Skip to main content

​
Inbound Call Handling

Turn your phone numbers into 24/7 AI-powered call centers. Handle customer inquiries, bookings, and support automatically.

​
Getting Started

To start handling inbound calls, you’ll need:
  • A phone number (toll-free or local)
  • AI agent configuration
  • Call handling rules
  • Business hours setup

​
Setup Process

1

Get a Phone Number

Choose your number type:
Number Type: Local or Toll-Free
Region: United States
Features: Voice Enabled
Quantity: Based on volume
2

Configure Your Agent

Set up your virtual receptionist:
Agent Name: "Alex"
Language: English (US)
Greeting: Custom welcome message
Voice: Natural, Professional
3

Set Business Hours

Define when your agent is active:
Weekdays: 9 AM - 6 PM EST
Weekends: Custom hours
Holidays: Special schedules
After-hours: Custom message

​
Call Flow Options

Direct to Agent

  • Immediate AI response
  • Natural conversation
  • Smart call handling
  • Instant assistance

IVR First

  • Menu options
  • Department routing
  • Service selection
  • Priority handling

​
Agent Capabilities

  • Answer FAQs
  • Provide information
  • Take messages
  • Schedule callbacks
  • Book appointments
  • Process payments
  • Update customer info
  • Handle complex inquiries
  • Urgent call detection
  • Immediate escalation
  • Human backup options
  • Priority routing

​
Call Handling Rules

1

Greeting Setup

Configure how calls are answered:
Welcome: "Thank you for calling [Company Name]"
Identify: Ask caller's name
Purpose: Determine call reason
Route: Direct to appropriate service
2

Call Queuing

Manage high call volumes:
  • Queue position updates
  • Estimated wait times
  • Callback options
  • Priority rules
3

Transfer Logic

Set up smart transfers:
  • To human agents
  • Between departments
  • Emergency services
  • Voicemail options

​
Business Hours Management

During Hours

  • Full service available
  • All features active
  • Real-time handling
  • Complete assistance

After Hours

  • Basic information
  • Message taking
  • Emergency routing
  • Next-day callbacks

​
Integration Features

  • Customer recognition
  • History access
  • Data updates
  • Interaction logging
  • Real-time availability
  • Instant booking
  • Confirmation emails
  • Reminder setup
  • Secure transactions
  • Payment status
  • Invoice access
  • Receipt generation

​
Analytics & Reporting

Call Metrics

  • Call volume
  • Handle time
  • Peak hours
  • Miss rates

Performance

  • Resolution rate
  • Transfer rate
  • Wait times
  • CSAT scores

Insights

  • Common issues
  • Peak periods
  • Customer feedback
  • Improvement areas

​
Best Practices

Key considerations:
  • Test your setup regularly
  • Monitor call quality
  • Update agent knowledge
  • Keep prompts current
  • Regular performance reviews

​
Advanced Configuration

Custom Responses

Create specific responses for:
  • Industry terms
  • Product names
  • Special requests
  • Local information

Failover Setup

Backup options for:
  • System issues
  • High volume
  • Network problems
  • Emergency situations

​
Troubleshooting Guide

  • Check call quality
  • Verify number setup
  • Test voice settings
  • Monitor latency
  • Verify rules
  • Check transfers
  • Test queue logic
  • Validate numbers
  • API connections
  • Data sync issues
  • System timeouts
  • Authentication