Inbound Call Routing

Scenario: A lead receives a call or SMS from a campaign. The lead calls back the number they see on their caller ID, which is the phone number originally setup with Twilio (seen in Settings -> Phone Numbers). Where does the call go?

Company Phone (First Layer):

If the Twilio number is not assigned to a user, there is no Call Forwarding Number, the lead is not assigned to a specific user, or in a user assigned campaign...

the call will be forwarded to the Company Phone.

To update the Company Phone follow, the steps below:

1. Click Settings
2. Click Business Info
3. Update the number found in the Company Phone field
4. Click Update Company

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Call Forwarding Number (Second Layer):

If there is a Call Forwarding Number and the Twilio number is not assigned to a specific user, the lead is not assigned to a specific user, and is not in a user assigned campaign...

the call will be forwarded to the Call Forwarding Number.

To update the Call Forwarding Number, follow the steps below:

1. Click Settings
2. Click Phone Numbers
3. Update the Call Forwarding Number of the selected default outbound number
4. Click Save

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User Phone (Third Layer)

If the lead is assigned to a user or in a user assigned campaign and the Twilio number is not assigned to a specific user...

the call will be forwarded to the User Phone.

To update the User Phone, follow the steps below:

1. Click Settings
2. Click My Staff
3. Click Edit for the user whom you want to assign the phone number to
4. Update the Phone field
5. Click Save

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Assigned Twilio Number (Fourth Layer)

If the Twilio number is assigned to a specific user...

the call will be forwarded to the User Phone.

(IMPORTANT: User Phone field must be valid)

To update the Assigned Twilio Number for a User, follow the steps below:

1. Click Settings
2. Click My Staff
3. Click Edit for the user whom you want to assign the phone number to
4. Click Call & Voicemail Settings
5. Update Inbound Twilio Number
6. Click Save

View flow chart below:

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