Inbound Call Routing in Shape
Communication and Calling Tools
Handle calls, texts, and emails inside Shape for clear, organized conversations.
Inbound Call Routing in Shape
Inbound call routing in Shape allows you to control exactly what happens when someone calls one of your Shape phone numbers. From individual user numbers to shared team lines, these rules define how calls are handled, who they ring to, and what happens if a call is missed.
Creating and Naming Call Routes
Each inbound call route should be clearly named so it is easy to identify its purpose. Individual user routes often use the user’s name, while shared or marketing numbers are commonly named based on where the number is published, such as a website or lead source. Call routes can be created or edited at any time, and new rules can be added directly from the inbound call routing page.
Assigning Phone Numbers to Routes
Phone numbers must be assigned to a call route to function correctly. Numbers can be managed in Phone Settings, where you can see whether a number is already tied to a route or still needs one assigned. This ensures every inbound call follows a defined workflow.
Lead Source Assignment for Inbound Calls
Inbound call routes allow you to automatically assign a source to new leads who call in. This is especially helpful for tracking performance by number or campaign.
Common use cases include:
- Assigning a generic inbound call source for unknown callers
- Assigning a specific lead provider source for dedicated transfer numbers
- Tracking performance for website or advertising phone numbers
Assignment Preferences and Licensing Rules
Call routes can respect assignment logic and licensing requirements based on your industry.
Options include:
- Enforcing state licensing rules for regulated industries
- Reassigning leads to the user who answers the call
- Assigning all new inbound leads to a specific user
- Assigning new leads dynamically based on who answers
This is especially useful for warm transfers and shared team numbers.
Call Greetings and IVR Menus
Inbound call routes support call greetings and IVR menus to guide callers before routing occurs.
You can configure:
- Call recording disclosures
- Holiday or after-hours messages
- IVR menus with keypad selections
- Routing based on button presses
IVR menus allow callers to route themselves to the correct department or team based on their selection.
Call Flow Rules and Routing Logic
Call flow rules determine where calls are sent and in what order. These rules are processed sequentially, allowing you to build layered call flows.
Routing options include:
- Calling a specific user
- Calling a department or team
- Blasting all available users
- Round-robin distribution
- Forwarding to an external phone number
- Playing a recording only
Multiple rules can be stacked so calls attempt one destination before moving to the next.
Missed Call Handling and Voicemail
Missed call settings define what happens when no one answers an inbound call.
You can configure:
- Custom voicemail greetings
- Notification recipients for missed calls, and voicemails
Notifications can be sent to all assigned users or restricted to a specific user, depending on the route.
Status Changes and Missed Call Workflows
Inbound call routes can automatically change a record’s status when a call is missed. This allows missed calls to be tracked, filtered, and prioritized.
Missed call status changes can be used to:
- Create dedicated missed call list views
- Trigger automated follow-up campaigns
- Prioritize outreach based on urgency
- Improve reporting and accountability
Why This Matters
Inbound call routing is the foundation of a reliable phone workflow. With flexible routing rules, layered call flows, IVR menus, and missed call handling, Shape ensures inbound calls are answered efficiently and followed up on consistently, regardless of availability.
