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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.

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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.

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Inbound Readiness Checklist

Inbound call success starts before the phone rings.
CheckReason
Number status is activeInactive or pending numbers should not receive production calls.
Inbound agent is assignedThe number needs a specific inbound agent version.
Agent version is publishedLive inbound routing should use reviewed behavior.
Welcome mode fits inboundCaller may expect to speak first, unlike outbound reminder calls.
Call History filters are readyOperations needs a way to audit inbound outcomes.

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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.

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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.

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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.

Phone Numbers

Assign inbound versions.

Call Detail Page

Review inbound evidence.

Call Transfer

Handoff when needed.