Plan inbound routing deliberately.
Use this guide when you are preparing go-live routing, phone-number ownership, and escalation policy.1
Provision and map the number
Bind the inbound number to the correct telephony connection and tenant boundary.
2
Attach the right agent
The inbound agent should have a tighter script and clearer escalation policy than a generic outbound sales agent.
3
Define business-hour behavior
Decide whether after-hours calls route to voicemail, callback workflow, or a lower-priority script.
4
Validate CRM and calendar actions
Inbound calls often create more booking or support follow-up actions than outbound flows.
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.