Phone Numbers

Phone numbers are the foundation of your communication system. Purchase and manage phone numbers with voice, SMS, MMS, and fax capabilities. Each number is scoped to your workspace and can be used in campaigns, AI assistants, and appointments.

Common Use Cases

Key Benefits

Number Capabilities

Each phone number can support different capabilities. Understanding these helps you choose the right number for your needs.

Purchasing a Phone Number

Follow these steps to purchase a phone number for your workspace. You'll need sufficient wallet balance and number purchase permissions.

Step 1: Navigate to Numbers

1. 1

   Go to Numbers: Navigate to Numbers or Phone Numbers in the main navigation menu.

2. 2

   Click Purchase Number: Look for the Purchase Number button, typically at the top of the numbers list.

Step 2: Select Country and Area Code

1. 1

   Choose Country: Select the country where you want to purchase a number from the dropdown. This determines the country code and available number formats.

   Tip: Choose a country where your target audience is located. Local numbers typically have higher answer rates.

2. 2

   Optional: Area Code: If you want a number from a specific area (city or region), enter the area code. Leave blank to search all available numbers in the country.

   Example: For US numbers, entering "212" will search for numbers in New York City area.

Step 3: Search Available Numbers

Click Search Available Numbers to find numbers matching your criteria. The system will display a list of available numbers with their capabilities.

Step 4: Purchase the Number

1. 1

   Select a Number: Click on the number you want to purchase from the available list.

2. 2

   Confirm Purchase: Review the number details and confirm the purchase. The cost will be deducted from your wallet.

   Important: Ensure you have sufficient wallet balance before purchasing. Number costs vary by country and type.

3. 3

   Number Added: Once purchased, the number will appear in your numbers list and is immediately available for use in campaigns, assistants, and appointments.

Managing Phone Numbers

Once you've purchased numbers, you can view and manage them from the Numbers page.

Viewing Your Numbers

The Numbers page displays all numbers purchased for your active workspace:

Using Numbers in Your System

Once purchased, numbers can be used in various parts of the system:

Workspace Scoping

Phone numbers are scoped to workspaces, meaning each workspace maintains its own set of numbers.

Compliance & Regulations

Understanding compliance requirements is crucial when using phone numbers for business communications.

Caller ID Registration

Some regions require caller ID registration or branding before high-volume use:

• United States: May require STIR/SHAKEN registration for high-volume calling
• Canada: CRTC regulations may apply for commercial calling
• Other Regions: Check local telecommunications regulations

Do Not Call (DNC) Lists

Respect Do Not Call registries when making outbound calls:

• National DNC Lists: Many countries maintain national Do Not Call registries
• Internal Opt-Outs: Maintain your own opt-out list and respect customer preferences
• Compliance Tools: Use flags or contact management features to track opt-outs

SMS/MMS Compliance

SMS and MMS messaging also have compliance requirements:

• Opt-In Required: Generally, you need explicit consent before sending marketing messages
• Opt-Out Mechanism: Always provide a way for recipients to opt out (e.g., "Reply STOP")
• Message Content: Some regions restrict certain types of content in messages
• Business Hours: Consider sending messages during appropriate hours

Best Practices

Number Selection

• Choose Local Numbers: Use local numbers for your target audience. Local numbers typically have 2-3x higher answer rates than toll-free or out-of-area numbers.
• Consider Area Codes: If serving specific regions, choose numbers with relevant area codes. Recipients are more likely to answer calls from familiar area codes.
• Check Capabilities: Verify the number has the capabilities you need (Voice, SMS, MMS) before purchasing. Not all numbers support all features.
• Memorable Numbers: If possible, choose numbers that are easy to remember or have patterns. This helps with branding and recall.

Number Management

• Workspace Organization: Keep numbers organized by workspace. Don't mix numbers from different clients or brands in the same workspace.
• Document Usage: Keep track of which numbers are used for which campaigns or purposes. This helps with reporting and troubleshooting.
• Monitor Costs: Numbers have monthly costs. Regularly review your numbers list and release unused numbers to save costs.
• Test Before Use: Test new numbers with a small campaign before using them for large-scale operations.

Compliance & Security

• Verify Regulations: Research and comply with local regulations before launching campaigns in new regions.
• Maintain Opt-Out Lists: Keep accurate records of contacts who have opted out and respect their preferences.
• Register Caller ID: Complete any required caller ID registration or branding before high-volume use.
• Monitor Reputation: Watch for number reputation issues. High spam complaint rates can lead to number blocking.

Troubleshooting

Cannot purchase a number

Possible Causes & Solutions:

• Insufficient wallet balance: Check your wallet balance. Number purchases require sufficient funds. Add funds to your wallet and try again.
• No purchase permission: Verify you have "numbers_create" permission. Contact your administrator if you need this permission.
• Provider availability: The provider may not have numbers available in the selected country or area code. Try a different area code or country.
• Twilio credentials: Verify that Twilio credentials are properly configured in settings. Contact your administrator if credentials are missing.
• Region restrictions: Some regions may have restrictions or require additional verification. Check if the country/region is supported.

Inbound calls or messages not reaching the app

Checklist:

• Webhook configuration: Verify that provider webhooks are properly configured to route to your workspace. Check settings for webhook URLs.
• Active workspace: Ensure you're checking the correct workspace. Inbound calls are routed to the workspace that owns the number.
• AI assistant assigned: For inbound calls, verify that an AI assistant (prompt) is assigned to the number. Without an assistant, calls may not be handled.
• Number status: Check that the number status is "Active". Inactive numbers won't receive calls or messages.
• Provider status: Verify the number is active in the provider's system (Twilio). Sometimes numbers need to be reactivated.
• Test the number: Make a test call or send a test message to verify the number is working.

Purchased number not appearing in list

Troubleshooting Steps:

• Check active workspace: Numbers are scoped to workspaces. Verify you're viewing the correct workspace where the number was purchased.
• Refresh the page: Sometimes the list needs to be refreshed. Reload the page or navigate away and back.
• Check purchase status: Verify the purchase completed successfully. Check for any error messages during purchase.
• Search for the number: Use the search function to look for the number by its digits.
• Contact support: If the number was purchased but doesn't appear, contact support with the purchase details.

Cannot select number in campaign or assistant

Possible Issues:

• Wrong workspace: The number belongs to a different workspace. Switch to the correct workspace or purchase the number in the current workspace.
• Number capabilities: The number may not have the required capability (e.g., SMS for SMS campaigns, Voice for voice campaigns). Check the number's capabilities.
• Number status: The number might be inactive. Only active numbers can be used in campaigns and assistants.
• No numbers purchased: You may not have any numbers purchased in the current workspace. Purchase a number first.

Unexpected costs or charges

Understanding Costs:

• Monthly fees: Numbers have monthly rental fees that are charged regardless of usage. Review your numbers list and release unused numbers.
• Per-minute charges: Voice calls are charged per minute. Monitor your call volumes and durations.
• Per-message charges: SMS and MMS messages are charged per message. Large campaigns can result in significant costs.
• International rates: International numbers may have higher monthly fees and usage rates. Check pricing before purchasing.
• Best practice: Regularly audit your numbers list. Release numbers you're not actively using to reduce monthly costs.

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