Your phone number is more than a direct line to your company; it is a memorable part of your brand. It can help establish a stronger brand image and reassure your customers that they are in good hands. In your CRM, the Phone Numbers section is dedicated to helping you acquire and manage phone numbers specifically for your business communication needs. These numbers can be used for making calls, sending text messages, or monitoring and tracking communication activity.

Phone Numbers #

This is the tab where you can purchase and manage your Phone Numbers, Number Pools, and Verified Caller IDs.

Adding a Phone Number #

Click on + Add number and then select Add a Phone Number to purchase a new number. This opens a pop-up window where you can select a number and filter to your particular needs.

Phone Number Options #

By clicking the three dots icon next to the phone number, you can access the configuration options:

• Number Info: View the phone number details.
• Set as Default number: Change the phone number used to call and SMS by default.
• Edit Configuration: Adjust settings for how it works, such as the forwarding number.
• Add to Existing Number Pool: Include the number in a number pool you have already created.
• Delete Number: Remove the phone number from your list.

Regulatory Bundle / Address #

Here is where you handle phone number registration for users outside the United States or Canada. New bundles can be added by clicking the Create button, then selecting the bundle type and filling out the required information. Clicking the three dots beside an associated bundle gives you options to view or edit its details or delete it. If the status is “Validated,” the Edit option will not appear.

Messaging #

This section allows you to set up messaging limits and compliance messages, or view messaging analytics and restriction history metrics over time.

Messaging Compliance #

To customize the SMS customizations and opt-out texts, navigate to this window.

Messaging Limit #

View your messaging usage and the total number of messages you can send within a daily cycle (sending limit).

Messaging Analytics #

This section provides additional data and insight into the success of your SMS messages and campaigns. Apply filters by date or source to refine the display.

Restriction History #

Within the Restriction History tab, you can review any issues or restrictions your messages have encountered over the selected period.

Voice #

This section allows you to set up how your calls work.

Call Recording & Transcription #

Configure call recording and transcription settings, such as deleting recordings after a certain amount of time, and opting in or out of call transcription.

Voicemail & Missed Call Textback #

Manage the voicemail message your contacts hear when calling in, the automatic missed call text back, and their settings.

Call Scripts #

View, edit, and add call scripts for your workers to use during customer interactions.

VoIP Deskphone (SIP) #

View and set up SIP-compatible hard phones for your sub-account. Once configured, click the Manage Users button to add new devices or update the password or assigned user of a VoIP Deskphone before saving.

Other Settings #

Additional settings for inbound and outbound calls can be configured in this section.

Trust Center #

Here is where you handle phone number registrations for users inside the United States or Canada. The Trust Center also provides products that improve brand recognition, such as your caller ID.

Additional Settings #

The additional settings allow you to modify how your phone number works.

Number Intelligence #

Manage Number Intelligence, which checks a number’s validity before sending the first SMS, detects incoming spam calls, and looks up the names of unknown callers before answering the phone.

Frequently Asked Questions #

Where do I purchase a new phone number? #

Go to the Phone Numbers tab, click + Add number, then select Add a Phone Number. A pop-up lets you filter and choose an available number to purchase.

How do I set a default number for calling and texting? #

Click the three dots icon next to the phone number and choose Set as Default number.

What is the Regulatory Bundle used for? #

It handles phone number registration for users outside the United States or Canada. You create a bundle, select its type, and submit the required information for validation.

How do I register a number inside the US or Canada? #

Use the Trust Center, which manages US and Canada registrations and also offers brand-recognition products such as caller ID.

Can I configure voicemail and missed call text-back? #

Yes. Under the Voice section, the Voicemail & Missed Call Textback area lets you manage the voicemail greeting and the automatic text sent after a missed call.

What does Number Intelligence do? #

It validates a number before the first SMS is sent, detects incoming spam calls, and looks up the names of unknown callers before you answer.