---
id: inbound
title: Inbound calls & messages
description: Let your agent answer incoming calls and text messages on its assigned number.
---

**Inbound** means someone contacts *you* — they call or text your agent's phone
number, and the agent responds. This is the opposite of [outbound](./outbound.md),
where Chatley reaches out first.

## Before you begin

- An [agent](./agents.md) with a **phone number assigned**. Inbound handling only
  works once a number is attached to the agent.
- Your voice and behaviour set up the way you want the agent to answer.

## Inbound calls

When a caller dials your agent's number, the agent picks up and handles the
conversation using its configured voice and behaviour. While a call is live you
can watch it and step in from the **live monitor** — open the transcript to
**whisper** guidance to the agent or **take over** the call yourself.

Every inbound call is recorded in the agent's activity so you can review
transcripts, recordings, and summaries afterwards.

## Inbound messages (SMS)

Your agent can also receive text messages on its number. Connecting inbound SMS
is a Twilio configuration step — point Twilio's **"A message comes in"** webhook
at Chatley. Full walkthrough:

- **[Inbound SMS (Twilio)](./sms-inbound.md)**

## Compliance

Inbound is generally lower-risk than outbound, but you should still follow the
messaging and calling rules for your region and carrier (for example 10DLC or
toll-free verification for SMS). See the compliance notes in
[Inbound SMS (Twilio)](./sms-inbound.md).

## Next steps

- [Outbound](./outbound.md) — place test calls and run campaigns.
- [Talk to Assistant](./talk-to-assistant.md) — test how the agent sounds.