AI Assist within your current call flows, follow these steps:
   1. **Create or Open an App Flow**
      1. Go to the Exotel platform 
      2. Create a **new App Flow** or open an existing one where you want to enable AI Assist 
   2. **Add a Stream Applet**
      1. Insert a **Stream Applet** into the flow 
      2. Paste the **Assistant URL** (copied earlier) into the configuration. This step enables real-time audio streaming to AI Assist.
   3. **Add a Transfer Applet**
      1. Add a **Transfer Applet** after the stream step 
      2. Select the **target app flow** (typically your agent-handling or voicebot flow). This ensures the call continues while AI Assist runs in parallel.

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/AKC8Ow4cZVL7xIn1I7xyp_image.png)

6. ** Publish the Flow**
   1. Click **Publish** or **Save & Deploy** to activate the flow
   2. Confirm the flow deployment
   3. You'll see a success message: "Flow published successfully"

**Important:** Once the flow is published, any calls routed through this flow will automatically activate AI Assist.

***

## Agent Experience During Live Calls

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/gvKUwputcmnwbaE2qm5Yz-20260406-084930.png)

:::Heading{depth="3" indent="1"}
What happens when a call connects?
:::

When a call is connected, it is routed through the flow containing the Stream Applet with a valid Assistant URL:

1. **Call connects** → Agent sees the call on the dashboard
2. **Call state becomes ACTIVE** → Automatic actions trigger: 
   - Stream Applet forks agent-customer audio
   - WebSocket streaming session opens
   - **Assist Panel auto-expands** on the agent's screen (right side)
   - Real-time transcript begins streaming
   - Smart replies suggestions appear
   - Sentiment indicator updates

:::Heading{depth="3" indent="1"}
Assist Panel Features 
:::

The Assist Panel provides three main sections:

3.1. Live Transcript - Real-time word-for-word transcription of the conversation

3.2. Smart Replies - 

- AI-generated suggested responses appear in real-time
- Based on customer query and knowledge base

3.3. Real-time Sentiment

- Visual indicator of customer mood/sentiment
- Updates periodically during call
- Helps agent gauge customer satisfaction in real-time
- Color-coded: Green (Positive) → Yellow (Neutral) → Red (Negative)

:::Heading{depth="3" indent="1"}
Manual Control of Assist Panel
:::

:::Paragraph{listStyleType="decimal" indent="2"}
Auto-Expand on Call
:::

:::Paragraph{listStyleType="decimal" indent="3"}
When call state changes to ACTIVE, panel auto-expands
:::

:::Paragraph{listStyleType="decimal" listStart="2" indent="3"}
This is automatic and requires no agent action
:::

:::Paragraph{listStyleType="decimal" listStart="2" indent="2"}
Manual Toggle
:::

:::Paragraph{listStyleType="decimal" indent="3"}
**Button Location**: Top-right corner of the call screen
:::

:::Paragraph{listStyleType="decimal" listStart="2" indent="3"}
**Click to Open**: Opens/closes the Assist Panel if minimized or closed
:::

:::Paragraph{listStyleType="decimal" listStart="3" indent="3"}
**Minimize**: Click the minimize icon to reduce panel to save screen space
:::

:::Heading{depth="3" indent="1"}
Ai** Assist in Outbound Calls**
:::

:::Paragraph{listStyleType="decimal" indent="2"}
**Initiate the Call** 
:::

:::Paragraph{listStyleType="disc" indent="3"}
Click on the **Call** button 
:::

:::Paragraph{listStyleType="disc" listStart="2" indent="3"}
Select the **App Flow configured with AI Assist** 
:::

:::Paragraph{listStyleType="disc" listStart="3" indent="3"}
Click **Call** to start the outbound interaction 
:::

:::Paragraph{listStyleType="decimal" listStart="2" indent="2"}
**AI Assist Activation** 
:::

:::Paragraph{listStyleType="disc" indent="3"}
Once the call is connected, the **AI Assist Panel** will automatically appear on the dashboard 
:::

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