Inbound calls

Inbound calls begin when a customer dials a KolaVoice phone number. KolaVoice receives the call through the connected telecom network, routes it to the assigned AI agent, and stores the call result in the account.

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How inbound calling works

1. Get a phone number issued by KolaVoice.
2. Add the number to the account, or use a number already registered to the account.
3. Enable inbound calling for the number.
4. Assign an inbound agent.
5. Forward the business line to the KolaVoice number, if required.
6. Customers call the number and the assigned agent answers.

Inbound calls use the same agents, recordings, transcripts, summaries, call logs, and human handoff tools available in the dashboard.

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Phone number requirements

Inbound calling requires:

• A KolaVoice-issued phone number.
• An active KolaVoice plan where required for inbound service.
• is_active enabled on the number.
• inbound_enabled enabled on the number.
• An inbound agent assigned to the number.

If inbound calling is disabled or no agent is assigned, the call is rejected instead of being routed to an unrelated fallback agent. See Phone numbers for number discovery and registration.

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Call records

Inbound calls appear in the same call records as outbound calls. A completed call can include:

• Caller and destination numbers
• Call status and end reason
• Duration and cost
• Transcript and summary
• Recording, when recording is enabled and available
• Human handoff activity

Use the dashboard call logs to review inbound conversations. The public API currently focuses on outbound calls and campaigns; inbound answering is configured through the account phone-number settings and telecom routing.

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Routing model

KolaVoice maintains the telecom routing for active inbound numbers. When a number or its inbound settings change, routing is synchronized so calls reach the assigned agent. Customers do not need a separate app or web link; they call the business number normally.

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Inbound versus outbound