Inbound Call Routing

Modified on Thu, 30 Nov, 2023 at 12:51 PM

Incoming Calls to a Lead Connector or Twilio Number




1. Is the Twilio number that the contact called assigned to a user?
 

Yes
Forward to the Twilio number assigned user's phone number

❌  No  


2. Is the contact/lead calling the Twilio number assigned to a user?

Yes
Forward to the assigned user's phone number
❌  No  


3. Does the Twilio number called have a forwarding number set?

Yes

Forward to the number in Twilio number's forwarding field
❌  No  


4. Is there a number in the Company Phone field in the Business info tab on the location settings page?


Yes

Forward to the number in Business Info tab > Company Phone field





 




FAQs:


1. How would we know which Twilio number the contact call if we have more than one Twilio number?


Go to Reporting -> Call Reporting -> Double-click the specific date that the contact call



Click Filters, 

Filter Direction to Inbound



Once it is filtered, click the arrow on the right to expand more information


Check Call flow to see which Twilio number they called



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