Inbound

The Inbound tab appears on Inbound and Blended campaigns. It answers one question: when a call comes in, how does it reach an agent?

Sources

The numbers and vendors whose inbound calls feed this campaign’s queue. Nothing arrives until at least one is ticked.

Numbers — tick the shared numbers that should ring into this campaign. Only shared numbers can be routed here: an outbound-pool number is caller ID only (the one call it does take — a lead ringing back the number that just dialed them — goes to the campaign that dialed them, automatically), and agent and vendor numbers are permanently bound to their owner. Buy shared numbers under Numbers → Shared.

Vendors — tick the vendors whose calls should land here. Vendors are managed under Vendors.

A number or vendor can feed several campaigns. Ticking one here doesn’t take it away from another campaign — the Numbers list shows this as “primary +1” when a number serves more than one.

Both lists stage on tick and commit with the header Save changes.

Routing

State-licensing routing (inbound) — match a caller only to agents licensed for their state.

The caller’s state is resolved from ZIP, then state, then area code. A caller whose state can’t be worked out is never blocked — they route to anyone.

When a caller’s state is known and no licensed agent is online, they don’t wait — they go straight to the no-agent action below.

When no agent is available

The same two situations as the outbound tab, configured separately for inbound:

When no eligible agent is available — agents are online but all busy, or none is licensed for this caller’s state
When no eligible agent is online — nobody’s logged in

Each offers Queue (wait for an agent) or Play a message, then queue to hold the caller, or one of the endings — hang up, transfer to a number, voicemail, or play a message and hang up.

If you queue the caller, how long they wait and what happens when that runs out is set by While callers wait on the General tab.