Once you have provisioned a phone number, the next step is ensuring your AI assistant is properly configured to handle inbound calls. The assistant's behavior — how it greets callers, what it can do, and how it escalates — all depends on the settings you configure in the assistant editor.
Setting the Right Assistant Mode
For inbound calls, your assistant should be in Inbound Mode. This mode is optimized for reactive conversations — the assistant waits for the caller to speak first (or plays an initial greeting), then responds based on what the caller says. Inbound mode differs from outbound mode, which is designed for the assistant to initiate and lead the conversation.
To set the mode, open the assistant editor, go to Settings > Mode, and select Inbound. If your assistant handles both inbound and outbound calls, you can create separate assistants for each use case and assign them to different numbers.
Crafting the Initial Greeting
The initial greeting is the first thing a caller hears when they call your number. It sets the tone for the entire interaction. A good greeting is warm, concise, and immediately tells the caller they have reached the right place.
Example: "Thank you for calling Sunrise Dental. This is Alex, your virtual assistant. How can I help you today?"
Avoid long greetings — callers want to get to the point quickly. Keep it under 15 seconds. You can configure the initial message in the assistant editor under Initial Message.
Configuring the System Prompt for Inbound
The system prompt for an inbound assistant should focus on the types of requests callers are likely to make. Common inbound use cases include:
Appointment Booking
Guide callers through scheduling an appointment and confirm the booking.
FAQ Answering
Answer common questions about your business, hours, location, and services.
Lead Qualification
Collect caller information and qualify them before routing to a human.
Order Status
Look up order information and provide status updates to callers.
Customer Support
Troubleshoot common issues and escalate complex problems to a human agent.
Call Routing
Route callers to the right department or person based on their needs.
Setting Up Call Transfer
For inbound calls, it is important to configure a call transfer option so that callers who need human assistance can be connected. In the assistant editor, go to Tools & Functions and enable the Transfer Call tool. Set the transfer destination number — this is typically your main office line or a specific agent's number.
You should also instruct the assistant in the system prompt when to transfer: "If the caller asks to speak with a human, is upset, or has a billing dispute, transfer the call immediately."
Handling Voicemail
If a caller calls outside of business hours, you can configure the assistant to take a voicemail message. Enable the Voicemail tool in the assistant editor and set the recording instructions. Voicemail recordings are saved in the Conversations section of your dashboard and can trigger email or SMS notifications.
Testing Your Inbound Configuration
After configuring the assistant, always test the inbound call flow before going live. Call the provisioned number from a real phone and walk through the most common scenarios — booking an appointment, asking a FAQ, requesting a transfer. This ensures the assistant behaves as expected before real customers call.