Inbound Calling

Inbound calling is when a customer dials a number connected to CallMangal and reaches an agent workflow, rather than an agent calling out.

How an inbound call flows

1. A caller dials a number connected to CallMangal.
2. The call is routed to the agent workflow configured for that number.
3. The agent runs the workflow the way it would in a browser test — greeting, questions, conversation nodes, and any extraction along the way.
4. If the conversation needs a person — a complex question, an angry caller, anything outside the configured workflow — the call is handed off according to the handoff rule configured for that agent.
5. The call outcome, recording and transcript (where enabled) are stored for review, and any connected webhook or CRM action fires.

Configuring an inbound agent

An inbound number is pointed at a specific agent workflow. That workflow should be built and browser tested before it is connected to a real number — the workflow logic does not change between a browser test and a real call; only the entry point does.

Human handoff on inbound calls

Every inbound workflow should have a clear answer for "when does this call go to a person?" Common reasons to hand off:

• The caller asks for something outside the configured workflow.
• The caller is upset, urgent, or the situation is sensitive.
• The agent is not confident it understood correctly.
• The caller explicitly asks for a human.

A workflow with no handoff condition at all is a workflow that cannot recover from a conversation going somewhere it was not built for.

What gets captured

Depending on how the workflow is configured, an inbound call can produce: a recording, a transcript, structured fields captured during the conversation, and a call outcome. Those are what your team, and any connected system, act on afterwards — see Webhooks & Callbacks.

Next

• Telephony Overview
• Outbound Calling
• Browser Test