How do I route inbound calls in Hustle?

When a contact calls the number messaging them, admins can determine how the call gets routed using the Inbound calls setting for groups, inboxes, and organization.

By default, if a contact calls the phone number that they were texted from, they’ll be routed to the last agent who messaged them.

However, admins can set up groups, inboxes, and organizations to route phone calls from contacts to specific numbers.

 

Note: By default, groups have their routing set to follow the organization level setting. If both the organization and group are configured to route calls, calls will follow the settings configured in the group.

When agents make or receive calls, the contact's and agent's personal number won’t be visible and is protected at all times. 

Skip to:

• How do I route inbound calls in an organization?
• How do I route inbound calls in a group?
• How do I route inbound calls in an inbox?

Note: When agents make or receive calls, the contact's and agent's personal number won’t be visible and is protected at all times. 

How do I route inbound calls in an organization?

To route inbound calls in an organization:

1. From the admin panel, click Settings on the left side.
2. Scroll down, and under Inbound calls check:
   • Connect to the agent who last texted them:
     • The last agent who messaged the contact will receive a call from Hustle. The agent will be prompted to accept the call or decline it. When accepted, the call will be connected. The agent’s voicemail will not be available to contacts.
   • Connect them to this phone number:
     • The inbound calling number that is set will receive incoming calls. There will be no prompt to accept the call. When answered, the call will be immediately connected. If a voicemail is setup, the call will be connected to the inbound calling numbers voicemail.

How do I route inbound calls in a group?

Note: In Groups, Hustle only routes inbound calls from contacts who have already been texted from that group. If someone calls the group number and there's no prior conversation with them from that group, the call will not come through.

To route inbound calls in a group:

1. From the admin panel, click Groups on the left side.
2. Click the name of the group where you want to route calls.
3. Click the Group Settings tab > Basic Info
4. Under Inbound calls check:
   • Connect to the agent who last texted them:
     • The last agent who messaged the contact will receive a call from Hustle. The agent will be prompted to accept the call or decline it. When accepted, the call will be connected. The agent’s voicemail will not be available to contacts.
   • Connect them to this phone number:
     • The inbound calling number that is set will receive incoming calls. There will be no prompt to accept the call. When answered, the call will be immediately connected. If a voicemail is setup, the call will be connected to the inbound calling numbers voicemail.

How do I route inbound calls in an inbox?

Note: By default, inbound calls to an inbox number are rejected.

To route inbound calls in a inbox:

1. From the admin panel, click Settings on the left side.
2. Click on the Inbox tab.
3. Click the '...' next to the Inbox name where you want to route calls.
4. Click Edit.
5. Under Inbound calls check:
   • Reject inbound phone calls:
     • Any inbound phone calls will be automatically rejected.
   • Forward to this phone number:
     • The inbound calling number that is set will receive incoming calls. There will be no prompt to accept the call. When answered, the call will be immediately connected. If a voicemail is setup, the call will be connected to the inbound calling numbers voicemail.