How Inbound Call Routing Works

Inbound Call Routing is the process that happens if a prospect calls back the phone number from a text message or the phone call that they received from your BILT outbound number or a number they found on your website, funnel, etc.

When a campaign sends out text messages or calls the outbound phone number is the phone number that you set up under Settings > Phone.

Overview:

• If you have a phone number assigned to a user, the inbound call will route to that user's phone number.

• If you have also added users to ring the incoming call to, it will ring their desktop/mobile app based on their preference in user settings.

• If the lead is assigned to a user. It will route to the assigned user’s phone number

• For incoming calls from known contacts, you can manage how calls are routed

• If there is not a phone number assigned to the user, the lead is not assigned to a user, and a forwarding number is set it will forward to the forwarding number

• If there is no forwarding number set up, then the call will route to the company number.

• You can also choose to forward incoming calls to your business phone number

Incoming Call

Is the number assigned to a user/staff member?

• Yes, the number is assigned to a user/staff member

• Routes to the user who is assigned to the number

• For incoming calls from known contacts, you can manage how calls are routed:

• Go to Settings > Phone Numbers > Advanced Settings > Voice Calls.

• Enable the checkbox to route calls to the agent assigned to the contact.

• Alternatively, disable the checkbox to route calls to the agent linked to the called number.

• No, the number is not assigned to a user

Is the contact/lead assigned to the user?

• Yes, the contact/lead is assigned to a user

• Routes to the assigned user's phone number

• No, the contact/lead is not assigned to a user

Does the number have a forwarding number set?

• Yes, the number has a forwarding number set

• Routes to the numbers forwarding field

• No, the number does not have a forwarding number set

Is there a number in the company phone number field in the Business information tab on the account settings page?

• Yes, there is a number in the Business information tab in the Company Phone Field

• Routes to the Company Phone field

Step 1: Setting Up Your User Phone

• If the lead is assigned to a user, the call will be forwarded to the User's Phone. 

• To update the User Phone navigate to Settings > My Staff > Team Management.

• Fill out all the appropriate user information, including the phone number.

• Click Save to confirm your changes.

Step 2: Setting Up Your Forwarding Number

• If you did assign a Call Forwarding Number but the lead is not assigned to a specific user, the call will be forwarded to the set Call Forwarding Number. 

• To update the Call Forwarding Number navigate to Settings > Phone Numbers > Edit > Enter the forwarding number > Update. 

• You can also choose to forward incoming calls to your business phone number. To enable or disable this feature:

Go to Settings > Phone Numbers > Advanced Settings > Voice Calls.

• Toggle the option to enable or disable call forwarding to your business number.

Step 3: Setting Up Your Company Phone

•  If you did not set up a specific Call Forwarding Number and the lead is not assigned to a specific user, the call will be forwarded to the Company Phone.

• To see which number is in Company Settings, navigate to Settings > Business Info > Company Data, and update the phone number.