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Inbound calling has no separate campaign object to build. You point a connected number at an agent, and every call that reaches that number is answered by that agent from then on.

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Route a number to an agent

1

Open Channels

Go to the Channels page in the Command Center, where your connected numbers are listed along with their current routing.
2

Choose Route inbound calls

Select the number you want to route, and choose the agent that should answer it. Choosing “No agent” leaves the number unrouted, so calls to it won’t reach an agent.
3

Save

Save the routing change. It takes effect for the next call to that number. A call already in progress isn’t affected.
A number without an agent doesn’t have to sit unused. You can route it later, or use it as an outbound caller ID in the meantime. See Phone numbers for provisioning and managing your numbers.

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What happens on a call

When a call arrives, the agent answers following its blueprint the same way it would on any call. It runs the same gates, asks the same qualifying questions, and produces the same kind of lead record whether the caller reached your main line or called back after an outbound touch.

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Business hours and transfer to staff

An agent can be configured to transfer a live call to one of your staff, instead of or in addition to completing the call itself. This is configured per agent, in the agent’s Handoff settings, not per number.
  • Destinations. One or more phone numbers (“desks”) staff can be reached at, each with its own name, timezone, and dial order. If the first desk doesn’t answer, the agent tries the next one in order.
  • Coverage windows. Each desk has the days and hours it’s available, either a preset (24/7, weekdays) or a custom schedule you set per day.
  • Outside the windows. If a call comes in outside every desk’s coverage, or every desk is unreachable, the caller doesn’t get a dead end. They get a callback instead of a live transfer.
Because this is a business-hours gate, the same agent behaves differently depending on when the call comes in: transferring during staffed hours, and completing the call itself, or offering a callback, outside them. Whether transfer is offered at all, and to whom, is entirely up to how you’ve configured that agent’s handoff settings. An agent with no destinations configured never attempts a transfer.
Recording and disclosure rules apply to inbound calls the same way they apply to outbound ones. See Call recording for how that decision is made.