Inbound Calls
Learn how AI assistants handle incoming calls—from greeting to routing to analytics—using your dedicated or SIP-integrated numbers.
Inbound Calls Overview
How It Works
- Caller dials your number: Local, international, or toll-free line assigned to your assistant.
- AI answers: Greets using your configured voice and initial message; follows the system prompt to handle questions and collect info.
- Optional actions: Transfer to a human, schedule an appointment, check order status, collect/verify information, and more (based on tools you enable).
- Call completion: AI ends politely or warm-transfers to a queue/agent. Transcripts, outcomes, and analytics are saved automatically.
Provisioning & Managing Phone Numbers
Steps
- Assign to Assistant: In Assistants (or Inbound Assistant) → Phone Numbers, pick the number to use.
- Verify Functionality: Call the number from an external phone. The AI should answer with your configured greeting.
- Monitor Lines: In the Phone Numbers page track active lines, monthly rental, and usage. Release unused rentals to avoid fees.
Configuring the Inbound Assistant
1) Prompt & Voice
- System Prompt: Define behavior, edge-cases, and routing rules (e.g., “If billing → ask for invoice #”).
- Voice: Choose from your library or a custom voice; match language & tone to your brand.
2) Initial Message
Set the first line spoken once the AI picks up. Example: “Hi, thanks for calling XYZ Inc. How may I help you?”
3) Add Tools (Optional)
- Transfer: Route to a human/queue when criteria are met.
- Appointment Scheduling: Offer booking via Cal.com / GoHighLevel.
- End Call: Define polite wrap-up conditions.
4) Call Flow in Prompt
Bake decision paths directly into your prompt: “If caller mentions billing, ask for invoice #; if support, request device model; route sales to queue X.”
5) Save & Test
Dial the inbound number from your cell and confirm greeting, intent handling, and any transfers/scheduling work as expected.
Inbound Call Insights
1) Recording & Transcription
- Recording: Calls are saved in your logs for replay (if recording is enabled).
- Transcription: Live ASR text used to generate responses and analytics.
2) Post-Call Data
Summaries and extracted variables (e.g., name, reason for calling, intent) can be stored or forwarded to CRMs/Sheets.
3) Automation Triggers
- Email/Slack the transcript to your team.
- Log outcomes to Google Sheets.
- Notify a human agent for follow-up tasks.
4) Viewing Insights
In your dashboard go to Calls / History, filter by Inbound, then open a call to view transcript, recording, and notes.
