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Understanding Inbound Call Flow for Voice AI Calls in Stack

When setting up Voice AI in Stack, it's essential to understand how the inbound call flow operates. This knowledge will help you maximize the efficiency of your AI. There are different scenarios where your Voice AI Agent can engage in a phone call. You have the option to let the Voice AI Agent answer immediately or only when a call reaches voicemail or times out.

Voice AI Without Call Forwarding​

Important: If you don't use call forwarding and employ Voice AI Agents, the Voice AI Agent will always answer the call unless the phone number used for the AI Agent is your default sub-account phone number.

Directing inbound calls straight to your Voice AI Agents can be beneficial, especially if you're too busy to handle calls throughout the day. In such cases, the Voice AI Agent acts as your personal office assistant, answering calls, managing leads, and gathering customer information for follow-up.

Setting Up Voice AI to Always Answer Calls​

To ensure your Voice AI Agent consistently answers inbound calls:

  • Avoid assigning your default account phone number to your AI Agent.
  • Do not enable call forwarding on the phone number designated for your AI Agent.

Voice AI With Call Forwarding​

If you're forwarding inbound calls to another phone, like your office or cell phone, you need to tweak your setup to ensure the Voice AI Agent can answer calls when you're unavailable.

Setting Up Voice AI for Missed Calls​

To configure your Voice AI Agent to handle missed calls, consider one of the following setups:

  • Assign your default account phone number to your AI Agent.
  • Enable call forwarding on the phone number assigned to your AI Agent.

Important: Regardless of the scenario you choose, it's recommended to reduce the "Inbound Call Timeout" period. This ensures the inbound caller never reaches your local voicemail. If the caller does reach your voicemail, Stack will mark the call as "completed," and the Voice AI Agent won't answer it.