Inbound Calls

Last updated: October 7, 2026

Outcraft answers inbound calls with an AI agent. This article explains which campaigns accept inbound calls, how to attach a number, how Outcraft answers a call, and which limits can refuse a call. For callers that qualified before, see Returning callers and qualification memory.

Which campaigns accept inbound calls

Three campaign types accept inbound calls: Provide Support, Qualify Inbound Lead, and Inbound Refund Request.

Attach a phone number to a campaign

An inbound number belongs to one campaign. Add the number from the campaign setup.

  1. Open the campaign and go to Outreach Channels.

  2. Turn on Voice & Calls.

  3. Click Add Phone Number.

  4. Select the country and complete the form.

Outcraft shows the button only when the campaign has no number. To see all inbound numbers, go to Phone Numbers and find the Inbound section.

Warning: Outcraft does not let you remove the only number of a campaign. Outcraft releases an inbound number that has no calls for 60 days.

How Outcraft answers a call

Outcraft finds the campaign from the number that the caller dials. Outcraft then looks for a lead with the phone number of the caller. If no lead exists, Outcraft creates a lead from the call. If the phone number is not valid, Outcraft refuses the call.

Outcraft selects the AI agent whose language matches the country of the caller, or the default agent. The agent speaks first and uses its Call Greeting Phrase.

The maximum call length is 20 minutes for Provide Support and 10 minutes for the other types. Outcraft adds each new campaign run to your usage count. A call during a run in progress adds no campaign run. Outcraft answers inbound calls at any time. The Schedule settings do not stop an inbound call.

Limits that can refuse a call

When all call lines are busy, the caller hears: "Thank you for your call. All our representatives are currently busy. Please try again in a few minutes."

Outcraft also limits repeat callers. Outcraft identifies a caller by phone number. When the caller has 5 completed runs in the campaign that owns the number, Outcraft refuses the next call. The period is the last 24 hours for Qualify Inbound Lead and the last 30 days for Provide Support.

Many calls in one run count as one run. Test leads are exempt. You cannot change the limit.

Inbound Refund Request uses other rules. Outcraft refuses a caller that had a campaign run in the last 30 days. Outcraft also refuses a caller with more than 4 inbound interactions. A caller of an outbound campaign number has a limit of 10 calls in 24 hours.

Warning: Outcraft sends a refusal message to the call system. This article does not confirm that the caller hears the message.

Stop an inbound campaign

Select Pause Campaign in the campaign list. Outcraft then refuses new inbound calls. This option shows only for campaigns with a connected trigger. If you do not see it, contact support.