Inbound routing

/inbound

Every phone number on your account routes to exactly one agent. When someone dials the number, that agent picks up — answers the first ring, runs the playbook, transfers or hangs up.

The page

Sidebar → Inbound routing. Each number gets a row with an inline "Routes to" dropdown. Pick an agent → save is instant.

Numbers with no agent assigned float to the top of the table with a warning banner — those numbers send callers straight to voicemail without an agent ever picking up.

Multi-agent strategy

We don't support "round-robin two agents on one number" yet. If you want different behaviour based on who's calling, the pattern is:

Multiple numbers — buy one number per agent ($1-3/month each), route each to its own agent. Marketing channel determines which number each campaign uses.
One smart agent — single number, agent's playbook branches based on discovery ("are you looking to switch carriers, or just curious about pricing?").

BYOC + multiple endpoints

If you BYOC and want one inbound number to fan out to multiple agents based on caller attributes (area code, DID, time-of-day), drop us a line at support — we can configure custom routing on the Kamailio dispatcher.

Failure modes

If the assigned agent is over its concurrency cap, the call goes to voicemail with a special "we're sorry, our team is currently on other calls" message. Bump your plan tier for higher concurrency.