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Use case

# Inbound call answering that follows your rules

Configure Alex to greet callers, understand the reason for the call, collect useful details, and follow your routing rules.

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## Definition

AI inbound call answering uses a voice agent to handle the first part of an incoming call according to a defined pathway. The workflow determines what the agent asks, what it records, and when it routes the caller onward.

## What it can do

- Use a business-specific greeting.
- Collect caller details and call reasons.
- Route or escalate based on configured conditions.

## How the workflow works

- 1 Map the common inbound call reasons.
- 2 Define the questions and routing decisions for each reason.
- 3 Review completed calls and update the pathway when operations change.

## Operational outcomes

- Consistent intake for common call types.
- Caller context captured before a handoff.
- Routing behavior that reflects documented business rules.

## Common questions

What can an inbound call workflow collect? It can collect details defined by the pathway, such as the caller's reason for contacting the business and information needed for the next step.

Can different call reasons follow different paths? Yes. A pathway can branch on configured decisions and route the conversation accordingly.

When should a person take over? The business should define escalation conditions for requests, risks, or decisions that require human handling.

## Related resources

- [AI voice agent](/ai-voice-agent)
- [Appointment scheduling](/use-cases/appointment-scheduling)
- [Customer support](/use-cases/customer-support)

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