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AI inbound calling Test AI inbound phone responses Diagnose AI inbound phone problems

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AI inbound calling

From inbound settings to call review. Shared actions with feature-specific inputs and evidence.

ExplanationVerified Oct 12, 2026Owner Laney Product

Task sequences

Diagnose AI inbound phone problems
Test AI inbound phone responses

Deliverable

AI inbound calling

AI answers incoming calls to a connected phone number using Entity content, prompt templates and permitted tools.

Acceptance: Call the connected number to test reception, voice responses, languages and operating-hour settings. Verify tool results, conversation records and any staff callback requests.
Boundary: Handles voice calls initiated by the customer. AI outbound calling initiates calls; AI inbound messaging handles text conversations. Recording a staff callback request does not place a call.

Compare shared actions across features in the sequence catalog.

Products and options

AI inbound calling: Included in the base product

Applicable preparation

Complete only the conditions that apply to your channels and tasks.

Inbound phone number activation

Requirement

Inbound phone number activation

Prepare the receiving number and its organization and account routing.

Applies when: Receiving customer calls through AI inbound calling.
Prepare: Prepare the receiving number and its organization and account routing.
Completion check: Place a test call and confirm the intended organization answers. Outbound capability does not prove inbound activation.

Prepare an inbound phone number

Entity content review

Requirement

Entity content review

Prepare reviewed facts, localized content and a reviewer for each Entity.

Applies when: Website pages or AI responses use Entity facts and descriptions.
Prepare: Prepare reviewed facts, localized content and a reviewer for each Entity.
Completion check: Confirm the reviewed content and date for each Entity. AI instructions require a separate prompt review.

Edit Entity content and translations

Prompt template review

Requirement

Prompt template review

Define the prompt or dashboard template, account scope and expected test responses.

Applies when: Applying or changing AI response instructions.
Prepare: Define the prompt or dashboard template, account scope and expected test responses.
Completion check: Test normal, unknown and staff-contact requests. A prompt does not grant data permissions.

Review AI after Entity or prompt changes

Staff handoff operating rules

Requirement

Staff handoff operating rules

Define the responsible staff, response hours and handoff conditions.

Applies when: Staff take over a conversation or perform follow-up contact.
Prepare: Define the responsible staff, response hours and handoff conditions.
Completion check: Verify the request reaches the responsible staff. A callback request is not a completed staff call.

Take over a conversation and return it to AI

Organization data access permissions

Requirement

Organization data access permissions

Define the actor, organization scope, resources and permitted operations.

Applies when: Staff or automation read or change organization data.
Prepare: Define the actor, organization scope, resources and permitted operations.
Completion check: Verify both allowed and denied operations. Prompts and active catalog items do not grant access.

Set organization and data permissions

Resolve mismatched Toss payment results

Collect the store, customer, time, amount, terminal transaction identifier, and Laney purchase ID.

Test AI inbound phone responses

Check the activated number, organization, Entities, and prompt template.

On this page

Task sequences Products and options Applicable preparation Inbound phone number activation Entity content review Prompt template review Staff handoff operating rules Organization data access permissions