Overflow for direct inward dialing leverages conversation orchestration to detect key direct inward dialing-related events—such as the representative being busy, offline, rejecting the call, or failing to answer—and apply administrator-defined fallback actions.
Administrators configure natural language playbooks using conversation orchestration at the global or inbound profile level to specify the action to run when a direct inward dialed call can't be attended to or completed. The actions include offering a direct callback to the caller, sending them to voicemail, transferring the call to another queue or external number, or ending the call.
GA date: October CY2026
Preview date: June CY2026