Inbound Calls
Inbound calls are phone calls initiated by external parties to your Crew-managed phone numbers. This guide covers configuration, handling logic, and optimization.
How Inbound Calls Work
Caller dials your number
↓
Telephony provider (Twilio/RingCentral) receives call
↓
Webhook triggers Crew
↓
Crew routes to assigned agent
↓
Agent answers and begins conversation
↓
Conversation follows pathway logic
↓
Call ends or transfers
Phone Number Configuration
Assigning Numbers to Agents
Each phone number can be assigned to one or more agents:
{
"phone_number": "+14155551234",
"primary_agent": "agent_sarah",
"fallback_agent": "agent_marcus",
"business_hours_agent": "agent_sarah",
"after_hours_agent": "agent_marcus"
}
Number Sources
| Source | Description | Setup |
|---|
| Twilio | Provision new numbers or port existing | Twilio Integration |
| RingCentral | Use existing RingCentral numbers | RingCentral Integration |
| SIP | Connect via SIP trunking | SIP Integration |
Call Handling Flow
Pre-Call Processing
Before the agent speaks, Crew processes:
- Caller ID lookup — Identify known callers
- Business hours check — Route to appropriate agent
- Blocklist check — Filter blocked numbers
- Queue management — Handle concurrent call limits
Caller Identification
Match incoming numbers to known contacts:
{
"caller_lookup": {
"enabled": true,
"sources": ["crm", "appointment_history"],
"match_fields": ["phone", "mobile"]
}
}
// Agent can personalize the greeting
"Hi {{caller.firstName}}, thanks for calling back.
I see you have an appointment scheduled for tomorrow."
Business Hours Routing
Configure different behavior based on time:
{
"routing": {
"business_hours": {
"agent": "agent_sarah",
"greeting": "Thank you for calling Acme Medical, how can I help you?"
},
"after_hours": {
"agent": "agent_marcus",
"greeting": "Thank you for calling after hours. I can help with scheduling or take a message."
},
"holidays": {
"agent": "agent_voicemail",
"greeting": "We're closed for the holiday. Please leave a message."
}
}
}
Concurrent Call Handling
Crew can handle multiple simultaneous calls:
| Plan | Concurrent Calls |
|---|
| Starter | 5 |
| Professional | 25 |
| Enterprise | Custom |
Queue Behavior
When at capacity:
{
"queue_settings": {
"max_wait_time": 60,
"wait_message": "All agents are currently assisting other callers. Please hold.",
"overflow_action": "voicemail"
}
}
Call Quality Settings
Latency Optimization
Crew is optimized for sub-second response times:
| Setting | Description | Default |
|---|
response_speed | Balance between speed and quality | balanced |
interruption_handling | How to handle caller interruptions | immediate |
silence_threshold | Seconds before checking for hang-up | 3 |
Audio Quality
{
"audio_settings": {
"codec": "opus",
"sample_rate": 16000,
"noise_reduction": true,
"echo_cancellation": true
}
}
Call Events
Crew emits events throughout the call lifecycle:
| Event | Trigger | Data |
|---|
call.started | Call is answered | caller_id, agent_id, timestamp |
call.intent_detected | User intent identified | intent, confidence |
call.action_triggered | Action node executed | action_type, result |
call.transferred | Call routed to human | destination, transfer_type |
call.ended | Call completed | duration, disposition |
Webhook Configuration
{
"webhooks": {
"call.started": "https://yourapp.com/hooks/call-started",
"call.ended": "https://yourapp.com/hooks/call-ended"
}
}
Call Recording
Recording laws vary by jurisdiction. Ensure compliance with local regulations.
{
"recording": {
"enabled": true,
"format": "mp3",
"retention_days": 90,
"consent_prompt": "This call may be recorded for quality assurance."
}
}
Transcription
Real-time transcription is available for all calls:
{
"transcription": {
"enabled": true,
"language": "en-US",
"punctuation": true,
"speaker_labels": true
}
}
- Dashboard call logs
- API:
GET /v1/calls/{call_id}/transcript
- Webhooks:
call.ended includes transcript
Error Handling
Connection Failures
If a call fails to connect:
- Retry connection (up to 3 attempts)
- Log error for debugging
- If persistent, route to fallback
Agent Failures
If the agent encounters an error mid-call:
{
"error_handling": {
"agent_error": {
"action": "apologize_and_transfer",
"message": "I apologize, I'm experiencing a technical issue. Let me connect you with someone who can help.",
"fallback": "+14155559999"
}
}
}
Analytics
Track inbound call performance:
| Metric | Description |
|---|
| Call Volume | Total inbound calls over time |
| Answer Rate | Percentage answered vs. abandoned |
| Average Handle Time | Mean call duration |
| Resolution Rate | Calls resolved without transfer |
| Peak Hours | Busiest times for staffing |
Best Practices
- Test your numbers — Call your own numbers regularly to verify behavior
- Monitor answer rates — High abandonment indicates issues
- Optimize greetings — Keep initial greetings under 5 seconds
- Handle silence — Configure appropriate silence detection
- Log everything — Enable full logging for troubleshooting
Next Steps
