Inbound Call Processing
Inbound calls are calls that customers or users initiate to your phone numbers. These are typically support calls, sales inquiries, appointment requests, or other customer-initiated interactions.Inbound Call Flow
Call Reception
Number Identification: When a call arrives, Freyavoice AI identifies which phone number received it. Number Resolution: The system looks up the configuration for that number to determine routing. Session Creation: A new call session is created with a unique call ID for tracking. Context Loading: Any relevant context (customer data, previous interactions) is loaded.Routing
Agent Routing: If configured with an agent, the call is routed directly to that agent. Workflow Routing: If configured with a workflow, the workflow engine processes the call. Conditional Routing: Workflows can route based on conditions like time of day, caller ID, or other factors. Fallback Routing: If primary routing fails, fallback paths are used.Processing
Agent Activation: The agent loads its configuration, system prompt, and functions. Conversation Start: The agent greets the caller and begins the conversation. Real-Time Processing: The agent processes each turn of conversation in real-time. Function Execution: Functions are called as needed to fetch data or perform actions. Context Management: Conversation context is maintained throughout the call.Completion
Call End: The call ends when either party hangs up or the conversation completes. Data Storage: Call data, transcript, and metadata are stored. Webhooks: Webhook events are sent for call completion. Analytics: Call data is processed for analytics and reporting.Optimizing Inbound Calls
Response Time
Fast Connection: Minimize time between call arrival and agent response. Quick Greeting: Agents should greet callers quickly to avoid silence. Efficient Processing: Optimize agent prompts and functions for speed. Reduced Latency: Monitor and optimize latency throughout the call flow.Call Quality
Audio Optimization: Ensure high-quality audio for clear communication. Network Quality: Monitor network conditions and optimize for quality. Codec Selection: Use appropriate codecs for best quality and efficiency. Echo Handling: Proper echo cancellation for better call experience.User Experience
Clear Communication: Ensure agents speak clearly and are easy to understand. Helpful Responses: Agents should provide helpful, accurate responses. Efficient Resolution: Resolve caller needs quickly and effectively. Professional Service: Maintain professional tone and service quality.Inbound Call Scenarios
Customer Support
Issue Resolution: Help customers resolve problems or answer questions. Product Information: Provide information about products or services. Account Management: Help with account-related inquiries. Technical Support: Provide technical assistance and troubleshooting.Sales Inquiries
Product Information: Answer questions about products or services. Pricing: Provide pricing information and quotes. Lead Qualification: Qualify leads and gather information. Appointment Scheduling: Schedule sales meetings or demos.Appointment Management
Scheduling: Help customers schedule appointments. Reminders: Send appointment reminders (if integrated). Rescheduling: Allow customers to reschedule appointments. Cancellations: Handle appointment cancellations.Information Services
Hours and Location: Provide business hours and location information. General Information: Answer general questions about your business. Directory Services: Help callers find specific information or departments.Best Practices
Preparation
Test Before Launch: Always test inbound call handling before going live. Monitor First Calls: Closely monitor the first real calls to catch issues. Have Fallbacks: Plan fallback strategies for when things go wrong. Document Processes: Document your inbound call handling processes.Optimization
Analyze Performance: Regularly analyze call performance and identify improvements. Iterate on Prompts: Continuously improve agent prompts based on real conversations. Optimize Routing: Refine routing logic based on call patterns and outcomes. Improve Functions: Optimize functions for speed and reliability.Monitoring
Track Metrics: Monitor key metrics like call volume, duration, and success rates. Review Transcripts: Regularly review call transcripts to identify issues. User Feedback: Collect and act on user feedback about call experiences. Error Tracking: Monitor and address errors promptly.Troubleshooting
Common Issues
Calls Not Connecting: Check number configuration, provider connection, and routing setup. Poor Audio Quality: Verify network connectivity, codec settings, and provider quality. Agent Not Responding: Check agent configuration, system prompt, and model settings. Slow Response Times: Optimize prompts, reduce function call times, and check system load.Debugging
Call Logs: Review call logs to identify issues and patterns. Provider Logs: Check provider-side logs for telephony issues. Agent Logs: Review agent execution logs for processing issues. Network Diagnostics: Check network connectivity and quality.Next Steps
Outbound Calls
Learn how to initiate and manage outbound calling operations.