Inbound
An inbound queue that knows who can take the call.
Live callers and your dial list, on the same agents.
Matched, not blasted
One caller, one agent, one seat.
When a call arrives, Helix works out everyone who can take it, orders them by campaign priority and then by whoever has been waiting longest, and hands the caller to the first one who is genuinely free. They are simply connected — nothing to press, nothing to miss — and every other phone on the floor carries on undisturbed.
The right campaign
A caller arrives carrying the campaigns that may answer them — the ones fed by the number they dialled, or by the vendor who sent them — and goes to an agent working one of those.
What this caller needs
Requirements come from the number or the vendor they arrived through, and from the caller's own tags in GoHighLevel. The agent who takes them holds all of them.
Licensed where they are
Switch on state licensing for inbound and a caller reaches an agent licensed in their state, worked out from their record and then their area code. Anyone whose state is a mystery still gets through to the floor.
Callers are taken oldest first, and one who has nobody free this second steps aside so the people behind them keep moving. The counter on each agent's bar runs the same three questions, so it only ever counts the callers that agent can take — and a caller only ever goes to a line that is genuinely up and waiting.
A live caller goes first, every time — matched to the next free agent before the dialer opens a single line.
While they wait
You choose what a caller hears, and for how long.
Every campaign answers two questions of its own: what to do when the team is online and all busy, and what to do when nobody is online at all. They rarely want the same answer, so each one picks from the same six.
The six answers
- Hold them in the queue
- Play a message, then hold them
- Transfer them to a number you name
- Send them to voicemail
- Play a message, then hang up
- Hang up, and record it as missed
What they hear is yours
Your campaign's own hold music, your account's, or a licensed loop we ship. A caller being connected right this second hears no hold loop at all, and the music stops before the two of them are joined.
How long they wait is yours
Maximum wait runs up to an hour. Set it to zero and nobody holds at all: the answer you picked runs the moment they arrive, which is how you build a campaign that never puts anyone on hold.
Asked again, continuously
The queue re-checks who is online every few seconds. If the last agent who could take a waiting caller signs off, that caller moves straight onto your nobody-online answer instead of waiting out the clock.
If you buy live transfers
The platform asks first, and the call arrives already costed.
A platform selling live transfers can ask Helix, in real time, whether you can take a caller in a given state — and the answer is worked out exactly the way the queue works it out. Ask us, and you get the calls you can actually answer.
Yes means all four of these are true
- An agent is ready right now, with their line up
- They are joined to one of that vendor’s campaigns
- They hold what that vendor’s calls require
- They are licensed where this caller is
Available means an agent who can take this caller is free right now. The platform hands the person over the same way it always does, and can post their name, state and zip alongside them, so the details arrive with the call rather than after it.
Give a vendor a rate and Helix works out what each of their calls is worth to them: the span of the call, less queue time and ring time if you have told it to exclude either, and only once it clears the buffer of seconds you set. The agent watches the same clock on their own bar.
A resold caller stays visible
The same person reaching you twice is caught across the whole account. The duplicate is still written down — at zero, naming the call that beat it — so the vendor who sent it stays in the picture instead of quietly looking free.
A number you can point at
Helix writes down what each call was worth, so what you take back to your lead source is something you can show them. The invoice stays with the platform you buy from.
Set up on two tabs.
A campaign's Inbound tab holds the numbers and vendors that feed its queue, the licence switch, and the two busy-floor answers. Its General tab holds how long callers wait and what they hear. That is the whole surface.