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?

Forward to the Twilio number assigned user's phone number

❌  No  

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

Forward to the assigned user's phone number
❌  No  

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


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?


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



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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