Inbound Calls

Inbound calling lets customers reach a Valuez agent through a virtual phone number assigned to your workspace. Before connecting a number, make sure the agent has passed a full conversation test and that its transfer destination is available during the intended service hours.

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Prepare the number and agent

Open APIs & Integrations → Phone Numbers to review active and inactive numbers. The list shows the assigned agent, rental status, assignment date, and current status. Select a row to see number and billing details. If your plan allows it, use Buy Number to choose an available virtual number and assign it to an agent. The purchase screen shows the credit cost before confirmation.

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Create an inbound campaign

The inbound wizard shows four steps: 1 Campaign Details | 2 Number & Routing | 3 Lead Capture | 4 Review & Activate.

1. Open Call Campaigns and choose Inbound Campaign.
2. Enter the campaign name (for example Farmer Support Helpline – Marathi), description, AI voice agent, primary language, and fallback language. Set the welcome message, maximum call duration (5 / 10 / 15 / 20 / 30 minutes), and whether to store recordings and transcripts with Record inbound calls.
3. Select the inbound phone number connected through Valuez IVR, time zone (default Asia/Kolkata GMT+05:30), business days (for example Monday–Saturday), and operating hours (for example 08:00 AM–08:00 PM). Decide whether to allow calls outside business hours.
4. Configure after-hours behavior and human transfer details.
5. Choose when a lead should be created and its default owner and status.
6. Review the summary with primary language, inbound number, lead creation rule, campaign name, agent, business hours, transfer number, and lead owner. Activate the campaign - the number starts routing calls to the selected agent immediately - and place a test call.

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Plan the caller journey

Decide what the caller should hear when the call starts, when the agent cannot answer, and when a human team is unavailable. Keep the opening short and ask only for details needed to handle the request. Configure Escalation & Transfer with a human transfer number (for example +91 22 4000 1122), optional fallback number, and Transfer qualified callers toggle so the agent can hand off during the call. The after-hours message (for example Our support team is currently unavailable. Please share your callback request) sets expectations outside operating hours. If calls can transfer, confirm the destination format, business hours, fallback message, and what context the receiving person will have.

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Configure lead capture

Inbound campaigns can create leads when the configured conditions are met, such as when contact details are available. Select a default lead owner and initial lead status so new enquiries appear in the correct workflow. In Lead Capture, choose information to collect with toggles for customer name, phone number, email address, location / district, requirement / intent, and preferred callback time. Then choose Create Lead When:

• Every inbound call - a lead for all callers.
• Contact details are available - only after phone or email is captured.
• AI marks the caller as qualified - using intent and qualification rules.

Set Default Lead Owner and Initial Lead Status (New) so new enquiries route correctly. Use the after-hours message to set expectations and collect a callback request when your team is unavailable.

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Before going live

Confirm the greeting, audio quality, language, knowledge answers, recording, and transfer destination. Test with more than one phone network when possible. Review the saved transcript and outcome after the call, because a natural-sounding conversation can still contain recognition or routing mistakes. Walk the full activation checklist in order: campaign shows active, number shows active with the right agent, business hours match the real schedule, after-hours message plays on a closed-hours test call, transfer connects to a staffed destination, recording consent wording matches policy, and one lead appears with the correct owner and status. Only then share the number publicly.