How Inbound Call Routing Works

Inbound Call Routing is the process that happens if a prospect calls back the phone number from a text message or the phone call that they received from your CRM outbound number or a number they found on your website, funnel, etc.

When a campaign sends out text messages or calls, the outbound phone number is the phone number that you set up under Settings > Phone.

NOTE: Inbound calls can be forwarded to a cell phone, but they cannot be answered in the desktop application. You are able to make outbound calls from the app. 

Overview:

• If you have a Twilio phone number assigned to a user, the inbound call will route to that user, if the lead is assigned to a user. 
• If there is not a Twilio phone number assigned to the user, even if the lead is assigned to the user, it will forward to the forwarding number
• If the lead is not assigned to a user, it will then go to the forwarding number.
• If there is no forwarding number setup, then the call will route to the company number.

Step 1: Setting Up Your User Phone

• If the lead is assigned to a user, the call will be forwarded to the User Phone. 
• To update the User Phone navigate to Settings > My Staff > Team Management.
• Fill out all the appropriate user information, including the phone number.
• Click Save to confirm your changes.

Step 2: Setting Up Your Forwarding Number

• If you did assign a Call Forwarding Number, but the lead is not assigned to a specific user, the call will be forwarded to the set Call Forwarding Number. 
• To update the Call Forwarding Number navigate to Settings > Phone Numbers > Edit > Enter the forwarding number > Update.

Step 3: Setting Up Your Company Phone

• If you did not set up a specific Call Forwarding Number and the lead is not assigned to a specific user, the call will be forwarded to the Company Phone.
• To see which number is in Company Settings, navigate to Settings > Business Info > Company Data, update the phone number.