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 its inbound agent, or use Phone numbers in the agent builder. The number answers with the agent’s latest published version, so a later publish takes effect without reassigning it.
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.What Callers Hear During Setup
For Plivo inbound numbers, DialNexa can play ringback audio while it resolves the assigned agent and its latest published 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 was assigned.Inbound Use Cases
Inbound agents should match caller intent.Support intake
Lead capture
Appointment handling
Escalation triage
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.