How to Create or Edit an Inbound Route
How to Create or Edit an Inbound Route
An Inbound Route controls what happens when a customer calls one of your business phone numbers.
It defines the customer’s call journey, whether the call goes to a queue, IVR menu, specific agent, or follows business hours rules.
Step-by-Step: Configure an Inbound Route
Go to Settings → Voice → Phone Numbers
Click on the phone number row to open the side panel window and create a configuration, or edit an existing one.
In the Description field, add a clear label. (For example, “main line” or “support hotline”)
Add a Caller ID Name Prefix (optional) that will appear on the agent’s screen before the caller name/incoming phone number.
Under Destination, select where inbound calls should go. (You can route calls to: Queue, IVR, Extension, Time Condition, Call Forward, Announcements, Voice Mail, etc.)
Click Save to activate the inbound route.
💡Useful Tip: Remove all the phone number configuration by resetting the settings under the Actions column, or clicking on “Remove inbound route settings” in the side panel to clear only the inbound route configuration.