When setting up Voice AI, you'll need to understand how the inbound call flow works so you can maximize the AI's efficiency. There are a few different scenarios where your Voice AI Agent will be involved in the phone call. You can either have the Voice AI Agent pick up the call immediately or have the Voice AI Agent pick up when the call has reached your voicemail or timed out.

TABLE OF CONTENTS

• Where to Find the Call Forwarding option?
  • Step 1: Navigate to Manage Numbers
  • Step 2: Navigate to Edit Configuration Option
• Voice AI WITHOUT Call Forwarding
• Voice AI WITH Call Forwarding

Where to Find the Call Forwarding option?

Step 1: Navigate to Manage Numbers

1. Click on Settings from your sub-account.
   
   
   
    
2. Click on the Phone Numbers tab.
   
    
3. List of available numbers for the sub-account will show under ManageNumbers tab.
   
   
   
    

Step 2: Navigate to Edit Configuration Option

1. Click on the Three Dots beside the number you want to configure.
   
    
2. Click on the Edit Configuration option from the pop-up.
   
   
   
    
3. You will see the Forward Calls to option in the configuration window.
   
   

Voice AI WITHOUT Call Forwarding

IMPORTANT: If you do NOT use call forwarding, and you are using Voice AI
Agents, the Voice AI Agent will ALWAYS pick up the call unless the phone
number you use for the AI Agent is your DEFAULT sub-account phone number.

There are many reasons why sending your inbound calls directly to your Voice AI Agents would be beneficial, but the most likely scenario is that you are just too busy to answer the phone all day. If this is the case, the Voice AI Agent will be your personal office employee, answering calls, fielding leads, and collecting customer information for further follow-up!

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

 

• Do NOT assign your default account phone number to your AI Agent.
  
   
• Do NOT assign call forwarding to the phone number assigned to your AI Agent.

Voice AI WITH Call Forwarding

If you are forwarding inbound calls to your office or cell phone, you will need to adjust your setup slightly so that your Voice AI Agent will still answer calls when you are unavailable.

To setup your Voice AI call flow so that your AI Agent picks up missed calls, you can setup one of the following scenarios:

• Assign your default account phone number to your AI Agent.
  
   
• Assign call forwarding to the phone number assigned to your AI Agent.

IMPORTANT: No matter which of the scenarios you choose, we recommend that you
reduce the "Inbound Call Timeout" period so the inbound caller never reaches
your local voicemail.

If the caller reaches your local voicemail, Captivation Hub will mark that call
as "completed" and the Voice AI Agent will not answer the call.