# 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. - Source: https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-how-to-configure-inbound-call-flow - Section: AI Employee / Voice AI - Reading time: 4 min - Images: 9, each explained below - Modified on Mon, 29 Jun at 7:58 AM --- 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)[What is Inbound Call Flow for Voice AI Calls?](#what-is-inbound-call-flow-for-voice-ai-calls) [](#key-benefits-of-setting-up-inbound-call-flow) - [Key Benefits of Setting Up Inbound Call Flow](#key-benefits-of-setting-up-inbound-call-flow)[](#where-to-find-the-call-forwarding-option) - [Where to Find the Call Forwarding Option?](#where-to-find-the-call-forwarding-option) - [Voice AI WITHOUT Call Forwarding](#voice-ai-without-call-forwarding)[](#adjust-inbound-call-timeout) - [Adjust Inbound Call Timeout](#adjust-inbound-call-timeout)[](#frequently-asked-questions) - [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles) - [Related Articles](#related-articles) --- # **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](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155049245444/original/d7Nl2mGkrxeyQrMafHOZEv0iwft9t-J3OQ.png) **Step 1 of 3: Click on Settings from your sub-account** 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. - What to click: Click on Settings from your sub-account. - Controls: Settings, Phone System, available numbers for the sub-account, Manage, Numbers - Next: Click on the Phone System tab. Full 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…](https://jumpshare.com/share/FkbeBJ5jV0m2UlN6wfir+/Screen+Shot+2026-06-29+at+18.16.23.png) **Step 3 of 3: List of available numbers for the sub-account will show under Manage…** 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. - What this covers: List of available numbers for the sub-account will show under Manage Numbers tab. - Controls: available numbers for the sub-account, Manage, Numbers, Settings, Phone System Full 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](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155049245548/original/1zUmXclHDt-lAZu28HXGNwrGou6pDv9F_g.png) **Step 2 of 4: Click on the Edit Configuration option from the pop-up** 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. - What to click: Click on the Edit Configuration option from the pop-up. - Controls: Edit Configuration, Three Dots, Call Forwarding, Voice AI - Next: Open the Call Forwarding tab. Full 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](https://jumpshare.com/share/UAEltwoCd2RdIIbypmVo+/Screen+Shot+2026-06-29+at+18.06.06.png) **Step 4 of 4: Under call routing, select or review the Voice AI option** 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. - What to choose: Under call routing, select or review the Voice AI option. - Controls: Voice AI, Three Dots, Edit Configuration, Call Forwarding Full 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)](https://jumpshare.com/share/ygVbCNJmHjBI5onjr58E+/Screen+Shot+2026-06-29+at+18.10.23.png) **Voice AI WITHOUT Call Forwarding (image 5 of 9)** 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. - What this covers: 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. - Controls: not enabled, default sub-account phone number - Next: 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. Full 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](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155074739927/original/xkGrBOnJpFCRp5--xlCT5WkTz1n1XEvKmw.jpeg) **Step 1 of 9: Go to Settings** 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. - Where to go: Go to Settings. - Controls: Settings, Phone System, Phone Numbers, three-dot menu, Edit Configuration, Call Forwarding, Timeout, 1–3 seconds, 0 seconds, Save - Next: Select Phone System. Full 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](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155074740257/original/vuoOivqQFX9GEIhe7k0kZD3iQt3LIIRLNw.jpeg) **Step 3 of 9: Open the Phone Numbers tab** 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. - Where to go: Open the Phone Numbers tab. - Controls: Phone Numbers, Settings, Phone System, three-dot menu, Edit Configuration, Call Forwarding, Timeout, 1–3 seconds, 0 seconds, Save - Next: Click the three-dot menu next to the number. Full 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](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155074740311/original/uhv6joyDVcj1dOlZHosk0cWeROKTxPLW6Q.jpeg) **Step 5 of 9: Select Edit Configuration** 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. - What to choose: Select Edit Configuration. - Controls: Edit Configuration, Settings, Phone System, Phone Numbers, three-dot menu, Call Forwarding, Timeout, 1–3 seconds, 0 seconds, Save - Next: Open the Call Forwarding tab. Full 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](https://jumpshare.com/share/O6hZSDFULXFZotFm41M5+/Screen+Shot+2026-06-29+at+18.23.14.png) **Step 9 of 9: Save your changes** 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. - How to confirm: Save your changes. - Controls: Save, Settings, Phone System, Phone Numbers, three-dot menu, Edit Configuration, Call Forwarding, Timeout, 1–3 seconds, 0 seconds Full 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. --- ### **Related Articles** - [How to Assign Twilio Numbers to Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-assign-twilio-numbers-to-voice-ai-agents) - [Inbound Calls: IVR, AI, Routing & Call Flow Explained](https://docs.ghlcustomercare.com/docs/phone-system/calling/inbound-calls-ivr-ai-routing-call-flow-explained) - [Number Pool Support in Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/number-pool-support-in-voice-ai-agents) - [How to Test Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-test-voice-ai-agents) - [Call Forwarding to Your GHL Customer Care Phone Number](https://docs.ghlcustomercare.com/docs/phone-system/general/call-forwarding-to-your-ghl-customer-care-phone-number) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com