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Goliath Data

Inbound setup

Inbound setup determines what happens when an inbound call or text creates a brand-new contact. It does not change an existing contact’s owner or re-route an already-created contact.

Open the organization menu → Phone → Routing and use the Inbound card to edit the organization default.

Inbound settings in the Phone Routing panel.

The current Inbound Setup dialog, where agents, contributors, teams, tags, AI employees, and workflows can be configured for new inbound contacts.

What the organization default controls

Section titled “What the organization default controls”

The New contacts setting can set an owner pool, collaborators, teams, tags, AI employees, and workflows for new contacts. The configured owners and AI employees are displayed in their saved order; when more than one is configured, that order is used for the rotation.

If there is no organization default, a new contact goes to the receiving number’s owner.

Set the organization default

Section titled “Set the organization default”
  1. Open the organization menu → Phone → Routing.
  2. Under Inbound, find New contacts and select Set or Edit.
  3. Choose the people and other setup you want applied to a new inbound contact.
  4. Save your changes.

The default applies to phone lines that do not have their own inbound override, including lines added later.

Override one phone line

Section titled “Override one phone line”

Use a line override only when a particular number needs different contact ownership or follow-up.

  1. Open the organization menu → Organization → People and open the owner’s phone management sheet.
  2. Select the number to expand it, then find New inbound leads.
  3. Select Customize (or Edit when the line already has its own setup) and save the configuration for that line.
  4. To return the line to the organization rule later, select Reset.

An override takes precedence over the organization default. Resetting it removes the line-specific policy, so future changes to the default apply to that line again.

Section titled “Related inbound settings”

The adjacent settings are deliberately separate:

  • Call routing controls who rings when someone calls and which AI employee picks up a missed call. It is call handling, not contact assignment, and it is on the Automations Map, under Phone calls; see Call routing.
  • Head start on shared lines controls how long a teammate who shares a number with an AI employee has to reply to a brand-new texter before the AI employee steps in.
  • Outbound settings control the line used for text replies and outbound calls; see Phone routing.

Any member can change call routing on the Automations Map. If an edit action on this page is unavailable to you, ask an organization administrator.