> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

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

## Set Up Inbound Answering

<Steps>
  <Step title="Publish the agent">
    Open the agent, review the draft, and click **Publish**. Drafts never answer live calls.
  </Step>

  <Step title="Assign the number">
    In **Phone Numbers**, open the number and set the inbound agent to the published version you just created. Save.
  </Step>

  <Step title="Call the number">
    Dial it from any phone. The agent should answer with its welcome message within a few seconds.
  </Step>

  <Step title="Confirm in Call History">
    Open the call record and verify status, transcript, and recording look right before sharing the number.
  </Step>
</Steps>

## 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.

<CardGroup cols={2}>
  <Card title="Support intake" icon="headphones" href="/common-use-cases">
    Collect issue details and summarize the next step.
  </Card>

  <Card title="Lead capture" icon="user-plus" href="/agents/single-prompt-agents">
    Qualify callers who respond to ads, campaigns, or missed calls.
  </Card>

  <Card title="Appointment handling" icon="calendar" href="/agent-settings/functions">
    Confirm or route scheduling questions.
  </Card>

  <Card title="Escalation triage" icon="phone-forwarded" href="/calls/call-transfer">
    Transfer callers when the AI should not finish alone.
  </Card>
</CardGroup>

## Review An Inbound Call

<Steps>
  <Step title="Open Call History">
    Filter by inbound direction, phone number, agent, or date range if needed.
  </Step>

  <Step title="Open the call detail">
    Listen to recording and compare transcript.
  </Step>

  <Step title="Check extracted fields">
    Confirm support issue, qualification, or escalation fields.
  </Step>

  <Step title="Tune the agent version">
    Make draft changes and publish only after testing.
  </Step>
</Steps>

## Related Reading

<CardGroup cols={2}>
  <Card title="Phone Numbers" icon="phone" href="/calls/phone-numbers">
    Assign inbound versions.
  </Card>

  <Card title="Call Detail Page" icon="panel-right" href="/monitoring/call-detail-page">
    Review inbound evidence.
  </Card>

  <Card title="Call Transfer" icon="phone-forwarded" href="/calls/call-transfer">
    Handoff when needed.
  </Card>
</CardGroup>