Inbound Calls

Voice agents can be configured to receive inbound calls. When a lead calls one of your phone numbers, the system routes the call to the appropriate campaign and handles it with the AI agent.

Enabling Inbound Calls

On the voice agent configuration page:

1. Toggle Enable Inbound Calls
2. Add one or more Inbound Campaigns — these are the campaigns that inbound calls will be routed to

Campaign Priority

Inbound campaigns are ordered by priority:

• Index 0 is the primary campaign (used as the default for unknown callers)
• The system searches campaigns in order to find a matching lead
• If the caller's phone number matches a lead in a lower-priority campaign, that campaign is used

Inbound Call Flow

1. A call comes in to the agent's phone number
2. The system identifies the agent by the phone number
3. The caller's phone number is matched against leads in the inbound campaigns (in priority order)
4. If a match is found, the call is associated with that lead and campaign
5. If no match is found, a new lead may be created in the primary campaign
6. The voice prompt template is rendered with the lead data and call_direction: inbound
7. The AI agent handles the conversation
8. Post-call processing runs as normal (webhook, status update, post-call pipeline)

Prompt Conditionals

Voice prompt templates can use the call_direction variable to customize behavior for inbound vs. outbound calls:

• call_direction = inbound — The lead called you
• call_direction = outbound — You called the lead

This lets you create different greetings and conversation flows. For example, an inbound call might skip the introduction and go straight to asking how you can help.

Contact Type

The contact_type variable is also set during inbound calls:

• new — Brand new lead, no prior contact
• first — First contact in this campaign
• returning — Lead has been contacted before

Combined with call_direction, you can create highly specific prompt conditionals (e.g., a returning lead calling back gets a different experience than a new inbound caller).