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Voice AI - How to Configure Inbound Call Flow

Learn how to configure inbound call flow for Voice AI in GHL Customer Care. Choose when your AI agent answers calls to optimize efficiency and caller experience.

4 min read886 words9 explained imagesUpdated Mon, 29 Jun at 7:58 AM
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  1. Key Benefits of Setting Up Inbound Call Flow
  2. Where to Find the Call Forwarding Option?
  3. Step 1: Navigate to Manage Numbers
  4. Step 2: Navigate to Edit Configuration Option
  5. Voice AI WITHOUT Call Forwarding
  6. Adjust Inbound Call Timeout
  7. Frequently Asked Questions
  8. Related Articles

Use inbound call flow settings to route calls from a GHL Customer Care phone number to a Voice AI agent. This helps your business answer incoming calls automatically, respond to caller questions, and reduce missed opportunities. This article explains how to connect a phone number to a Voice AI agent and adjust timeout settings so calls are handled correctly.

TABLE OF CONTENTS

What is Inbound Call Flow for Voice AI Calls?

Inbound call flow for Voice AI calls allows GHL Customer Care phone numbers to route incoming calls to a Voice AI agent. This setup helps businesses automate call answering, handle common questions, and make sure callers reach the right experience without relying only on manual call handling.

When a phone number is connected to a Voice AI agent, the agent can answer calls, speak with callers, respond based on its configuration, and support your inbound call process.

Key Benefits of Setting Up Inbound Call Flow

  • Automated call answering: Voice AI can answer inbound calls without requiring a team member to pick up first.

  • Faster response times: Callers can reach an active Voice AI agent right away when routing is configured correctly.

  • Better call coverage: Voice AI can help handle inbound calls outside normal working hours or during busy periods.

  • Improved routing control: You can decide how a phone number handles inbound calls by using the Call Forwarding settings.

  • Reduced missed opportunities: Proper timeout settings can help prevent calls from reaching local voicemail before Voice AI answers.

Where to Find the Call Forwarding Option?

Step 1: Navigate to Manage Numbers

  1. Click on Settings from your sub-account.
    Step 1 of 3: Click on Settings from your sub-account What this shows Step 1 of 3: Click on Settings from your sub-account. What this shows Shows what to click for step 1 of 3 in the "Step 1: Navigate to Manage Numbers" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 1 of 3 in the "Step 1: Navigate to Manage Numbers" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you click on Settings from your sub-account. The next step is to click on the Phone System tab. Step 1 of 3Image 1 of 9 What to clickClick on Settings from your sub-account.
    Buttons and menus referenced SettingsPhone Systemavailable numbers for the sub-accountManageNumbers
    Next stepClick on the Phone System tab.
    All 3 steps in this procedure
    1. Click on Settings from your sub-account. this image
    2. Click on the Phone System tab.
    3. List of available numbers for the sub-account will show under Manage Numbers tab.
  2. Click on the Phone System tab.
  3. List of available numbers for the sub-account will show under Manage Numbers tab.
    Step 3 of 3: List of available numbers for the sub-account will show under Manage… What this shows Step 3 of 3: List of available numbers for the sub-account will show under Manage Numbers tab. What this shows Shows what this covers for step 3 of 3 in the "Step 1: Navigate to Manage Numbers" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 3 of 3 in the "Step 1: Navigate to Manage Numbers" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you list of available numbers for the sub-account will show under Manage Numbers tab. Step 3 of 3Image 2 of 9 What this coversList of available numbers for the sub-account will show under Manage Numbers tab.
    Buttons and menus referenced available numbers for the sub-accountManageNumbersSettingsPhone System
    All 3 steps in this procedure
    1. Click on Settings from your sub-account.
    2. Click on the Phone System tab.
    3. List of available numbers for the sub-account will show under Manage Numbers tab. this image

Step 2: Navigate to Edit Configuration Option

  1. Click on the Three Dots beside the number you want to configure.
  2. Click on the Edit Configuration option from the pop-up.
    Step 2 of 4: Click on the Edit Configuration option from the pop-up What this shows Step 2 of 4: Click on the Edit Configuration option from the pop-up. What this shows Shows what to click for step 2 of 4 in the "Step 2: Navigate to Edit Configuration Option" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 2 of 4 in the "Step 2: Navigate to Edit Configuration Option" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you click on the Edit Configuration option from the pop-up. The next step is to open the Call Forwarding tab. Step 2 of 4Image 3 of 9 What to clickClick on the Edit Configuration option from the pop-up.
    Buttons and menus referenced Edit ConfigurationThree DotsCall ForwardingVoice AI
    Next stepOpen the Call Forwarding tab.
    All 4 steps in this procedure
    1. Click on the Three Dots beside the number you want to configure.
    2. Click on the Edit Configuration option from the pop-up. this image
    3. Open the Call Forwarding tab.
    4. Under call routing, select or review the Voice AI option.
  3. Open the Call Forwarding tab.
  4. Under call routing, select or review the Voice AI option.
    Step 4 of 4: Under call routing, select or review the Voice AI option What this shows Step 4 of 4: Under call routing, select or review the Voice AI option. What this shows Shows what to choose for step 4 of 4 in the "Step 2: Navigate to Edit Configuration Option" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 4 of 4 in the "Step 2: Navigate to Edit Configuration Option" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you under call routing, select or review the Voice AI option. Step 4 of 4Image 4 of 9 What to chooseUnder call routing, select or review the Voice AI option.
    Buttons and menus referenced Voice AIThree DotsEdit ConfigurationCall Forwarding
    All 4 steps in this procedure
    1. Click on the Three Dots beside the number you want to configure.
    2. Click on the Edit Configuration option from the pop-up.
    3. Open the Call Forwarding tab.
    4. Under call routing, select or review the Voice AI option. this image

Voice AI WITHOUT Call Forwarding

IMPORTANT: If call forwarding is not enabled for a phone number used with a Voice AI Agent, the Voice AI Agent will always answer incoming calls to that number.

The only exception is when the phone number assigned to the AI Agent is your default sub-account phone number.

There are many reasons why sending your inbound calls directly to your Voice AI Agents would be beneficial, but the most likely scenario is that you are just too busy to answer the phone all day. If this is the case, the Voice AI Agent will be your personal office employee, answering calls, fielding leads, and collecting customer information for further follow-up!

To setup your Voice AI call flow so that your AI Agent always picks up the inbound call:

  • Do NOT assign your default account phone number to your AI Agent.
  • Do NOT assign call forwarding to the phone number assigned to your AI Agent.
Voice AI WITHOUT Call Forwarding (image 5 of 9) What this shows Do NOT assign your default account phone number to your AI Agent. What this shows Illustrates the "Voice AI WITHOUT Call Forwarding" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot appears in the "Voice AI WITHOUT Call Forwarding" section of "Voice AI - How to Configure Inbound Call Flow". The text alongside this image reads: Do NOT assign your default account phone number to your AI Agent. Do NOT assign call forwarding to the phone number assigned to your AI Agent. Immediately after, the guide continues: Inbound call timeout controls how long GHL Customer Care waits before moving the call to the backup option. Keeping this timeout low helps prevent callers from reaching local voicemail before the Voice AI agent can answer. Image 5 of 9 What this coversDo NOT assign your default account phone number to your AI Agent. Do NOT assign call forwarding to the phone number assigned to your AI Agent.
Buttons and menus referenced not enableddefault sub-account phone number
Next stepInbound call timeout controls how long GHL Customer Care waits before moving the call to the backup option. Keeping this timeout low helps prevent callers from reaching local voicemail before the Voice AI agent can answer.
All 2 steps in this procedure
  1. Do NOT assign your default account phone number to your AI Agent.
  2. Do NOT assign call forwarding to the phone number assigned to your AI Agent.

Adjust Inbound Call Timeout

Inbound call timeout controls how long GHL Customer Care waits before moving the call to the backup option. Keeping this timeout low helps prevent callers from reaching local voicemail before the Voice AI agent can answer.

Important: If the caller reaches local voicemail, GHL Customer Care will mark the call as completed, and the Voice AI agent will not answer the call.

To adjust the timeout:

  1. Go to Settings.

    Step 1 of 9: Go to Settings What this shows Step 1 of 9: Go to Settings. What this shows Shows where to go for step 1 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 1 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you go to Settings. For context, this section explains: Inbound call timeout controls how long GHL Customer Care waits before moving the call to the backup option. Keeping this timeout low helps prevent callers from reaching local voicemail before the Voice AI agent can answer. The next step is to select Phone System. Step 1 of 9Image 6 of 9 Where to goGo to Settings.
    Buttons and menus referenced SettingsPhone SystemPhone Numbersthree-dot menuEdit ConfigurationCall ForwardingTimeout1–3 seconds0 secondsSave
    Next stepSelect Phone System.
    All 9 steps in this procedure
    1. Go to Settings. this image
    2. Select Phone System.
    3. Open the Phone Numbers tab.
    4. Click the three-dot menu next to the number.
    5. Select Edit Configuration.
    6. Open the Call Forwarding tab.
    7. Locate the Timeout setting.
    8. Reduce the timeout to a low value, such as 1–3 seconds. You may also set it to 0 seconds depending on your routing needs.
    9. Save your changes.

  2. Select Phone System.

  3. Open the Phone Numbers tab.

    Step 3 of 9: Open the Phone Numbers tab What this shows Step 3 of 9: Open the Phone Numbers tab. What this shows Shows where to go for step 3 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 3 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you open the Phone Numbers tab. For context, this section explains: Inbound call timeout controls how long GHL Customer Care waits before moving the call to the backup option. Keeping this timeout low helps prevent callers from reaching local voicemail before the Voice AI agent can answer. The next step is to click the three-dot menu next to the number. Step 3 of 9Image 7 of 9 Where to goOpen the Phone Numbers tab.
    Buttons and menus referenced Phone NumbersSettingsPhone Systemthree-dot menuEdit ConfigurationCall ForwardingTimeout1–3 seconds0 secondsSave
    Next stepClick the three-dot menu next to the number.
    All 9 steps in this procedure
    1. Go to Settings.
    2. Select Phone System.
    3. Open the Phone Numbers tab. this image
    4. Click the three-dot menu next to the number.
    5. Select Edit Configuration.
    6. Open the Call Forwarding tab.
    7. Locate the Timeout setting.
    8. Reduce the timeout to a low value, such as 1–3 seconds. You may also set it to 0 seconds depending on your routing needs.
    9. Save your changes.

  4. Click the three-dot menu next to the number.

  5. Select Edit Configuration.

    Step 5 of 9: Select Edit Configuration What this shows Step 5 of 9: Select Edit Configuration. What this shows Shows what to choose for step 5 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 5 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you select Edit Configuration. For context, this section explains: Inbound call timeout controls how long GHL Customer Care waits before moving the call to the backup option. Keeping this timeout low helps prevent callers from reaching local voicemail before the Voice AI agent can answer. The next step is to open the Call Forwarding tab. Step 5 of 9Image 8 of 9 What to chooseSelect Edit Configuration.
    Buttons and menus referenced Edit ConfigurationSettingsPhone SystemPhone Numbersthree-dot menuCall ForwardingTimeout1–3 seconds0 secondsSave
    Next stepOpen the Call Forwarding tab.
    All 9 steps in this procedure
    1. Go to Settings.
    2. Select Phone System.
    3. Open the Phone Numbers tab.
    4. Click the three-dot menu next to the number.
    5. Select Edit Configuration. this image
    6. Open the Call Forwarding tab.
    7. Locate the Timeout setting.
    8. Reduce the timeout to a low value, such as 1–3 seconds. You may also set it to 0 seconds depending on your routing needs.
    9. Save your changes.

  6. Open the Call Forwarding tab.

  7. Locate the Timeout setting.

  8. Reduce the timeout to a low value, such as 1–3 seconds. You may also set it to 0 seconds depending on your routing needs.

  9. Save your changes.

    Step 9 of 9: Save your changes What this shows Step 9 of 9: Save your changes. What this shows Shows how to confirm for step 9 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". This screenshot accompanies step 9 of 9 in the "Adjust Inbound Call Timeout" section of "Voice AI - How to Configure Inbound Call Flow". At this point in the walkthrough you save your changes. For context, this section explains: Inbound call timeout controls how long GHL Customer Care waits before moving the call to the backup option. Keeping this timeout low helps prevent callers from reaching local voicemail before the Voice AI agent can answer. Step 9 of 9Image 9 of 9 How to confirmSave your changes.
    Buttons and menus referenced SaveSettingsPhone SystemPhone Numbersthree-dot menuEdit ConfigurationCall ForwardingTimeout1–3 seconds0 seconds
    All 9 steps in this procedure
    1. Go to Settings.
    2. Select Phone System.
    3. Open the Phone Numbers tab.
    4. Click the three-dot menu next to the number.
    5. Select Edit Configuration.
    6. Open the Call Forwarding tab.
    7. Locate the Timeout setting.
    8. Reduce the timeout to a low value, such as 1–3 seconds. You may also set it to 0 seconds depending on your routing needs.
    9. Save your changes. this image

Frequently Asked Questions

Q: Why is my Voice AI agent not answering inbound calls?
Make sure the phone number is assigned to the correct Voice AI agent from the agent’s Deploy tab. Then confirm the number’s Call Forwarding settings show Voice AI as the routing option.

Q: Can one Voice AI agent use multiple phone numbers?
Yes. You can assign multiple phone numbers to one Voice AI agent.

Q: Can I assign a number pool to a Voice AI agent?
Yes, where available. One number pool can be assigned to an agent.

Q: What happens if the call reaches my local voicemail first?
GHL Customer Care may mark the call as completed, and the Voice AI agent will not answer. Reducing the inbound call timeout helps avoid this.

Q: Can I buy a new number while assigning numbers to a Voice AI agent?
Yes. From the phone number assignment screen, you can use the option to buy a new number if you do not already have one available.

Q: How can I confirm the setup is working?
Call the assigned phone number and confirm that the connected Voice AI agent answers the call.

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