Inbound Call Routing - Explained

Where do calls go when a lead calls back?

Updated:  August 28, 2024

Incoming Call to a Campaign Number:

1. Is the campaign number that the contact called assigned to a user?	✅ Yes	Forward to the assigned user's phone number.
❌  No  ❌
2. Is the contact/lead calling assigned to a user?	✅ Yes	Forward to the assigned user's phone number
❌  No  ❌
3. Does the campaign number called have a forwarding number set?	✅ Yes	Forward to the number in the campaign number's forwarding field.
❌  No  ❌
4. Is there a number in the Company Phone field in the Business Info tab?	✅ Yes	Forward to the number in Business Info tab > Company Phone field.

Forward calls to the business phone number

• With inbound call routing, you can choose to enable or disable call forwarding to your business phone number 
  • Settings > Phone Numbers > Advanced Settings > Voice Calls.
    
    

Ring User Assigned to Called Number

• For an incoming call from a known contact, you can choose to route the call to the agent assigned to the contact by enabling the checkbox. Alternatively, you can disable the checkbox to route the call to the agent linked to the called number.
  • Settings > Phone Numbers > Advanced Settings > Voice Calls.