Numbers · call handling · automation
Every inbound call, yours to shape.
Bring virtual numbers and your existing carriers into one place. Route every call, keep people informed and give them a dependable way through. Add automation, live data or AI only where it makes the experience better.
Use numbers from supported markets or connect the carriers and numbers you already have.
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Receiving calls
CallPlatform adapts
The right team answers
The inbound foundation
Everything a good phone service should already do.
Automation is an advantage, not an entry requirement. Start with the numbers and everyday call handling your operation needs, then make individual journeys smarter over time.
Be local wherever your customers call.
Use virtual numbers across supported countries, allocate them to the right accounts and services, or connect existing carrier trunks and number ranges.
Virtual DIDsNumber managementBring your carrier
Send each call where it belongs.
Route by opening hours, caller, number, availability or the choices made during the call.
Make waiting feel considered.
Use ring strategies, comfort messages, wait limits, breakout choices, overflow and callbacks.
Offer a clear way through.
Build keypad or spoken choices, play announcements and keep a route back to a person.
Never lose the reason they called.
Capture voicemail, send it to the right people and continue with a dependable next step.
Bring the right people together.
Use forwarding, hunt groups, conferences, whisper, pre-connection audio and controlled transfers.
See the complete call.
Record when appropriate, follow the journey and report on demand, handling and outcomes.
Automation comes on top
When the journey is ready, let it do more.
Add spoken choices, live generated answers, connected business actions or a full AI conversation to the exact calls where they remove effort.
Give callers a live answer
Speak information that changes, such as a balance, booking time or delivery update, in a natural voice during the call.
- Dynamic voice: turn current information into a clear response.
- Personal: use the details gathered safely during the journey.
- Dependable: retain a recorded or human fallback when needed.
Let people speak or use the keypad
Replace a rigid menu with a focused question while keeping every possible route understandable and controlled.
- Flexible: accept a short spoken answer, a keypad choice or either.
- Clear: confirm sensitive choices before the journey continues.
- Forgiving: retry naturally or move to another route without a dead end.
Natural for the caller. Controlled for the operator.
Give people more than one way to succeed.
A speech journey should feel easier than the keypad tree it replaces, without removing the clarity operators rely on.
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01
Speech or keypad
Match optional keypad numbers to the same choices as spoken phrases.
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Natural interruption
Let callers start speaking during the prompt, or ask them to wait when clarity matters.
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03
Guided retries
Play a short reminder, repeat the full question, or use both across one to three attempts.
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04
Confirmation when it matters
Ask for a simple Yes or No only before sensitive choices continue.
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Clear fallback routes
Choose what happens when there is silence, no clear match, a timeout or a service problem.
Tell me what you need, or use your keypad. You can say “balance” or press 1.
“I’d like to hear my balance.”
Your current balance is £42.80. Would you like me to send that by text?
Easy for the callerVoice or keypad
Clear for the businessKnown route
Ready when neededHuman fallback
“Check my booking” follows the configured booking-status intent.
Use route-safe inputs with a pinned connector action revision.
Expose only the values and named provider outcomes the flow expects.
Use the reachable output variables in a personalised caller response.
Connector Studio · built into inbound
Turn a call into a completed task.
Let an inbound journey check the systems your team already uses, then answer the caller or complete an approved action without sending them elsewhere.
- Check a booking, delivery, calendar, customer record or case while the caller is still on the line.
- Create or update an approved record when the journey has gathered the right information.
- Send a confirmation or alert by text, email or another connected service.
- Keep unavailable systems and unexpected results on a safe route back to your team.
Build with evidence
Know what will happen before and after you publish.
Flow Builder is not just a drawing surface. Simulation, immutable publish history and Call Journey reporting make the authored graph operationally useful.
Author the complete route
Flow validation checks connections, speech settings, route-safe variables and required success or failure ports before live publication.
Simulate without side effects
Walk a draft or saved service with example caller choices and connector results. Simulation does not place a call, invoke a provider or run the live business action.
Publish as a deliberate revision
A successful semantic change creates an immutable full-state service version. Compare changes, load an older revision as a draft and publish a restore without erasing the intervening history.
Follow the real Call Journey
Live Statistics and cradle-to-grave reporting show speech generation, listening, selected intent, interruption timing and safe failure outcomes without exposing the recognised transcript in routine journey telemetry.
A platform, not a speech bolt-on
Choose the smallest tool that solves the call.
Use deterministic speech when the job is narrow, an AI agent when the conversation is open-ended, and a fixed IVR when a recording and keypad are enough.
| Capability | Speech-enabled Flow Builder | AI Agent Studio | Fixed recorded IVR |
|---|---|---|---|
| Best interaction | Short phrase or keypad choice with a known route | Open-ended, multi-turn conversation | Fixed menu and announcement |
| Routing model | Repeatable intent match to explicit ports | Authored agent logic using conversation context | Digit-to-destination mapping |
| Dynamic spoken data | Speak Text with call, speech and Connector variables | Agent response informed by knowledge and actions | Requires separately generated or recorded prompts |
| Failure design | Named no-input, no-match, exhausted, timeout and error paths | Authored escalation and action or transfer failure paths | Timeout and invalid-key routes |
| Change control | Flow simulation, validation, compare and immutable versions | Agent test, workspace analytics and controlled deployment | Core service configuration and history |
A single CallPlatform service can combine these patterns and hand off into normal destinations, queues, voicemail, linked services or people where the journey requires it.
High-value inbound journeys
Start where the answer exists but the caller still has to ask.
Structured inbound automation works best when the question is frequent, the data is available and the exception route is clear.
“Where is my driver?”
Recognise the booking request, retrieve the current status and speak the approved ETA or next step.
“I need billing.”
Replace a long menu with a focused spoken choice while retaining keypad options and explicit team routes.
“When is my visit?”
Use caller and captured context to retrieve a record, then read back only the route-approved result.
“Cancel my booking.”
Confirm the selected intent before invoking a controlled action, and route exceptions to a person.
Personalise the answer
Use Speak Text for reference numbers, current dates, names and provider results that cannot live in one recording.
Design the human route
Send low-confidence, no-match or provider-failure cases to the right queue, service, voicemail or destination.
Inbound automation FAQ
Clear boundaries make better call flows.
What is Speak Text?
Speak Text is a Flow Builder node that generates and plays a message during a live call. It can include route-safe call data, an earlier Speech Input result and approved values returned by Connector Studio. Every published node has Continue, Timeout and Error routes.
What can Speech Input recognise?
The current release is designed for short English responses mapped to configured intents. Authors provide natural example phrases and may assign a keypad key to each intent. It is not intended for unrestricted dictation or open-ended conversation.
How do retries, confirmation and barge-in work?
A node can allow one to three attempts, use a short retry prompt, repeat the full prompt, or do both. Confirmation applies only to choices marked as sensitive. Prompt interruption is enabled by default so callers can begin speaking while the prompt plays, and can be disabled per node.
Is Speech Input the same as an AI voice agent?
No. Speech Input matches a short committed response to configured intent phrases and follows an explicit route; routing is not delegated to an LLM. Agent Studio is the better fit for an open-ended, multi-turn conversation.
Can a flow use live data from another system?
Yes. A Connector Studio action can receive approved inputs, return reviewed outputs and follow named provider outcomes. A later Speak Text node can use outputs that are guaranteed to exist on that route.
What happens when speech or a provider fails?
Failure is part of the graph. Speak Text uses explicit Timeout and Error routes and can have fallback audio. Speech Input provides routes for no input, no match or exhausted attempts where applicable, plus provider Timeout and Error. Those paths can continue, transfer, use a recording or reach another CallPlatform service.
Bring us the calls you want to improve
We’ll shape the complete inbound experience.
Start with the numbers, teams and everyday call handling you need. Then decide where queues, callbacks, speech, live data or AI can make the journey noticeably better.