Deploy Assistant in Exotel Contact Center

11 min

This guide helps you make your AI Assist Assistant available to agents during live calls.

Before You Start

Please make sure the following are ready:

Your AI Assist Assistant is already created in the portal

The AI Assist Configuration App is already installed in your Contact Center

The correct Campaign ID is already mapped with the Assistant URL in the Configuration App

You have downloaded the Assistant application file (file format ends with .aaex)

Your calling campaign is already set up to send live audio

You have administrator access to the Contact Center

If any of these are missing, complete them first before continuing.

⚠️ Important: If the Configuration App is not installed or campaigns are not mapped correctly, the Assistant App will appear but will not function.

Step 1: Upload the Application

Open the App Configuration tab

Go to the section where applications are managed

Upload the .aaex file you downloaded earlier

Wait until the upload finishes

Once the upload is complete, the application will appear in your system and is ready to be configured.

Step 2: Choose Where the Assistant Appears

This step controls where agents see the Assistant during calls.

Recommended placement

Place the assistant in the right-side panel of the agent desktop.

This layout ensures:

The assistant is visible during live calls

Transcripts and suggestions update correctly

The panel can open automatically when a call starts in agent desktop

What to avoid

Do not place the agent in:

Background-only areas

Customer record sections

Header-only or menu-only areas

These locations may load the app but will not support live call assistance properly.

Step 3: Decide Who Can See the Assistant

Next, choose which user roles can access the assistant.

At minimum, make sure:

Agents are enabled

You may also allow access for:

Supervisors

Administrators

If agents are not enabled, the assistant will never appear for them, even if everything else is correct.

Step 4: Control When the Assistant Appears

Now choose when the assistant should be visible.

Select only:

The exact campaigns that are mapped to this assistant in the ai assistant portal.

If the assistant is enabled for the wrong campaign, it may appear but will not work.

Step 5: Save and Apply Settings

After reviewing all selections:

Save the configuration

Apply or install the changes

Wait for confirmation

The assistant is now available in the Contact Center, but it is not active yet.

Step 6: Publish the Assistant

To make the AI Assistant actually work:

Go back to the AI Assistant portal

Open your assistant

Select the option to publish it

Until this step is completed, the assistant will not respond during calls.

Step 7: Test with a Real Call

The only correct way to test the assistant is with a live call.

How to test

Sign out of the administrator account

Start a test call using the enabled campaign

During the call, check that:

The assistant appears on the right side

Live text starts showing

Suggestions begin appearing (if configured)

If this works, your setup is complete.

Quick Checklist

Before you finish, confirm all of the following:

Application file uploaded successfully

Assistant placed in right-side panel and right-side bar

Agent role enabled

Correct campaign selected

Assistant published in the AI portal

Tested using a real call

If all items are checked, your AI Assistant is live.