Inbound and IVR

Handle incoming calls on your numbers. Route to one template directly, or ask the caller which service they need.

Every outbound number is also a receiving number. When a customer calls one of your numbers, Breeze Buddy routes the call to a template based on the configuration below.

Single template per number

If exactly one template is wired to the number, the caller is connected straight through. No menu, no prompts — the agent greets them directly.

This is the simplest setup. Use it when the inbound use case is obvious (a support line, an order-confirmation line).

Multiple templates — use an IVR menu

If two or more templates share the same number, Breeze Buddy automatically asks the caller which service they want.

Each template contributes three IVR fields:

• IVR greeting — the menu line for this option, e.g. “Press 1 or say Sales for our sales team.”
• IVR goodbye — what to say if the caller doesn’t select anything.
• IVR priority — the order the options are spoken (lower = earlier).

The generated menu reads each template’s IVR greeting in priority order. The caller can respond by voice (“Sales”) or by pressing a digit (“1”). Both work.

{
  "configurations": {
    "ivr_greeting": "Press 1 or say Sales to speak with our sales team.",
    "ivr_goodbye": "We didn't catch your selection. Please call again.",
    "ivr_priority": 1
  }
}

Business hours

Inbound calls can be restricted to a daily window. Set Inbound call start and Inbound call end on the template (in your timezone). Outside those hours the platform returns a configurable message or redirects to another number.

Block actions

For calls that can’t be accepted — outside business hours, no matching template, rate limited:

• Reject — play a configurable message, then hang up.
• Redirect — forward to another number (often a human receptionist or voicemail service).