Inbound Call Routing (Explained)

In this article, you will learn how the inbound call routing works and what the three layers are.

Scenario: A lead receives a SMS or call from a campaign. The lead calls back the number they see on their caller ID, which is the phone number originally setup with Twilio (seen in Settings -> Phone Numbers).  Where does the call go?

Company Phone (First Layer):

If there is no Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign...

Then the call will be forwarded to the Company Phone.

To update the Company Phone follow the steps below:

1. Click Settings on the client view.
2. Click Company.
3. Update the number found in the Company Phone field.
4. Click Update Company.

Call Forwarding Number (Second Layer):

If there is a Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign...

the call will be forwarded to the Call Forwarding Number.

To update the Call Forwarding Number follow the steps below:

1. Click Settings on the client view.
2. Click Phone Numbers.
3. Update the Call Forwarding Number of the selected default outbound number.
4. Click Save.

User Phone (Third Layer):

If the lead is assigned to a user via a user assigned campaign...

the call will be forwarded to the User Phone.

To update the User Phone follow the steps below:

1. Click Settings on the client view.
2. Click Team Management.
3. Click Edit for the user who was assigned the lead.
4. Update the Phone field.
5. Click Save.