Setting Up Inbound

Inbound call handling is ready to go the moment you purchase a phone number — no extra configuration required to get started.

Overview

Every phone number you purchase through Volume Reach automatically accepts incoming calls. How those calls are handled depends on which voice agent is assigned to the campaign associated with that number. This guide explains how inbound handling works and how to configure it for your needs.

How It Works

Automatic Setup

When you buy a phone number and assign it to a campaign, that number is immediately capable of receiving calls. If a prospect calls back:

1. Volume Reach identifies the phone number that was dialed.
2. It looks up the voice agent assigned to the campaign that used that number.
3. That agent answers the call and conducts the conversation.

No additional activation steps are needed.

What Controls Inbound Behavior

Inbound calls are handled by the voice agent assigned to your campaign. The same agent settings that govern outbound calls — greeting style, conversation behavior, and call objectives — also apply when the agent answers an inbound call.

To customize how your agent handles callbacks:

1. Go to Voice Agents in your dashboard.
2. Select the agent assigned to your campaign.
3. Update the greeting and behavior settings.
4. Save your changes — they take effect immediately for future calls.

When No Agent Is Assigned

If a phone number has no active voice agent (for example, if a campaign is paused or the agent has been removed), inbound calls are routed to voicemail. The caller hears a standard message, and the recording is saved to your Call Logs. No inbound minutes are charged for voicemail calls.

To restore live answering, reassign an active voice agent to the campaign.

Configuring Your Agent's Greeting

The greeting your agent uses for inbound calls can be set independently of outbound scripts. In Voice Agent settings, look for the Inbound Greeting field. A good inbound greeting:

• Acknowledges that the prospect is calling back ("Thanks for calling back!")
• States who the agent represents
• Moves quickly into the conversation

If no inbound greeting is set, the agent uses its default greeting.

Tips & Best Practices

• Match the agent to the campaign context. Prospects calling back expect continuity. Use the same agent — and a greeting that references why you reached out — to build familiarity.
• Don't leave numbers agentless. A number with no assigned agent sends callers to voicemail. If you pause a campaign, consider what happens to people who call back after the pause.
• Test your setup before launching. Call your own number to verify the agent answers, the greeting sounds natural, and the conversation flows as expected.
• Use separate numbers per campaign. Assigning a unique number to each campaign makes it easier to track which campaign generated a callback and ensures the right agent always answers.