Phone Calls

Inbound Phone Calling: 101

Learn how to use Lindy to handle incoming customer calls.

Lindy is your autonomous inbound calling agent, functioning just like a knowledgeable support specialist. Think of it as a dedicated member of your team—ready to answer calls, assist customers, and keep detailed records of every interaction while maintaining a natural, conversational tone.

You can get started with an Inbound Calling Lindy that will:

Answer incoming calls
Engage in natural conversation with callers
Access your knowledge base to provide answers to caller questions
Document all interactions
Update your team via Slack about call outcomes

This Lindy is perfect for teams looking to automate customer support, booking inquiries and lead qualification workflows.

And the best part? This Lindy will take 6 minutes to set up!

Set Up

If you have not already added the Inbound Calling Lindy to your account, do this now. Open the Flow Editor to see how it works.

Note: It is strongly recommended to use GPT-4 Turbo as a Default Model when building phone call agents. You can configure this in your Lindy-level Settings under "Default Model".

Setup A Lindy Phone Number

Click the Call Received trigger to set up your Lindy phone number.

Choose the number you would like to receive calls from. Note, each Lindy must have a unique phone number.

Initial Greeting

After the Call Received trigger, you'll find an AI Agent step (Help customer). This agent is configured to:

Greet the caller and collect their name
Wait for the caller's response before asking how it can help
Exit the AI agent once the caller asks their question, allowing Lindy to perform a knowledge base search
Use the Lindy Phone End Call action only when the conversation is complete

The prompt is:

You are on a phone call with a potential customer.

**Follow these conversation steps:**

1. Introduce yourself briefly:

"Hi there, to get started, can I please get your name?"


2. [Instruction]: WAIT FOR THE OTHER PERSON TO RESPOND BEFORE CONTINUING.

3. Ask the phone call user how you can help them today. 

*** Anytime you receive a question, move to the "the user asks a question" state ***

4. Respond to user questions concisely. You have been given example responses in your instructions. Try to keep responses 1-2 sentences. 

5. If the user has indicated the conversation is over, say thank you and goodbye then end the call (using the Twilio End Call action)

Following this AI Agent, there is an Exit Condition that instructs Lindy to move to the Search Knowledge Base step once: the user asks a question

Knowledge Base Search

After collecting the caller's question, Lindy will Search a Knowledge Base. This step connects Lindy to your company's knowledge base, allowing her to find accurate answers to the caller's questions.

Recommended knowledge base content includes Google Docs with common FAQs, company website URLs, files, and PDFs.

Access a full guide on how to set up a knowledge base here.

The Search Knowledge Base step connects back to the AI Agent which allows Lindy to use the retrieved search query to respond to the user and conclude the call once the conversation is over.

Remember, Lindy will re-query the knowledge base for each unique question the user asks.

Alerts and Reporting

After the call ends, Lindy will document the call.

The Get Task URL action generates a unique reference link to the Lindy Task, which will be shared via Slack in a future step, and is followed by a Google Sheets Append Row action which will add the call reporting to your sheet for tracking purposes.

Click the Append Row (Update database) action to configure your database and ensure you have a record of your call history.

You’ll need to create a Google Sheet for Lindy to store this info. Recommended column titles would be: day and time, caller's name, questions asked, answers provided, call purpose category and the task URL.

Finally, the Send Channel Slack Message (Alert the team of the outcome) action keeps your team informed by sending a summary of the outcome of the call. Be sure to configure this step by switching the “Channel” field to "Set manually" and entering your preferred Slack channel.

Lindy will then automatically share a summary of the call outcome along with the task URL for easy reference.

Testing Your Inbound Agent

To test your Lindy:

Call your configured Twilio number
Go through a test conversation
Verify documentation in your spreadsheet
Check Slack notifications
Review task URLs and call details

Transform Your Customer Support

Congratulations – you've just set up one of the most powerful AI automations in modern business.

With Lindy's Inbound Calling Agent, you're not just handling calls; you're deploying an intelligent support agent that engages callers naturally, provides accurate information instantly, and maintains detailed records – all while delivering the perfect balance of efficiency and human touch.

Get ready to transform your customer support and watch your satisfaction rates soar.

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