When setting up Voice AI for your business, it helps to understand how the inbound call flow works so you can get the most out of the system. There are several ways to configure when and how the Voice AI Agent picks up incoming calls. By tailoring the settings to your situation, you can make sure the Voice AI Agent handles calls reliably, including when you are unavailable.

Voice AI Without Call Forwarding

📌Note: If you are not using call forwarding and have set up Voice AI agents, the AI will always pick up incoming calls, unless the phone number assigned to the AI Agent is your default number.

When you are often unavailable to answer calls, routing inbound calls to your Voice AI Agent is a practical solution. The AI Agent answers calls, gathers customer information, and manages leads for future follow-up, so no call goes unanswered even when you are busy.

To configure your Voice AI call flow so that the AI Agent always picks up inbound calls:

  • Ensure that your default account phone number is not assigned to your AI Agent.

To do so, navigate to the Voice AI Agent section in your account, then view the number displayed in the phone column of the relevant Agent.

If the number displayed is your default number, open the actions menu by clicking the three dots associated with the agent, then select the edit option.

Switch to the Phone & Availability tab, then choose another number from the Phone Number dropdown. Save your changes once confirmed.

  • Avoid assigning call forwarding to the phone number linked to your AI Agent.

Verify the phone number linked to the agent, then head to the Phone Numbers settings. Review the "Forwarding Number" column to determine if call forwarding has been enabled. If no number is listed, call forwarding has not been assigned.

If a number is displayed, click the option to edit its configuration.

Remove the Forwarding Number, then Save.

Following these steps means your Voice AI Agent will automatically handle incoming calls, freeing you up to focus on other things.

Voice AI With Call Forwarding

If you are using call forwarding to route inbound calls to your office or mobile phone, you will need to adjust a couple of settings to make sure your Voice AI Agent still handles calls when you are unavailable.

To configure your Voice AI call flow for handling missed calls:

  • Assign your default account phone number to your AI Agent.

To do so, first make sure you have chosen a default number, then navigate to the Voice AI Agent section in your account. View the number displayed in the phone column of the relevant Agent.

If the number is not the default number, open the actions menu by clicking the three dots associated with the agent, then select the edit option.

Switch to the Phone & Availability tab, then choose the default number from the Phone Number dropdown. Save your changes once confirmed.

  • Enable call forwarding for the phone number assigned to your AI Agent.

Head to the Phone Numbers settings section and review the "Forwarding Number" column to determine if call forwarding has been enabled. If no number is listed, call forwarding has not been assigned.

If no number is displayed, click the option to edit its configuration.

Assign a Forwarding Number, then Save.

📌Note: Regardless of the configuration you choose, it is recommended to shorten the "Inbound Call Timeout" period. This will prevent callers from reaching your local voicemail, ensuring that the Voice AI Agent can take over the call before it is marked as "completed."

If the caller reaches your voicemail, the system will classify the call as completed, and the Voice AI Agent will not engage.

Whether you route calls directly to your Voice AI Agent or use call forwarding, adjusting your settings to match your workflow will help you get the most from the system. Choosing the right setup lets you handle calls well and keep customer interactions on track, even when you are not available to answer directly.