How an inbound call reaches a Finn
A number answers with a Finn when that Finn has a live inbound deployment on it. Creating the deployment connects the number to the Finn at the carrier. Stopping it disconnects them.
| Rule | Value |
|---|---|
| Finns per number | One at a time. A number with a live inbound deployment can't be deployed to another Finn. |
| Live inbound deployments per Finn | One. To answer on a second number, use a second Finn. |
| Audience | Not needed. |
A number with no live inbound deployment isn't connected to any Finn.
There is no per-number "default Finn" setting, no business-hours rule, and no routing on the caller's number. Routing is one number to one Finn.
Create an inbound deployment
In the dashboard:
- Open Deploy on the Finn.
- Set the call type to Inbound.
- Pick the phone number. Numbers already answering for a Finn, and isolated numbers, can't be picked.
- Deploy.
The Finn's status changes to live. Call the number to check that the Finn answers.
Through the API, use POST /deployments/inbound with the Finn and the number. See api-deployments.
You need a number first. See phone-numbers.
Stop answering
Stop the inbound deployment from its page in the dashboard and confirm Stop deployment, or call POST /deployments/inbound/{finn_id}/stop. Stopping:
- frees the number,
- sets the Finn back to draft,
- ends the deployment. It can't be restarted; create a new one.
Routing callers to different places
One number reaches one Finn. To send callers different ways, use these:
| Need | How |
|---|---|
| Separate lines for sales and support | Rent two numbers and deploy a different Finn on each. |
| Hand some callers to a person | Attach Call Transfer to the Conversation step where escalation should happen. See tools-transfer. |
| Handle different requests in one Finn | Build a workflow whose Conversation steps branch on what the caller says. See workflow-editor. |
| Answer from your own data | Attach an API request tool so the Finn can look things up during the call. See tools-custom. |
A transfer is cold and has no fallback if the person doesn't answer. Make sure the destination is staffed whenever the Finn can transfer to it.
What will go wrong
The number rings but no Finn answers. The number has no live inbound deployment, or the deployment was stopped. Check the number's Allocated to column in Settings → Phone numbers.
Deploying fails because the number is in use. Another Finn has a live inbound deployment on it. Stop that deployment first.
The Finn can't answer the question. It will circle or guess. Before real callers reach it, check that the knowledge base covers the questions callers ask most, and give the Finn a path to a person.
Callers want a person straight away. Don't make them answer several questions before the Finn offers a transfer.
You need to know when calls happen. Every inbound call produces a call.completed webhook, the same as outbound. See webhooks and call-logs.
Next
- quickstart-inbound for a number answering calls end to end
- phone-numbers for renting numbers
- byo-numbers for numbers on your own carrier account