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How Inbound Calls Work

When someone calls a phone number mapped to your agent, the call is automatically routed to an AI agent worker:

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What Happens During an Inbound Call

1

Call Arrives

The telephony provider (Twilio/Vonage) receives the PSTN call and sends a SIP INVITE to LiveKit.
2

Routing

LiveKit’s dispatch rule matches the phone number to the correct inbound trunk and creates a new room.
3

Agent Connects

An available agent worker picks up the room job, identifies the SIP participant, and loads the agent’s configuration from the database.
4

Greeting

The agent delivers the configured first message via TTS. The caller hears the greeting.
5

Conversation

The real-time conversation loop runs:
  • STT converts the caller’s speech to text
  • LLM generates an intelligent response based on the system prompt and conversation history
  • TTS converts the response to speech
  • The caller hears the response
6

Call Ends

When the call ends (caller hangs up, agent decides, or max duration reached), the system:
  • Stops recording and uploads to S3
  • Computes token usage and costs
  • Runs AI-based conversation analysis
  • Saves the complete call log

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Background Monitors

During every call, the agent worker runs these background tasks:
MonitorWhat it does
Max DurationDisconnects the call after max_call_duration seconds
Silence TimeoutDisconnects if no speech is detected for silence_timeout seconds
Inactive ReminderSends a reminder prompt if the agent is idle too long
Disconnect MonitorDetects if the caller hangs up unexpectedly

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Call Recording

All calls are automatically recorded via LiveKit Egress:
  • Format: .ogg audio
  • Storage: AWS S3 at path mv/{year}/{month}/{day}/{call_log_id}.ogg
  • Playback: Available in the dashboard via time-limited pre-signed URLs
Recordings are available within seconds of the call ending. Pre-signed URLs expire after 1 hour but are regenerated on each page view.

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Viewing Call Details

After a call, go to Call Logs to see:
  • Full conversation transcript (each message timestamped)
  • AI-generated analysis: sentiment, summary, key topics, disposition
  • Cost breakdown: LLM tokens, STT duration, TTS characters
  • Recording player
  • Caller’s phone number, call duration, and disconnect reason