📞 Receiving Incoming Calls with AI

Set up your AI agent to answer calls on your dedicated phone number

Home â€ē Incoming Calls

📋 On This Page

đŸŽ¯ What You'll Achieve

By the end of this guide, you'll have:

  • ✓ A phone number that rings your AI agent
  • ✓ Professional call handling 24/7
  • ✓ Automatic call recording & transcription
  • ✓ Optional transfer to a human when needed

📱 Step 1: Get a Phone Number

Your callers need a number to call! Here's how to get one:

1

Go to Phone Numbers

From your dashboard sidebar, click on Phone Numbers.

2

Click "Buy Number"

Click the Buy New Number button in the top right.

3

Select Your Preferences

Choose your Country and Area Code. Local numbers look more professional!

4

Purchase

Pick a number you like and click Purchase.

💡 Tip

Choose a number that's easy to remember or matches your business name!

🤖 Step 2: Create an Incoming Agent

Your AI agent is who answers the phone. Let's create one!

1

Go to Agents

From your sidebar, click on Agents.

2

Click "Create Agent"

Hit the Create Agent button.

3

Choose Type: INCOMING

⚠ī¸ IMPORTANT: Select Incoming as the agent type!

⚠ī¸ Critical

You MUST select "Incoming" as the agent type. This is the most common mistake!

Configure Your Agent

Setting What to Enter Example
Name Internal name for your reference Sarah - Customer Support
Voice How your agent sounds Choose from voice library
Language Primary language English, Spanish, French...
First Message What agent says when answering See example below
System Prompt Agent's personality & knowledge See example below

Example First Message

Hello! Thank you for calling Acme Corp. This is Sarah, how can I help you today?

Example System Prompt

You are Sarah, a friendly and professional customer service representative 
for Acme Corp.

Your role:
- Answer questions about our products and services
- Help schedule appointments or callbacks
- Collect contact information when appropriate
- Transfer to a human agent for complex issues

Our business hours are Monday-Friday, 9 AM to 5 PM.

Always be polite, helpful, and professional. If you don't know something, 
offer to have someone call them back.

Optional: Set Up Call Transfer

Want the AI to transfer calls to a human when needed?

  1. Enable Call Transfer
  2. Enter the phone number to transfer to (e.g., +14155551234)
  3. The AI will intelligently transfer when the caller requests it
✓

Save & Sync

Click Save and then Sync to Platform. Wait for the "Synced" confirmation.

🔗 Step 3: Create the Connection

Now let's connect your phone number to your AI agent!

1

Go to Incoming Connections

From your sidebar, click Incoming Connections.

2

Click "New Connection"

Hit the New Connection button.

3

Select Your Agent

Choose the Incoming Agent you created from the dropdown.

4

Select Your Phone Number

Choose the phone number you purchased.

ℹī¸ Note

If a phone number shows "In Use", it's currently being used for an outbound campaign. You'll need to wait for that campaign to finish or use a different number.

5

Create Connection

Click Create Connection. The system will automatically configure everything!

✅ Step 4: Test Your Setup

Let's make sure everything works!

Make a Test Call

  1. Grab your mobile phone
  2. Call your Novitrac phone number
  3. Your AI agent should answer!
  4. Have a conversation to test responses

Test Checklist

  • □ Agent answers with the correct first message
  • □ Agent responds naturally to questions
  • □ Agent knows your business information
  • □ Call transfer works (if configured)
  • □ Call ends gracefully
💡 Pro Tip

After testing, go to Calls in your dashboard to see the recording and transcript!

⚙ī¸ Managing Your Connection

Viewing Call History

Go to Calls in your sidebar to see:

  • All incoming calls received
  • Call duration
  • Full conversation transcripts
  • AI-generated summaries

Changing the Agent

To use a different agent:

  1. Delete the current connection
  2. Create a new connection with the new agent

Removing a Connection

  1. Go to Incoming Connections
  2. Find your connection
  3. Click the Delete (trash) icon
  4. Confirm deletion

Your phone number will become available for other uses.

🔧 Troubleshooting

"No agents available"

Cause: No agents with type "Incoming" exist.

Fix: Go to Agents → Create Agent → Select Type: Incoming

"No phone numbers available"

Causes:

  • No numbers purchased → Buy a number
  • All numbers in campaigns → Wait for campaigns to finish
  • Numbers show "In Use" → They're being used for outbound

Agent not answering calls

Checklist:

  • Is the connection active? Check Incoming Connections
  • Is the agent synced? Go to Agents and verify "Synced" status
  • Is the phone number synced? Check Phone Numbers
  • Are you calling the correct number?

Agent says wrong greeting

Fix:

  1. Go to Agents
  2. Edit your agent
  3. Update the First Message
  4. Save and Sync again

🎉 You're All Set!

Your AI is now ready to answer calls 24/7!

💡 Pro Tips for Success
  • Write detailed system prompts with your FAQs and business info
  • Test your number periodically to ensure it works
  • Review call transcripts to improve your agent
  • Always have a human backup for complex issues

📤 Learn About Outbound Campaigns →