Inbound vs. Outbound Configuration
Inbound and outbound calls are handled differently at the start of a call:- Inbound: The caller initiates the call. The caller knows they dialed and expects to be greeted. The agent speaks first.
- Outbound: The agent initiates the call. The recipient does not expect the call. The agent must establish context quickly and confirm the recipient is available.
Inbound Greeting Behavior
Greeting Mode
Controls what the agent says immediately when an inbound call connects:| Mode | Behavior |
|---|---|
| Welcome Message | Agent plays the welcome message configured in the Agent Tab, then waits for the caller to speak. |
| Wait for Caller | Agent waits silently for the caller to speak first before responding. Useful when callers are likely to identify themselves before being greeted (e.g., internal office lines). |
| Custom Inbound Greeting | Agent plays a greeting configured specifically for inbound calls, overriding the welcome message from the Agent Tab. |
The Wait for Caller mode reduces the immediate engagement but avoids talking over callers who begin speaking the moment the call connects. Test this mode with your target caller population to determine whether it improves the experience.
Custom Inbound Greeting
When greeting mode is set to Custom Inbound Greeting, enter the text here. This text is rendered as TTS using the agent’s current voice settings. The custom inbound greeting supports variable substitution if the inbound call passes variables (for example, from an IVR that collected caller information before routing to DialNexa). Example:Hold Music / Queue Behavior
If your workspace has queue behavior configured (callers are held when concurrency is at capacity), this setting controls whether hold music or a hold message plays while the caller waits. Hold behavior is a workspace-level setting, but the Inbound Tab allows per-agent overrides.Phone Number Assignments
Assigned Inbound Numbers
The list of phone numbers that route inbound calls to this agent version. Numbers listed here will send callers to this agent when they dial in.Assign a Number
To add a phone number to this agent’s inbound routing:Select the number
A dropdown shows all active phone numbers in your workspace that do not already have an inbound agent assigned. Select the number.
Remove a Number
To remove a number from this agent’s inbound routing:- Find the number in the Assigned Inbound Numbers list.
- Click the remove icon next to it.
- Confirm and save.
Number Assignment vs. Phone Numbers Tab
Phone number assignments can be managed from two places:- This tab (Inbound Tab): View and manage assignments from within the agent’s configuration.
- Phone Numbers tab (in the left sidebar): View and manage assignments from the number’s perspective.