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Overview

Inbound calls are calls initiated by customers or users to your company’s agents. These calls are typically directed towards your customer service, support, or sales teams. Our AI-powered voicebot agents are designed to handle inbound calls efficiently, ensuring that customer inquiries are addressed promptly and accurately

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Key Features of Inbound Calls

  • Automated Call Routing: Directs calls to the appropriate department or agent based on customer needs.

  • Interactive Voice Response (IVR): Provides customers with a menu of options to choose from, guiding them to the correct service.

  • Natural Language Processing (NLP): Understands and responds to customer queries in natural language.

  • Call Recording and Analysis: Records calls for quality assurance and analyzes them to improve service.

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Setting Up Inbound Calls

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Step 1: Configure Your Agent

1. Create an Agent:

  • Go to the Agent creation section in your dashboard.

  • Fill in the necessary details such as agent name, skills, and language preferences.

2. Assign Phone Number:

  • Purchase a phone number if you haven’t already. (Refer to the guide on purchasing a phone number)
  • Assign the purchased phone number to your agent.

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Step 2: Configure Call Routing

1. Define Call Routing Rules:

  • Set up rules to route calls based on factors such as time of day, customer location, or the nature of the inquiry.

2. Assign Agents to Departments:

  • Ensure that each department has assigned agents who are available to take calls during business hours.

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Step 3: Test Inbound Call Functionality

1. Simulate Inbound Calls:

  • Use test scenarios to ensure that calls are routed correctly and the IVR menu functions as expected.

2. Review Call Logs:

  • Check call logs and recordings to verify that the setup is working correctly and make any necessary adjustments.

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Handling Inbound Calls

Best Practices for Inbound Calls

For best practices in managing and creating an agent, refer to our how to manage and create an agent page. Here are some key aspects covered:

  • Prompts: Instructions provided to the agent to guide its behavior and responses.

  • Skills: Specific abilities programmed into the agent to perform certain tasks or answer particular queries.

  • Actions: Tools and commands available to your agent, such as ending conversations or transferring calls.

  • Knowledge Base: A repository of information that the agent can access to provide accurate and relevant responses.

  • Voices: Synthetic voices assigned to your agent to ensure consistent and natural-sounding interactions.

  • SMS: Capability to send SMS messages. SMS messages can be sent before or after a call, and are also sent if a call fails.

  • Voicemail: Allows the agent to manage voicemail when a call is not answered, without recording.

VariablesOutbound Overview