Start Receiving Inbound Calls

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Overview

Once you’ve imported a phone number and connected it to an agent or workflow, you’re ready to start receiving inbound calls. This guide covers testing your setup and ensuring everything works correctly.

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Prerequisites

Before receiving inbound calls, make sure you have:

1. ✅ Imported a phone number - Phone number is imported from Twilio or another provider
2. ✅ Connected the phone number - Phone number is configured with an inbound agent or workflow
3. ✅ Agent/Workflow is ready - Your agent or workflow is properly configured and tested
4. ✅ Twilio integration active - Twilio webhooks are properly configured (if using Twilio)

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Testing Your Setup

Before going live, test your inbound call setup:

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Step 1: Verify Configuration

Check that your phone number is properly configured:

1. Navigate to Phone Numbers
2. Find your phone number
3. Verify it shows:
   • ✅ Type (Agents or Workflows)
   • ✅ Inbound agent/workflow is selected
   • ✅ Status is active

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Step 2: Test with Simulation

Use Freya’s simulation feature to test:

1. Navigate to Simulations
2. Create a new simulation
3. Select your phone number
4. Make a test call
5. Verify the agent/workflow responds correctly

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Step 3: Make a Test Call

Call your phone number from another phone:

1. Dial the phone number you configured
2. The call should connect to your agent/workflow
3. Test a conversation to ensure everything works
4. Check the call logs to verify the call was recorded

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Monitoring Inbound Calls

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Viewing Call Logs

Track all inbound calls:

1. Navigate to Calls in the sidebar
2. View the list of all calls
3. Filter by:
   • Phone number
   • Date range
   • Call status
   • Agent/workflow used

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Call Details

Click on any call to see:

• Call Recording - Listen to the full conversation
• Transcript - Read the conversation transcript
• Agent Performance - See how your agent handled the call
• Metadata - Call duration, timestamps, etc.

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Troubleshooting

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Calls Not Connecting

If calls aren’t connecting:

1. Check Twilio Configuration
   • Verify webhooks are set correctly in Twilio
   • Ensure Twilio integration is still connected
   • Check Twilio account status
2. Verify Phone Number Status
   • Confirm the number is active in Freya
   • Check that inbound routing is configured
   • Ensure agent/workflow exists and is active
3. Check Call Logs
   • Look for error messages in call logs
   • Check if calls are being received but failing
   • Review any error notifications

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Agent Not Responding

If the agent doesn’t respond:

1. Check Agent Configuration
   • Verify the agent is properly configured
   • Ensure the system prompt is set
   • Check that the model is selected
2. Test Agent Separately
   • Use simulations to test the agent
   • Verify the agent works outside of phone calls
   • Check for configuration errors
3. Review Call Transcripts
   • See what the agent heard
   • Check if there were any errors
   • Verify the conversation flow

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Poor Call Quality

If call quality is poor:

1. Check Network Connection
   • Ensure stable internet connection
   • Verify Twilio connection quality
   • Check for network issues
2. Review Voice Settings
   • Adjust voice provider settings
   • Try different voice options
   • Check voice speed and stability
3. Monitor Call Metrics
   • Check call duration
   • Review drop rates
   • Analyze quality metrics

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Best Practices

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Going Live

Once you’ve tested and verified everything works:

1. Monitor First Calls - Watch the first few real calls closely
2. Review Performance - Check how your agent handles real conversations
3. Iterate Quickly - Make adjustments based on real call data
4. Scale Gradually - Start with one number and expand as you gain confidence

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Next Steps

Start Initiating Outbound Calls

Learn how to start making outbound calls and running campaigns.

View Analytics

Monitor your call performance and agent analytics.