Incoming Call Routing

When a lead calls one of your numbers, AI Sync decides who answers (a rep or your AI agent) and where it rings (in the dialer or on the rep’s phone). Both are set in the dialer’s settings panel, under Inbound calls and Calls back to you.

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Who answers: Team or AI

Each of your numbers is set to Team or AI. Open Inbound calls in the dialer to see every number and change it.

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Send inbound calls to an AI agent

1. In the web app, open AI → Numbers and attach your inbound AI agent to the number.
2. In the dialer, open Inbound calls and find the number.
3. Choose AI to have the agent answer every call, or Team to ring your reps first with the agent as the backup.

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Which rep it rings

A lead who calls back rings one rep:

1. The rep who last had a real conversation with them: a call of 30 seconds or more, or one a person answered, in the last 7 days. A rep who dialed the lead and got no answer doesn’t take over the callback.
2. If that rep isn’t free, the free rep who has waited longest among the reps on that number or the lead’s list.
3. If none of them is free, the free rep who has waited longest on the rest of the team.

Free means: Online in the dialer, not already on a call, and inside their working hours. This applies on On my phone too: a rep who is Offline in the dialer is never rung. If the rep doesn’t pick up within 25 seconds, the call does not move on to another rep. It goes to the number’s backup: the AI agent, or voicemail when no agent is attached.

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What you’ll see when a lead calls

In the dialer, the call fills the screen and rings. If you talked to the lead recently, it says They called you back with their name. Otherwise it says Incoming Call with their number.

• Accept (green): you’re connected to the lead.
• Decline (red): the call goes to the number’s backup, the AI agent or voicemail. It doesn’t move on to another rep.
• Do nothing for 25 seconds: same as Decline.

The guided setup in the dialer (the compass button at the top) shows this card too, so new reps see it before a real call arrives.

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Where it rings: in the dialer or on your phone

Each rep chooses under Calls back to you:

• In the dialer: the call pops up in the dialer with the lead’s name and They called you back. Keep the dialer open in one browser tab.
• On my phone: the call forwards to your cell. Enter your personal cell the first time you choose it. Your company’s own numbers can’t be used, because they would ring themselves. Your phone shows a caller ID, not the lead’s name, so check the dialer or the lead’s record to see who called.

You can also change this in the web app under Profile → Personal Settings → Incoming Call: app.rizzdial.com/profile. Choosing AI there takes you out of ringing: your callbacks go to the next free rep or the number’s backup. Dialer + AI rings the same as Dialer.

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Quick answers