Inbound Routing

Handling incoming calls, configuring IVR language selection, and defining event webhooks.

Inbound Routes define the logic for calls made by customers to your business phone numbers. They act as the dispatcher, deciding which Agent should pick up, what language should be spoken, and what data should be synced to your CRM.

The Inbound Flow

Creating a Route

Navigate to Business Dashboard -> Inbound Routing -> Add Route.

Language & IVR

Iqra AI features a built-in Programmatic IVR for language selection.

Single Language: If you only select one language (e.g., English), the agent picks up immediately.
Multi-Language: If you select multiple (e.g., English & Arabic), the system automatically plays a pre-recorded message: "Press 1 for English. Press 2 for Arabic."

Link Numbers

Select which of your connected Phone Numbers will use this route.

Prerequisite: Phone Numbers

Before creating a Inbound Route, you must have a phone number available in your workspace.

Manage your numbers in Phone Numbers Tab.

Agent Assignment

Select the Agent and the Opening Script.

Context: Enable "Inject Caller Number" if you want the LLM to know the phone number of the person calling.

Configuration

Fine-tune the call behavior (Pickup Delay, Max Duration, Silence Detection).

Post-Analysis

Before the call ends, you can configure how the system analyzes the conversation. This data is available in the Call Ended webhook.

Navigate to the Post Analysis tab in your Route settings.
Select a Template defined in the Post Analysis Module.
Context Variables: The LLM will receive the following data to generate the summary/tags:

Variable	Type	Description
`call_queue_id`	String	Unique ID for this specific call attempt.
`call_queue_created_at`	Datetime	When the call entered the platform.
`call_queue_enqueued_at`	Datetime	When the call was placed in the processing queue.
`call_queue_processing_started_at`	Datetime	When the system started handling the logic.
`call_queue_completed_at`	Datetime	When the queue item finished (if applicable).
`call_queue_status`	String	Current status (e.g., `ringing`).
`call_queue_route_id`	String	The ID of this Inbound Route.
`call_queue_calling_number_id`	String	The database ID of the business number being dialed.
`call_queue_calling_number_provider`	String	The carrier (e.g., `Twilio`, `Telnyx`).
`call_queue_provider_call_id`	String	The Carrier's unique Call SID (Use for debugging with Twilio support).
`call_queue_caller_number`	String	The phone number of the person calling.
`conversation_id`	String	Unique UUID for the conversation.
`conversation_start_time`	Datetime	When the conversation began.
`conversation_end_time`	Datetime	When the conversation finished.
`conversation_end_type`	String	Reason for termination (e.g., `completed`, `failed`).
`conversation_turns`	Object	Raw JSON array of speaker turns.
`conversation_turns_simplified`	String	Readable transcript of the chat.

Actions (Webhooks)

Actions allow you to trigger Custom Tools when specific call events occur.

Configuration

Create a Custom Tool first (e.g., "Update CRM").
Select that tool in the Action dropdown.
Map the Available Variables (below) to the Tool's Input Schema.

1. Ringing Action

Triggered when the phone network indicates the call is ringing (before pickup).

Variable	Type	Description
`call_queue_id`	String	Unique ID for this specific call attempt.
`call_queue_created_at`	Datetime	When the call entered the platform.
`call_queue_enqueued_at`	Datetime	When the call was placed in the processing queue.
`call_queue_processing_started_at`	Datetime	When the system started handling the logic.
`call_queue_completed_at`	Datetime	When the queue item finished (if applicable).
`call_queue_status`	String	Current status (e.g., `ringing`).
`call_queue_route_id`	String	The ID of this Inbound Route.
`call_queue_calling_number_id`	String	The database ID of the business number being dialed.
`call_queue_calling_number_provider`	String	The carrier (e.g., `Twilio`, `Telnyx`).
`call_queue_provider_call_id`	String	The Carrier's unique Call SID (Use for debugging with Twilio support).
`call_queue_caller_number`	String	The phone number of the person calling.

2. Call Picked Action

Triggered the moment the Agent connects to the call.

Variable	Type	Description
`call_queue_id`	String	Unique ID for the call attempt.
`call_queue_created_at`	Datetime	When the call started ringing.
`call_queue_enqueued_at`	Datetime	When queued.
`call_queue_processing_started_at`	Datetime	When processing began.
`call_queue_status`	String	Status (e.g., `processing`).
`call_queue_campaign_id`	String	The Route ID.
`call_queue_calling_number_id`	String	Business number ID.
`call_queue_calling_number_provider`	String	Carrier Name.
`call_queue_provider_call_id`	String	Carrier Call SID.
`call_queue_caller_number`	String	Customer phone number.
`conversation_id`	String	Unique UUID for the active conversation session.

3. Call Ended Action

Triggered when the call disconnects. This contains the richest data payload.

Variable	Type	Description
`call_queue_id`	String	Unique ID for the call attempt.
`call_queue_created_at`	Datetime	When the call started ringing.
`call_queue_enqueued_at`	Datetime	When queued.
`call_queue_processing_started_at`	Datetime	When processing began.
`call_queue_completed_at`	Datetime	When the call fully finalized.
`call_queue_status`	String	Final status (e.g., `completed`).
`call_queue_campaign_id`	String	The Route ID.
`call_queue_calling_number_id`	String	Business number ID.
`call_queue_calling_number_provider`	String	Carrier Name.
`call_queue_provider_call_id`	String	Carrier Call SID.
`call_queue_caller_number`	String	Customer phone number.
`conversation_id`	String	Unique UUID for the conversation.
`conversation_start_time`	Datetime	Exact start time of audio.
`conversation_end_time`	Datetime	Exact end time of audio.
`conversation_end_type`	String	`agent_hangup`, `user_hangup`, `timeout`, or `error`.
`conversation_turns`	Object	Full structured JSON array of every turn.
`conversation_turns_simplified`	String	Human-readable transcript string.

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