Inbound calls

Inbound means your customers call you, and your agent answers. This is the classic “AI receptionist” use case — your agent picks up every call, 24/7, and never leaves a caller waiting.

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Setting up inbound answering

It’s automatic once a number is assigned:

1. Get a phone number.
2. Assign it to an agent configured for inbound (or both) call direction.
3. That’s it — every call to the number is now answered by your agent.

There’s no separate “turn on answering” step. Assigning the number sets up the routing for you.

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What happens on an inbound call

1. A customer dials your number.
2. Your agent answers and greets them (per your instructions).
3. The agent listens, answers questions (using its knowledge base), and takes actions with tools — like booking an appointment or transferring to a human.
4. The call ends, and HeyMello saves the recording, transcript, and summary.

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Tips for inbound agents

• Nail the greeting. The first line sets the tone — keep it warm and identify the business.
• Plan for “I need a human.” Configure a call transfer destination for anything the agent can’t handle.
• Cover your top questions. Add your FAQs and policies to the knowledge base.
• Set expectations. Tell the agent what it can and can’t do so it doesn’t over-promise.

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Next: Outbound calls →