Test incoming calls

Connect a purchased or imported number to an assistant, then call it from a separate phone to verify the route and conversation.

Before you begin

Have a completed number purchase or SIP connection, an assistant configured for voice, and permission to manage the number. For imported numbers, the carrier must also route incoming calls to the origination URI shown in the Assistable connection receipt.

Route the number

Open Numbers in the account that owns the number.
Open the number’s settings.
Check whether incoming forwarding is enabled. Forwarded calls go to the forwarding destination instead of the AI assistant.
If the assistant should answer, disable incoming forwarding.
Select the intended Assistant.
Select Save changes.

If you see Settings saved; carrier routing publication is unconfirmed, retry Save changes before relying on the route.

Number settings reference

Setting	Options and behavior
Name	Your label for the number.
Assistant	Choose an available assistant or leave it unassigned. With forwarding enabled, the picker is labeled Outbound assistant because incoming calls bypass AI.
Forward inbound calls	On or off in connected accounts; this control is not offered for Direct accounts. When on, supply Forward to and test the destination.
Outbound caller ID	The outgoing caller identity configured for the number. Verify it on a separate receiving phone.
SIP trunk URI	Shown for imported numbers. Use the value supplied by your carrier’s connection configuration.
Answer delay	Whole seconds from 0–300; blank or invalid input resolves to 3 seconds. Disabled while incoming forwarding is enabled.
HD calling	On or off; defaults to on when no saved value exists.
Caller ID name	Optional on eligible platform-purchased numbers; not available for imported numbers. The editor displays any applicable monthly charge.
Name to display	Required when Caller ID name is enabled: 1–15 letters, digits, or spaces. Leading/trailing space is removed and repeated whitespace is collapsed.

Saved number settings and carrier publication are separate results. If the editor reports that caller ID name publication is unconfirmed, correct or retry that section and verify the receiving phone’s result. For incoming routing publication warnings, retry Save changes and repeat the call test.

Verify an incoming conversation

Dial the number from a separate phone.
Confirm that the intended assistant answers with the expected greeting.
Ask one question that the assistant should answer from its instructions or knowledge.
Test a configured task, such as checking calendar availability, if that task is part of the assistant’s job.
End the call.
Open the call record and confirm the dialed number, assistant, time, and outcome.

If you configured an external result workflow, also verify its destination: a saved CRM note, received webhook, or created task. Post-call webhooks and GHL call tags depend on their own settings and available call data.

Understand routing

Incoming phone calls use the number’s assistant assignment. A separate incoming-assistant association takes precedence when present. Incoming forwarding takes precedence over AI handling. Contact active tags are used for messaging routes and are not a prerequisite for this number-based incoming call route.

Troubleshooting

Symptom	Check
A person or another destination answers	The number’s incoming forwarding setting and the carrier’s inbound destination.
No assistant answers	Number setup status, saved assistant assignment, and whether carrier routing publication succeeded.
The wrong assistant answers	The number’s incoming association; assigning a new primary number does not remove every older incoming association.
The assistant answers but cannot book or perform another action	Its tools and calendar configuration. Repeat the task and inspect its result separately from the phone connection.
The call works but no CRM note or webhook arrives	Call result settings, contact association, and the receiving service.

See Voice settings for the current voice configuration reference.

Start here

Build assistants

Connect channels

Manage & troubleshoot

Before you begin

Route the number

Number settings reference

Verify an incoming conversation

Understand routing

Troubleshooting

​Before you begin

​Route the number

​Number settings reference

​Verify an incoming conversation

​Understand routing

​Troubleshooting

Before you begin

Route the number

Number settings reference

Verify an incoming conversation

Understand routing

Troubleshooting