Inbound Call Routing and Handling Explained

Understanding Inbound Call Flow

When a call comes into your business phone number, the CRM processes it through a series of stages to ensure it is handled appropriately. The system moves through these stages sequentially, stopping as soon as the call is answered or directed to a final destination. Any unconfigured options are automatically skipped to streamline the process.

Stages of Inbound Call Handling

The inbound call flow consists of three potential stages:

• Stage 1: Smart Routing – If an Interactive Voice Response (IVR) system or Voice AI (in primary mode) is set up, the call is handled here immediately, and subsequent stages are bypassed.
• Stage 2: Simultaneous Ring – If Stage 1 is not configured, the system rings all designated destinations (team members, forwarding numbers, etc.) at the same time. The first to answer takes the call.
• Stage 3: Backup Handling – If no one answers during Stage 2, the call proceeds to Voice AI (in backup mode) or voicemail, depending on your settings.

Note: The CRM only evaluates configured options. Unset or disabled features are skipped without affecting priority.

Configuring Inbound Call Settings

All inbound call settings are managed per phone number. To access them:

1. Navigate to Sub-account Settings > Phone System > Numbers.
2. Click the gear icon (Configure) next to the desired number.

The configuration modal includes three tabs:

• Basic Details: Set the number name and label.
• Call Forwarding: Configure all routing options for Stages 1, 2, and 3, including IVR, team members, external phones, Voice AI, timeout, and backup settings.
• Advanced Settings: Adjust whisper messages, call connect behavior, call recording, and caller ID settings.

Location-wide routing options, such as ringing the user assigned to the called number, are found in Sub-account Settings > Phone System > Voice > Other Settings tab > Inbound Calls sub-tab.

Stage 1: Smart Call Routing (IVR and Voice AI)

If configured, IVR or Voice AI in primary mode will handle incoming calls immediately, bypassing all other stages.

Setting Up IVR

An IVR system allows callers to navigate a menu using their keypad. To set it up:

1. Go to Automation > Workflows and create a new workflow using the Phone IVR trigger.
2. Design your menu with messages, keypad input collection, and routing based on user input.
3. In the phone number's Call Forwarding tab, assign the IVR workflow to the IVR field.

Once active, the IVR handles the call entirely, and Stage 2 does not run.

Configuring Voice AI Modes

Voice AI can operate in primary or backup mode:

• Primary Mode: The AI answers every call immediately. To enable this, ensure the Enable AI Agent as a backup to the phone number/number pool toggle is off in Sub-account Settings > AI Agents > Voice AI > [Select Agent] > Phone & Availability tab. In this mode, Voice AI appears as 1st Priority in the Call Forwarding tab.
• Backup Mode: The AI only answers if no human responds during Stage 2. Enable the toggle mentioned above. Voice AI then appears as 3rd Priority and is triggered after the simultaneous ring timeout.

Voice AI can answer calls, respond naturally, collect information, and transfer to humans. You can also set working hours for the AI agent in the same settings tab.

Stage 2: Simultaneous Ring

If Stage 1 is not configured, the system initiates simultaneous ringing to all configured destinations:

• Team members' devices (web app, mobile app, VoIP deskphone)
• One external forwarding phone number
• Any additional team members designated for ringing

All destinations ring at once, and the first to answer takes the call. The priority badges (1st, 2nd, etc.) indicate the order for which phone number is used when multiple options are available but do not affect the simultaneous ringing behavior.

Setting the Ring Timeout

You can specify how long the simultaneous ring should last before moving to Stage 3. This is configured in the Call Forwarding tab of the phone number settings.

Stage 3: Backup Handling After Timeout

If no one answers during Stage 2, the call proceeds to:

1. Voice AI in Backup Mode (if configured).
2. Voicemail or Voice AI Voicemail (as set in the Backup section).

The voicemail greeting is sourced from the configured settings in the Voice section under Voicemail & Missed Call TextBack.

Advanced and Location-Wide Settings

Additional features like whisper messages, call recording, and caller ID are adjustable in the Advanced Settings tab per number. Location-wide inbound routing options are managed in Sub-account Settings > Phone System > Voice > Other Settings > Inbound Calls.