Plan inbound routing deliberately.
Use this guide when you are preparing go-live routing, phone-number ownership, and escalation policy.Provision and map the number
Bind the inbound number to the correct telephony connection and tenant boundary.
Attach the right agent
The inbound agent should have a tighter script and clearer escalation policy than a generic outbound sales agent.
Define business-hour behavior
Decide whether after-hours calls route to voicemail, callback workflow, or a lower-priority script.
Production readiness checks
- Validate inbound number ownership and country-level compliance before launch.
- Confirm fallback behavior for after-hours and queue saturation.
- Test voicemail handling and callback creation in CRM.
- Ensure outbound and inbound scripts are separated to prevent wrong prompt behavior.
Failure scenarios to rehearse
| Scenario | Expected behavior | Owner action |
|---|---|---|
| No agent available | Route to fallback workflow | Notify ops and monitor staffing/capacity |
| Calendar write fails | Call continues, action retries or queues | Investigate integration token/scope |
| CRM unavailable | Call outcome still stored in Callaro | Run delayed CRM reconciliation job |