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.
🔹 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
Go to Settings from the HelloSend sidebar
Click on Users
Select Add User or Edit existing user
Assign the user to a Team (or create a new team)
Scroll down to Inbound Settings (below Teams)
Enable Inbound Call Forwarding (toggle ON)
Enter the Forward Number
This is the agent's phone number where calls will be received
Recommended: Use a priority / always-available number
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.
Customer calls your HelloSend number
System checks assigned Team & User settings
Call is routed via Over the Phone (Forwarding)
Agent receives call on their mobile
Caller ID displays based on selected option
Agent answers → conversation continues normally
Every call reaches an agent, even when away from CRM.
Calls forwarded directly to mobile for immediate pickup.
Route calls to agents anywhere in the world.
Faster response times lead to better outcomes.
Control what agents see for brand consistency.
Works with existing CRM workflows and logging.
Use Inbound Call Forwarding + Workflow Automation together:
👉 This creates a complete communication loop inside HelloSend + CRM
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.
