Inbound Calls In DialNexa

Understand DialNexa inbound calls, phone number assignment, inbound agent versions, caller routing, call logs, and review flow.

Inbound calls in DialNexa start when a caller dials a number that has an inbound agent version assigned. The inbound phone number determines which published agent version answers, and Call History stores the status, transcript, recording, and extracted results.

For inbound calls, the caller chooses when the conversation starts. Your job is to make sure the right agent is waiting.

Before You Begin

You need an active DialNexa or linked SIP phone number, a published agent version, and permission to change the number’s inbound assignment.

Set Up Inbound Answering

1. Publish the agent

   Open the agent, review the draft, and click Publish. Drafts never answer live calls.

2. Assign the number

   In Phone Numbers, open the number and set the inbound agent to the published version you just created. Save.

3. Call the number

   Dial it from any phone. The agent should answer with its welcome message within a few seconds.

4. Confirm in Call History

   Open the call record and verify status, transcript, and recording look right before sharing the number.

Inbound Readiness Checklist

Inbound call success starts before the phone rings.

Check	Reason
Number status is active	Inactive or pending numbers should not receive production calls.
Inbound agent is assigned	The number needs a specific inbound agent version.
Agent version is published	Live inbound routing should use reviewed behavior.
Welcome mode fits inbound	Caller may expect to speak first, unlike outbound reminder calls.
Call History filters are ready	Operations needs a way to audit inbound outcomes.

What Callers Hear During Setup

For Plivo inbound numbers, DialNexa can play ringback audio while it resolves the assigned agent version, prepares the inbound call context, starts recording, and redirects the call into the voice stream. The caller should hear a ringing tone instead of silence during this setup window.

If callers report silence before the agent answers, test the exact inbound number and check Call History for setup failures, recording availability, and whether the expected inbound agent version was assigned.

Inbound Use Cases

Inbound agents should match caller intent.

Support intake

Collect issue details and summarize the next step.

Lead capture

Qualify callers who respond to ads, campaigns, or missed calls.

Appointment handling

Confirm or route scheduling questions.

Escalation triage

Transfer callers when the AI should not finish alone.

Review An Inbound Call

1. Open Call History

   Filter by inbound direction, phone number, agent, or date range if needed.

2. Open the call detail

   Listen to recording and compare transcript.

3. Check extracted fields

   Confirm support issue, qualification, or escalation fields.

4. Tune the agent version

   Make draft changes and publish only after testing.

Verify The Inbound Call

Call the number from a phone that is not part of the route. Confirm the intended published agent answers, then open Call History and review the direction, status, transcript, recording, and end reason.

Related Reading

Phone Numbers

Assign inbound versions.

Call Detail Page

Review inbound evidence.

Call Transfer

Handoff when needed.