Set up inbound calling
1
Buy a number
Go to Phone numbers and buy a US number, or an Indian number after compliance approval.
2
Create an inbound assistant
Create an assistant (the Clinic Appointment Scheduler or E-commerce Customer Support template is a good start). On the Settings tab:
- Set Role to Inbound (Answer incoming calls).
- Choose your number under Inbound phone number.
- Consider Agent waits for user under Who speaks first? if callers tend to greet first.
3
Write the greeting
Add a First message that tells callers where they’ve reached:
4
Add a human fallback
On the Advanced tab, add a Transfer to Human number for callers who ask for a person.
5
Attach knowledge
Upload FAQs, opening hours, and policies to the knowledge base and select them under Knowledge documents.
6
Test
Call the number from your own phone.
Inbound outcomes
The Dashboard tracks inbound calls by outcome:
The dashboard also shows the Inbound Answer Rate and AI Handle Rate.
Tips
- Keep the greeting short. Callers want to state their reason quickly.
- Give clear rules for when to transfer, such as billing disputes or upset callers.
- Connect a ticketing integration so reported issues become tickets automatically.