Inbound calls have maximum priority in the system and receive special treatment when the contact already has open tasks. This article explains how this prioritization works.
Priority of Inbound Calls
Inbound calls have special characteristics:
| Characteristic | Value |
|---|---|
| Priority | 1 (maximum) |
| Cancellable | Never |
| Type | System task |
Priority 1 is the highest (lower number = higher priority).
Priority Comparison
| Task Type | Priority |
|---|---|
| Inbound call | 1 |
| Missed call | 1 |
| Inbound WhatsApp | 1 |
| Inbound email | 2 |
| Scheduled call | 4 |
| Custom tasks | 0-999 (configurable) |
What Happens When There Is an Open Task
When an inbound call arrives and the contact has an open task:
If there is a started task:
- That existing task is reused
- No new inbound call task is created
- The call is associated with the ongoing task
If there is a created but not started task:
- The highest-priority task is taken
- The call is processed in the context of that task
If there are no tasks:
- A new inbound call task is created
- Priority 1, not cancellable
Skipped Validations
Inbound calls skip certain validations:
- High-priority task exists: Ignored, the call always enters
- Start conditions: Not verified
This ensures no inbound call is ever blocked by the task system.
Cancellation Strategy
Inbound calls use the "Never" strategy:
| Strategy | Meaning |
|---|---|
| Never | Cannot be cancelled by other tasks |
| Always | Cancelled when any task is created |
| Higher priority | Cancelled only if a higher-priority task arrives |
Inbound calls are immune to cancellation.
Template Configuration
The inbound call template is special:
- It is a system template (cannot be deleted)
- The cancellation strategy is fixed at "Never"
- Does not allow start conditions
- Does not allow team assignment
- Only allows one recurrence
Inbound Call Flow
- Inbound call arrives
- System searches for active task for the contact
- If there is a started task: reuses it
- If not: creates an inbound call task
- Call is queued for the salesperson
- Salesperson receives the call
Conclusion
Inbound calls have maximum priority and are never blocked by existing tasks. The system processes them immediately, reusing open tasks when possible. This configuration ensures that no customer call is ever lost due to priority conflicts.
Relevant Scenarios
- Phone support centers with high call volumes
- Teams managing outbound and inbound calls simultaneously
- Configuring priorities for custom tasks
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