Overview
Inbound calls are critical—especially when customers are actively trying to reach your team. Missing these calls can directly impact conversions, support quality, and customer satisfaction.
With HelloSend's Call Forwarding (Over the Phone) feature, you can route inbound calls directly to an agent's real phone number, ensuring they never miss important conversations—even when they are away from the CRM or working remotely.
Why Inbound Caller ID Matters
When a call is forwarded, the Caller ID configuration determines what the agent sees on their phone screen. This is important because:
- Agents can quickly identify who is calling
- Teams can maintain brand consistency
- Businesses can ensure compliance using verified numbers
- Call pickup rates improve significantly when caller identity is clear
Real-Time Use Cases
🔹 1. Sales Teams (High Intent Leads)
A lead calls back after receiving an SMS/WhatsApp message → Call is forwarded to the assigned sales agent → Agent answers instantly → Higher conversion chances
🔹 2. Customer Support Teams
Customer calls for urgent help → Call is forwarded to support agent's mobile → No dependency on CRM login → Faster resolution
🔹 3. Distributed / Remote Teams
Agents working remotely → Calls routed to personal devices → No missed communication across locations
🔹 4. After-Hours or Priority Routing
Critical calls can still reach agents via forwarding → Ensures business continuity and availability
Step-by-Step Setup Guide
🔧 Enable Inbound Call Forwarding & Caller ID
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Go to Settings from the HelloSend sidebar
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Click on Users
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Select Add User or Edit existing user
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Assign the user to a Team (or create a new team)
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Scroll down to Inbound Settings (below Teams)
⚙️ Configure Inbound Settings
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Enable Inbound Call Forwarding (toggle ON)
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Enter the Forward Number
This is the agent's phone number where calls will be received
Recommended: Use a priority / always-available number
📲 Set Caller ID Preference
Choose how Caller ID appears:
Option 1: Show Customer's Number (Original Caller)
Displays actual caller number
✅ Best for: Sales, support, personalized conversations
Option 2: Show My Twilio Number
Displays your business number
✅ Best for: Branding consistency, call recognition
Option 3: Select from Twilio Verified Caller IDs
Displays a verified number
✅ Best for: Compliance, trusted identity, enterprise use
Click Update to save changes.
🔁 Call Flow (How it Works)
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Customer calls your HelloSend number
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System checks assigned Team & User settings
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Call is routed via Over the Phone (Forwarding)
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Agent receives call on their mobile
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Caller ID displays based on selected option
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Agent answers → conversation continues normally
🎯 Best Practices
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Always use a reachable phone number (avoid inactive numbers)
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Use Customer Number Caller ID for sales/support teams
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Use Twilio Number for branding consistency
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Ensure numbers are verified in Twilio (if using verified IDs)
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Combine with Call Logging & Recording for full tracking
⚠️ Important Notes
- Call forwarding depends on your Twilio setup and credits
- International forwarding may incur additional charges
- Ensure the forward number can receive calls (not DND/blocked)
- Caller ID behavior may vary slightly based on country regulations
🚀 Benefits
Zero missed inbound calls
Every call reaches an agent, even when away from CRM.
Instant response from agents
Calls forwarded directly to mobile for immediate pickup.
Supports remote & distributed teams
Route calls to agents anywhere in the world.
Improved lead conversion & support
Faster response times lead to better outcomes.
Professional caller identity
Control what agents see for brand consistency.
Seamless CRM integration
Works with existing CRM workflows and logging.
🧠 Pro Tip
Use Inbound Call Forwarding + Workflow Automation together:
- Trigger SMS after missed call
- Assign calls to deal owners
- Auto-log calls into CRM
👉 This creates a complete communication loop inside HelloSend + CRM
Conclusion
Inbound Caller ID with Call Forwarding ensures your team is always reachable—no matter where they are. By routing calls directly to agents and controlling how caller identity appears, HelloSend helps you deliver faster responses, better customer experiences, and more reliable communication.
