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An inbound assistant is an AI assistant configured to receive and handle phone calls. Follow these steps to get yours ready.

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Setup

1

Write a system prompt

Your system prompt defines how the assistant behaves throughout the call. Be specific about your company, the assistant’s role, and how it should handle common scenarios.Example:
You are the Support Bot for Acme Inc. Greet the caller politely, ask how you can help,
and attempt to answer basic FAQs about our products. If the caller needs a refund or
has a billing issue, transfer them to a human agent.
Include guidance for edge cases — for example, what to do if the caller asks something outside scope, or if they get frustrated.
2

Set an opening message

The opening message is the first thing the caller hears after the assistant picks up. Keep it brief and welcoming.Example:
Hi, thank you for calling Acme Inc. How may I help you today?
3

Choose a voice

Select a voice from the built-in library, or use a cloned voice if you’ve set one up. The voice should match the tone of your brand — professional, friendly, or neutral.
4

Add tools (optional)

Tools extend what your assistant can do during a call. Common options for inbound calls include:
ToolWhat it does
TransferRoutes the caller to a human agent when needed
End CallEnds the call politely under defined conditions
Appointment SchedulerBooks a slot directly on your calendar
Add only the tools your use case requires — keeping it lean helps the assistant stay focused.
5

Define your call flow in the prompt

Use your system prompt to shape the conversation structure. For example:
If the caller mentions billing, ask for their invoice number before proceeding.
If they ask about delivery status, request their order number.
The more specific your prompt, the more consistently the assistant will handle calls.
6

Save and test

Save your assistant settings, then call the inbound number from your cell phone. Verify that:
  • The assistant answers with the correct opening message
  • It responds according to your system prompt
  • Any configured tools (like transfer) trigger at the right moments
Revisit your assistant’s settings regularly, especially if you’re seeing frequent hang-ups or callers not getting the help they need. Transcripts from previous calls are a useful source of improvement ideas.

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Inbound vs. outbound mode

Your assistant must be set to inbound mode to handle incoming calls. If you’re also running outbound campaigns, you’ll typically use a separate assistant configured specifically for that purpose.