Inbound call settings in Talk control how calls are handled when they reach a user. These are agent-level settings, which means each user manages their own configuration for their personal line.
These settings cover how callers connect to an agent, when the agent is available, and what happens when a call is missed.
Accessing inbound call settings
Go to Settings → Inbound Call. This section contains all controls related to how your personal line receives and handles calls.
Extension
An extension lets callers reach a specific user directly without going through multiple menu options.
How it works
When a contact calls your main number, they can enter an assigned extension at any time. The call is then routed directly to the user linked to that extension, even if the main number uses an IVR.
This helps callers reach the intended person faster and reduces the need for manual call transfers.
Working hours
Working hours let users define when they are available to receive calls on their personal line.
You can set your daily schedule and include breaks such as lunch periods. Your availability is automatically updated based on this schedule.
Calls that come in outside of your working hours follow your missed call settings, such as routing to voicemail or other configured actions.
Operating states and operating area codes in users
Operating states and area codes determine how inbound calls are routed based on the caller’s location. This allows calls to be directed to the most relevant user without requiring manual transfers.
This setup is useful for teams handling calls across multiple regions, as it helps ensure callers are connected to the right person immediately.
How it works
You can assign specific states or area codes to a user. When a call comes in, the system checks the caller’s location and routes the call to a user with a matching assignment.
Example:
If a user is assigned to handle calls from California, any call originating from that area is routed directly to them. This reduces routing steps and helps callers reach the appropriate user faster.Area code limitation
Operating area codes can also be used to control which calls a user can receive.
When configured, users will only receive calls from their assigned regions. This helps ensure that calls are handled by the appropriate team or representative based on location.
Follow-up SMS for missed calls
If a call is missed, a follow-up message can be sent automatically to the caller. The message is sent using the number configured in the user’s backup routing settings.
To configure backup routing:
Go to Settings → Profile. This ensures missed calls still receive a response.
Caller notification
Admins can enable auto-text message after a call.
This allows teams to define a standard message that is sent to callers after an interaction. The message content can be customized in the settings.
Personal inbox voicemail
Personal inbox voicemail allows agents to control what callers hear when a direct call to their personal line goes unanswered. When enabled, callers can leave a message using a greeting set by the agent, and the voicemail is delivered to the agent’s personal inbox for follow-up.
Each agent manages their own voicemail settings in Talk — no admin setup is required.
To enable Personal Inbox Voicemail:
Step 1: Enable voicemail
Under Personal Inbox Voicemail, select Voicemail as the missed call action.
You will see two options:
Use line’s missed call settings (defined by admin) - this is the default behavior. Missed calls will follow the routing or handling rules set by the admin for the line.
Take a voicemail - overrides the default behavior and allows callers to leave a voicemail using your recorded or uploaded greeting. Select Take a voicemail to enable personal voicemail.
Step 2: Record or upload your greeting
Once Take a voicemail is selected, you can set your greeting:
Record - create a new greeting directly in your browser
Upload - attach an existing audio file from your computer.
Preview your greeting, then click Save to apply.
Example greeting:
“Hi, you've reached Taylor from the Support team. I'm not available right now. Please leave a message with your name, company, and the best number to reach you, and I'll return your call within the day.”What to keep in mind
Personal Inbox Voicemail applies only to calls made directly to your personal line. Calls that come through shared inboxes or ring groups follow their own routing and are not affected by this setting.
When voicemail is enabled, any unanswered direct call will play your greeting and allow the caller to leave a message, which is then stored in your personal inbox.
If voicemail is not enabled, missed calls will end without a greeting or recorded message.
Managing your voicemail greeting
After setting up your voicemail, you can review and update your greeting at any time.
Play the current greeting to hear how it sounds and make sure the message is clear. If needed, you can adjust playback settings or replace the greeting entirely by recording a new one or uploading a different file.
Any changes you save will be applied to the next missed call.
Accessing and downloading voicemail messages
Voicemails left by callers are stored in your personal inbox, making them easy to review and follow up on.
If you need to keep a copy of a message, open the voicemail, click the three-dot menu, and select Download.
