How Inbound Call Routing Works

Modified on Mon, 20 Sep 2021 at 10:45 AM

Inbound calls can be forwarded to a cell phone but they cannot be answered in the desktop application. You can only make outbound calls from the app.

Inbound Call Routing is the process that happens if a prospect calls back the phone number from a text message or the phone call that they received from your CRM outbound number or a number they found on your website, funnel, etc. When a campaign sends out text messages or calls the outbound phone number is the phone number that you set up in the Settings → Phone.

Option 1: Company Phone.

 

  •  If you did not set up a specific 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 see which number is in Company Settings (or to change this), navigate to Settings → Company, update the phone number.


Option 2: If you did assign a Call Forwarding Number but the lead is not assigned to a specific user, the call will be forwarded to the set Call Forwarding Number. 

  •  To update the Call Forwarding Number navigate to Settings → Phone Numbers → Edit.
  • Enter the forwarding number → hit Update to confirm your changes.

 

Option 3: User Phone.

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, navigate to Settings → Team Management.
  • Fill out the form including the phone number → Click Save to confirm your changes.

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