Most people set up Veytrix to make calls and never notice it can take them. Assign a number to an agent and anyone dialling it reaches that agent — same voice, same knowledge base, same transcripts and ratings afterwards.
Setting it up
Open the agent, go to the Inbound tab, and assign one of your numbers. You can do it from the other side too: on My Numbers, edit the number and pick the agent. Both write the same setting.
One rule matters: an inbound number rings exactly one agent. A number already claimed by another agent will not appear in the list, so free it there first. If you need two different inbound experiences, you need two numbers.
What actually changes
Outbound, you know who you called. Inbound, you know nothing until they speak. That difference should change the prompt.
- The welcome message carries more weight. Outbound it is an introduction; inbound it is also a menu. "You have reached Acme recruitment. Are you calling about an application?" tells the caller they are in the right place and steers the first turn.
- You cannot personalise. No name, no role, no variables — there is no row in a list behind the call. Prompts written for outbound often reference details the agent will not have.
- Expect out-of-scope questions. Outbound callers answer; inbound callers ask. This is where a knowledge base stops being optional.
- Have an exit. Decide what happens when the agent cannot help. "I will have someone call you back today" with the number captured is a good outcome. Looping is not.
Where it earns its keep
The obvious use is out-of-hours. A candidate who missed your call at 6 PM tries back at 9 PM; instead of ringing out, the agent answers, confirms who they are, and books the callback. That call would otherwise have been lost.
The second is overflow. When your team is at capacity, an agent answering with "we are busy, may I take your details and have someone call you back?" beats a busy tone, and produces a transcript your team can act on.
The test worth running
Dial your own number and be an awkward caller. Ask something the agent should not know. Stay silent for ten seconds. Ask for a human. All three happen daily on real inbound lines, and all three are prompt problems you would rather find yourself.