---
title: "Inbound Calls"
description: "Configure the greeting and instructions your agent uses when a Guest calls your business."
publishedAt: "2026-06-27"
modifiedAt: "2026-06-27"
category: "Agent Setup"
tags: "Voicetta, inbound calls, greeting, prompt"
navOrder: "11"
canonical: "https://voicetta.com/docs/inbound-calls"
---

# 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](/docs/prompt-editor)
- [Test Your Agent](/docs/test-your-agent)
- [Knowledge Base](/docs/knowledge-base)