Inbound Calls

Inbound calls are calls Guests place to your Voicetta phone number.

The Inbound calls page controls the greeting and instructions the agent uses when it answers live calls.

Why it matters for your business

• Save money: fewer missed calls means fewer lost opportunities.
• Work faster: the agent can qualify, answer, and route common requests automatically.
• Standardize service: every Guest receives the same opening experience and process.
• Delight every Guest: callers get an answer even when your team is busy or closed.

Before you start

Decide:

• what the agent should say first,
• what information it should collect,
• which questions it can answer,
• when it should escalate,
• what tone it should use.

Step-by-step in the app

1. Open Agent → Inbound calls.
2. Review the greeting.
3. Add instructions for the most common Guest requests.
4. Include escalation rules for urgent or sensitive cases.
5. Save the changes.
6. Use Test your agent to hear the greeting before going live.

Best practices

• Start with a short greeting.
• Tell the agent what business it represents.
• Give the agent clear boundaries.
• Use Guest-facing language, not internal team shorthand.
• Add rules for when the agent should not guess.

Common mistakes

• Writing a long greeting that delays the Guest.
• Mixing inbound and outbound instructions in one prompt.
• Forgetting to tell the agent how to handle unknown answers.
• Not testing after changing the greeting.

Related pages

• Prompt Editor
• Test Your Agent
• Knowledge Base