Phone numbers
A phone number is how the outside world reaches your agent by voice. Assign a number to an agent and every caller to that number talks to it — 24/7. The same number is also the caller ID for outbound calls.
Where: Dashboard → Phone numbers.
Getting a number
Search
Open Phone numbers and search available numbers (by area code/region). Numbers are provided via Twilio.
Buy
Purchase one with a click. It’s bought on Twilio for roughly $1.15/month (plus per-minute usage), billed to the account.
Assign it to an agent
Choose which agent answers this number. Done — calls to that number now reach that agent.
The Routes to dropdown also lists Routers — pick one to send the number to different agents by time of day, caller area code, and more. See Routing.
Don’t see a buy option, or need a specific region? You can request a number from this page and an admin provisions it for you.
One number, both directions
A single number handles inbound and outbound for the same agent:
- Inbound — people call it and reach the agent.
- Outbound — when you run a campaign or a one-off call, this number can be the caller ID people see.
There’s no separate “inbound number” and “outbound number,” and no separate inbound/outbound agent.
Managing numbers
- Reassign — point a number at a different agent any time.
- Release — give a number up when you no longer need it. This removes it from Twilio (the monthly charge stops) and it can no longer receive calls.
Releasing is permanent — the number goes back to the pool and you may not be able to get the same one back. Release only numbers you’re sure you’re done with.
Tips
- Use a local area code for the area you serve — local numbers feel more trustworthy to callers, and for outbound they get answered more often.
- Test inbound right after assigning: call the number yourself and confirm the agent greets you.