Inbound Calls

How Inbound Calls Work

When someone calls a live agent number, Twilio sends that call into the platform, the system finds the right client and agent, and the voice session starts in real time.

Standard Call Flow

1. The caller dials the Twilio number.
2. Twilio sends the call to the platform's inbound route.
3. The platform matches the dialed number to the correct client and agent.
4. The system checks for a matching CRM contact when that connection is available.
5. The live Gemini session starts with the agent's prompt and business context.
6. The agent speaks, asks questions, and uses tools when needed.
7. The call ends by caller hang-up, agent close, or transfer.
8. Post-call work runs after the conversation.

Required Setup

Inbound calling depends on a few basics being correct:

• the client is active
• the phone agent is enabled
• inbound calling is enabled for that agent
• the Twilio voice webhook points to your live inbound endpoint
• the CRM and calendar connections are active if the agent needs them

If one of these is broken, the call may still arrive but the useful workflow around it will fail.

What Happens If the Agent Cannot Take the Call

If the client is inactive or the agent is turned off:

• the AI session does not start
• the call falls back to the behavior defined in Twilio or your fallback setup

If the agent is already at its live call limit:

• the caller may hear a hold or fallback message
• the call may route to a backup path if one exists

Caller Identification

Before the conversation gets going, the platform can look up the caller by their phone number. If a CRM match is found, the agent can start with better context, such as:

• the caller's name
• past booking context
• known contact details

If there is no match, the caller is treated like a new lead or first-time contact. The agent can still collect details and create the contact during the call.

Human Transfer Flow

When the caller needs a person, the agent can hand off the call.

Typical flow:

1. The agent decides the call should transfer.
2. The transfer tool dials the human destination.
3. Once the person answers, the caller is connected through.
4. The AI agent drops off the live conversation.
5. The system still keeps the call record and post-call history.

In most setups, the transfer target is the client's main business line or a specific internal rep.

Operator Checklist

If inbound performance looks weak, check these first:

• number assignment
• Twilio webhook routing
• agent enabled state
• inbound enabled state
• client active state
• CRM and calendar connection health

Most inbound issues come from one of those six places before they come from the model itself.