When you delete and release a number, Twilio will reserve that number for 10 days in case you need it back. After 10 days, you will need to reach out to Twilio support to get the number back. If the your account is on LC phone, please contact support.

By logging in to the Twilio Console, you can restore numbers that you released in the past 10 days. Released numbers will show up on the Console's Released Numbers page.

1. Log on to the Twilio console

2. Go to the top right -> Click Account -> Click on Subaccounts

3. If there are too many your accounts inside Twilio, you can go back to the software and copy the Account SID for that location to search in Twilio:

4. Now go back to Twilio with the copied Account SID

5. Search based on the Twilio your account SID in agency level settings -> Twilio, Paste the Account SID here and click on it:

6. Once you are in the sub account inside Twilio, 

Go to Explore Products > Scroll down to find Phone numbers

Click on Phone numbers:

Expand Phone Numbers on the left menu > Manage > Released numbers

Simply click on the Repurchase Number button.

Note that the action is considered to be repurchasing the phone number, so you'll be charged the monthly fee upon performing the action.

If you don't see numbers you wish to restore anymore on the Released Numbers page, please contact Twilio support for help.

Twilio phone numbers can be easily transferred between different projects by the Twilio Support team. To request this change, please gather the following information:

• Phone Number(s): The full phone number(s) you wish to move.
  
• Losing Account SID: The AC SID for the project or your account that is giving up the phone number.
  
• Gaining Account SID: The AC SID for the project or your account that will be receiving the phone number.
  
• Time frame: The requested time frame for your change to complete (ASAP or a future date).
  
• Regulatory Requirements (if required):
  • As Twilio does not transfer bundles,

                    If you need to transfer a NON US / Canada number, we will need to create a                                         bundle/address on the project or your account that will be receiving the phone number.

Once the Twilio support team moves the number into the correct your account within your account's Twilio account, you will see the number in the software > Client your account > Settings > Phone Numbers.

Step 1: Identify the Twilio account credentials

You can identify the Account SID in the Settings > Phone Integration page > https://app.yourdomain.com/settings/phone_integration

E.g. If I want to move a number from the your account Appointment to Onboarding demo snapshot,

Step 2: To get the Account SID, click on the pencil icon on the right highlighted here:

Step 3: Copy the Account SID here:

If the losing and gaining projects have different owners, Twilio will need approval from each side, so both account owners will need to Create a support ticket with Twilio support

Subject: Moving numbers request

Comment:

Copy and Replace the highlighted part below:

Hi Twilio Support,

I would like to move the following phone number(s) to a new your account -

+1 PASTE_TWILIO_NUMBER_HERE

Losing your account SID - E.g. AC8a0eac4ea7651eba06137bbf1a907df62d

Gaining your account SID - E.g. AC8a0eac4ea7651eba06137bbf1a907df62d

Time-frame: ASAP

Please process this request at the earliest because it is business-critical for me

Thanks!

Step 4: Once all details above are filled out, Click on Submit

Step 1. Once you Purchase a Twilio Phone Number, here's how to assign a dedicated Twilio number to each user:

Go to location Settings > Phone numbers > Click on Add Number

Step 2. Once you buy the number for the user

Go to My Staff > Team Management > Edit the user you want to assign the number to

Step 3. Expand Call & Voicemail Settings

Step 4. Click on the dropdown to Select Twilio Number

Choose the number you bought for the user

We could only assign one Twilio number to one user.

Once the Twilio number is assigned, all calls to that Twilio number will route to the user's phone number even if the contact is assigned to another user.

Step 5. To use the assigned Twilio number to initiate calls and SMS, we can add a workflow action Assign to user so the contact will be assigned to the user.

All calls & SMS will be using the Twilio number assigned to the user then.

Step 6. You can use the following custom values in the workflow when sending sms/email:

User > Twilio Phone: {{user.twilio_phone_number}}

User > Twilio Phone raw format: {{user.twilio_phone_number_raw}}

Frequently Asked Questions

How to send from the user-assigned Twilio number for manual SMS?

If you assigned the Twilio number to the user but SMS is still sending from the old default Twilio number instead of the Twilio number assigned to the user, please make sure you are logged in as the user to test SMS.

When sending an SMS to a contact we always get the User who is Logged In to be used as the Sender; we do that because even though the Contact may be Assigned to someone else, the specific User that is there might be talking about something else, or have a different approach; therefore, they will want to use their own number to get replies to.

If the user login has no Twilio number assigned, we will use the default Twilio number in the location.

Once you are in your account, click on Settings (bottom left)

Click on Phone Numbers

Click on the trash icon to remove the number

Once you confirm by typing Delete below, Click on Confirm Delete

If you want to keep/reset the twilio number webhooks, click on NO here so the number will still exist in your Twilio sub-account.

Otherwise, confirm by typing Release below and click on Confirm Release.

Once you click on NO, 

Click on Add to add back the Twilio number to the account, this helps to reset the Twilio number's webhook

How to locate the gaining SID for the account:

1. Click on your account name on the top left

2. Click on Switch to your account View

3. Click on Settings

4. Click on Phone Integration

5. That's the master Twilio account SID

6. Click on your account Settings

7. Click on the pencil icon on the right for the account you want to move the number to

8. That'd be the gaining Account SID for the account you want to move the number to

Click on Update Credential to update the Twilio Account SID and auth token for the account

How to buy a Phone Number within your account

Step 1: Once you are in the account, click on Settings.

Step 2: Click on Phone Numbers.

Step 3: Click on Add Number.

Step 4: Select the Country you want to purchase the number for.

If the country you want is on the list but not visible within the system, you can buy the number through the Twilio console for the location. (ONLY applicable to your account that has integrated Twilio as the default telephone provider)

A regulatory bundle/Address is required if your account resides outside the USA or Canada.

Please Note:

Regulatory Bundles/Address are an industry-standard practice, not a requirement to the specific platform.

If your account is outside of the USA and Canada, we highly recommend that you complete the regulatory bundle/address registration for the best telephone experience.

What is Hosted SMS?

Hosted SMS allows you to send and receive messages on voice-enabled numbers you already own with another carrier. It does not affect your voice capabilities of the number. We only register the number for SMS to route in and out of the platform.

What numbers can I host on Twilio for SMS?

Hosted SMS supports US and Canada in Beta. Mobile numbers are not supported. VoIP numbers from some providers will be supported in the future. Numbers already owned by a Twilio account for voice services cannot be hosted on another Twilio account for SMS services.

How can I host my number for LC phone locations?

We will need the end-user to complete ownership verification and LoA (Letter of Authority) signature once the following information has been submitted

Please copy and share the following information with us in via 24/7 Live Chat Support 

1. Location ID:

Found in the URL (https://app.yourdomain.com/v2/location/LOCATIONID/)
e.g. RNTEDRA9ap9xSh2MyTYS

2. Phone number(s):
+17787787878

The Toll-Free Messaging Verification process allows platform customers to send more important business messages and ensure that your customers receive them. Users who adhere to their stated use case and all applicable rules (including platform messaging policies) should see greatly reduced message filtering on Toll-Free traffic toward all major networks in the US and Canada. To assist customers with the Toll-Free registration process, we have created this comprehensive guide.

Notice:
Starting January 31, 2024, messages sent from Toll-Free phone numbers with pending verifications will be blocked and subject to messaging fees.

Notice: 
Starting Jan 31, 2024, messages sent from Toll-Free phone numbers with Pending Verifications will be blocked and subject to messaging fees.

NOTE:
-> Any blocked messages will return Error 30032 or Error 30007.
-> This is only valid for the US and Canada Toll Free Numbers
-> This is only required for messaging and does not have any impacts on calling

Who Needs to Verify?

Toll-Free Verification is required for sending messages over Toll-Free phone numbers to the US and Canada. Users who do not complete verification will be blocked from sending messages over Toll-Free numbers starting November 8, 2023. We recommend submitting your registration as soon as possible to avoid delays in processing and verification. 

Toll-free number registration is a great way to sustain your messaging while you wait for your A2P 10DLC brand/campaign approval. 

Verification Process:

Follow these steps to get started:

1. Buy a Toll-Free number.

2. Click on Settings (bottom left).3. Go to Phone Numbers > Manage Numbers (only visible for admins).

• Ensure all necessary information is provided to avoid verification delays.
• Click on Verification Required.

4. Fill in the details:

Legal Entity Name
The end business the customer (end user) is engaging with. This should not be the ISV unless the ISV is:

• the sole content creator,
• sending messages on behalf of the ISV, or
• content is branded with the ISV’s name.

Approved Examples: John’s Coffee Shop

The example includes the end business that will be sending out the SMS messages that the customer/mobile handset is engaging with.

Rejected Examples: Name of the ISV, N/A

If the end-user business information is not provided, it will be rejected as Toll-Free Verification requests must provide an end-user business information to be reviewed.

Business Website
The website of the end business or the website the consumer is engaging with. This should be the website of the business name that was previously mentioned. If the business does not have a traditional website, it can include social media links (i.e., Facebook, Instagram, Twitter, etc.).

Approved Examples : URL to direct end-user business.

Social media links are acceptable (i.e., Facebook, Instagram, Twitter), if the end business is small with no direct webpage. The social media pages will need to be set to public, so they can be reviewed.

Rejected Examples : The URL is not a live website. The URL is behind a login/password or the website has the address of the ISV/aggregator.

In any of the following cases, the business website won’t be reviewable:

• The URL hasn’t gone live yet, or
• The URL is in a private state that requires a login/password.

Please note that business URLs are important for marketing use cases.

Business Address

The address of the end business the consumer is engaging with. This should be the end business’ physical location.

Approved Examples: 123 Main St, Seattle, WA, 98119

Full business address includes: the street, city, state, and zip code for the end business that will be sending out the SMS that the customer/mobile handset is engaging with. This would be the physical location of the business or organization.

Rejected Examples: “N/A”, address of the ISV

The business address of the ISV is not a valid address.

Use Case Category

Select the use case that you believe best fits your customer’s traffic pattern. This should be the use case that best fits the types of messages being sent by this toll-free phone number.

Use Case Description

The explanation on how messaging is used on this toll-free phone number by the business or organization. The more detailed information you provide for the use case/summary, the better.

Approved Examples:

This number is used to send out promotional offers and coupons to the customers of, for example, John’s Coffee Shop.

-or-

We send appointment confirmations, message notifications, and offers for chiropractic adjustments to existing patients or new patients who have opted in to receive SMS notifications. The communications are sent via in-person POS, website forms, or webchat. End users opt in through a form on the website: https://www.abccompany.com/contact-us, via the website chat widget, and also through our POS system at our office, with consent language similar to that on our website.

The more detail, the better for the use case/summary!

Rejected Examples: Marketing

The rejected example message doesn't specify for what type of marketing the number is used for or what the end-user/mobile handset will be receiving from the end-user business.

Message Content
Refers to the sample message(s) that the end business will be sending to the end-user/mobile handset.

Approved Examples: “Thank you for being a loyal customer of John’s Coffee Shop. Enjoy 10% off your next purchase. Reply STOP to opt out.”

"David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I just saved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I'll see you then! If anything changes, just let me know. If you need to opt out, reply STOP."

This should be a sample message of the content that the end-user/mobile handset will be receiving in the SMS.

Rejected Examples: “Your appointment is today at 10:00 AM”

The sample message content should match the use case provided, i.e., Marketing.

Opt-In Type

Opt-in refers to the process of getting end-user permission to send them text messages. According to TCPA law, businesses must have "express written consent" from the end user before texting them.

The OptInType and Opt-in Workflow Image URLs provided should outline the details of how an end-user provides consent when they provide their phone number to receive texts from the end business that is going to engage with them. The sample submitted in the OptInImageURLs parameter should match the OptInType selection. The document or URL submitted in the OptInImageURL needs to demonstrate the OptInType chosen.

Opt-In Method	Example
Verbal	Phone IVR: "As part of our service we can send you automated monthly text alerts regarding account payment activity. We will send two messages per month. Message and data rates may apply, depending on your mobile phone service plan. At any time you can get more help by replying HELP to these texts, or you can opt-out completely by replying STOP. Mobile Terms of Service are available at http://ghl.com/terms and our Privacy Statement can be found at https://ghl.com/privacy. Please reply with 'yes' or 'no' to indicate if you would like this service".   Customer: "Yes please"   IVR: "Great! We will send you a text message to confirm your enrollment here shortly." NOTE: If you choose VERBAL, you must provide the sample verbal consent collection in the Opt-in Workflow Image URLs
Web Form	An embedded form on the end business’s website prompts end-users to enter their mobile handset phone number and opt into the texting campaign. Note checkbox should be selectable by end-user for opting in. It has to reflect SMS language and not have it hidden in the Privacy policy or terms and conditions. You can check the requirements of the opt-in here: LC - Phone Messaging Policy. This is highly important to avoid any rejection from the carrier since they are asking for proof of opt-in. Two examples of the Opt-in here: You need to specifically put a disclaimer like - "By submitting this form, you consent to receive marketing and promotional SMS messages from [Your Company Name]. Message frequency may vary. Reply "STOP" to unsubscribe. Text HELP for assistance. Standard message and data rates may apply. Your information will be handled in accordance with our Privacy Policy." The Disclaimer MUST have All CTA disclosures present for compliancy Program name and/or a description of the messages that will be sent (appointment reminders, marketing messages, occasional offers, etc.) Organization or individual being represented in the initial message Fee disclosure (“Message and data rates may apply”) Service delivery frequency or recurring messages disclosure (“4 messages per month”, “Message frequency varies”, “1 message per login”, etc) Customer care information (typically “Text HELP for help” or Help at XXX-XXX-XXXX) - not required for single message programs (i.e 2FA) Opt out instructions (typically “Text STOP to unsubscribe”) - not required for single message programs (i.e 2FA) Link to Privacy Policy describing how end user opt-in information will be used. Be sure there is no mention of sharing of personal information with Third Parties (Must not be part of the checkbox statement. Instead, provide the link at the bottom of the form) Link to Terms and Conditions describing terms of service (Must not be part of the checkbox statement. Instead, provide the link at the bottom of the form) Incorporate a checkbox option that end-users must select in order to receive SMS messaging. The checkbox can not be pre-selected. The checkbox provides the end-user the ability to agree, or not agree, to receive SMS messaging. If the web opt-in is behind a login or not yet published, host a screen shot on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the answer for Opt-in Workflow Image URLs You can also upload the screenshot to the Media Library here (Subaccount > Settings > Open Media Library) NOTE: If you choose WEB FORM, you must provide the link to it in the Opt-in Workflow Image URLs NOTE: Checkbox should be selectable by end-user for opting in and not preselected
Paper Form	An in-store visitor completes a physical form that collects their phone number and their consent to subscribe to your texting campaign.   Host a screenshot of the paper form on a publicly accessible website (like OneDrive or Google Drive or Subaccount's media library) and provide the URL in the answer for Opt-in Workflow Image URLs NOTE: If you choose PAPER_FORM, you must provide the form in the Opt-in Workflow Image URLs
Via Text	A Keyword campaign example: Host a screen shot of the campaign collateral on a publicly accessible website (like OneDrive or Google Drive or Subaccount's media library) and provide the URL in the answer for Opt-in Workflow Image URLs NOTE: If you choose VIA_TEXT, you must provide the keyword campaign info in the Opt-in Workflow Image URLs
Mobile QR Code	A QR code that links to an online form that prompts end-users to enter their mobile handset phone number and opt into the texting campaign. QR code can direct the mobile handset to their messaging application with a templated opt-in message, or can lead to a web-form as outlined above.   If the QR code leads to an online form that is behind a login or not yet published, host a screen shot of the form on a publicly accessible website (like OneDrive or Google Drive or Subaccount's media library) and provide the URL for Opt-in Workflow Image URLs NOTE: If you choose MOBILE QR CODE, you must provide the QR Code in the Opt-in Workflow Image URLs

The opt-in provided must align with the Use Case Category submitted. For instance, a marketing campaign must secure express consent, wherein the end-user handset positively affirms their enrollment in the campaign.

Opt-In Information Provided

Review the following tips with the client and ensure all missing or incorrect information is implemented.

        Live Site

        A live and operational website is essential for registration. The site must feature a section for                contacts to opt-in to receive messages. Below are the elements that should be included in the             opt-in flow.

        Site Footer

        The website must include links to the Terms of Service (also known as Terms of Use) and                      Privacy Policy in the footer of all pages, including the homepage.

Opt-In Workflow Image URLs

The opt-in workflow description should provide a brief overview of how the handset gives consent to receive messages from the business. Include detailed information on how a consumer/subscriber opts into the submission, specifically focusing on where the customer’s phone number was entered, affirming their agreement to receive SMS.

The opt-in submission must illustrate what the mobile user sees when providing their phone number through one of the following methods:

• Online/App: URL, screenshot/webpage.
• In Store: Keyword, signage.
• IVR Script/Verbiage: What the user hears.

Opt-In Image URL Requirements:

• The URL must link to a web form or hosted image file that clearly demonstrates the opt-in process.
• It should include a screenshot of the opt-in displayed on the end-user’s website, an image of where opt-in is collected, or an image related to the opt-in practice, such as a document with a QR code.
• Any submitted URL must be publicly accessible. Avoid links that require login credentials or lead to secured drives.

Detailed Opt-In Process Description

Provide comprehensive details about the opt-in process. The information should enable the Verification Ops team to clearly understand how the customer opts in/signs up to receive SMS from the end-user business.

Categories for Opt-In Methods:

• VERBAL: Include a sample of the verbal consent collection and examples in a document.
• WEB_FORM: Provide a direct link to the opt-in page or a screenshot of the website opt-in page. Note that only the phone number opt-in page is acceptable for SMS toll-free verification.
• PAPER_FORM: Include a scanned copy of the paper form.
• VIA_TEXT: Describe the keyword campaign in a document. Include details about the keyword, where the consumer/subscriber finds it, and support with screenshots/pictures/URLs.
• MOBILE_QR_CODE: Include a document featuring the QR Code.

Approved Examples:

https://storage.googleapis.com/msgsndr/RNTEDRA9ap9xSh2MyTYS/media/65271336fe7786badd88b169.png

The link you attached needs to reflect where customers consent to receive further messages from you.

Approved Examples: http://www.johnscoffeeshop.com/signupforsms

This is a direct URL to the opt-in sign up page.

Approved Examples: http://www.johnscoffeeshop.com/image123.png

This is a publicly accessible link to a hosted image of the opt-in or Screenshot of the SMS opt in page.

Approved Examples: http://www.johnscoffeeshop.com/document123.docx

This is a publicly accessible link to a hosted document of the opt-in process.

Approved Examples: "Keyword: Coffee. The keyword is found on a sign at the register of John’s Coffee Shop where customers can see the keyword and text in to the Toll-Free Number. Once the customer texts the keyword, they are provided a double opt in where they are asked to Reply Y to confirm they would like to receive promotional SMS"

This includes a good amount of detail about the opt-in process. It addresses what the keyword is, where the customer finds the keyword and what happens after the end-user/mobile handset texts the keyword to the Toll-Free number.

Rejected Examples: http://www.johnscoffeeshop.com

URLs that don’t direct to the exact sign-up, URLs that are behind a login/password screen or URLs that don’t resolve..

Rejected Examples: a document that outlines a point of sale situation, but it vague on details, like: "Customer receives a text of a point of sale receipt"

It doesn't demonstrate the process. Where does the customer give the consent? Provide a screenshot/picture/url from the POS and language the customer is agreeing to.

6. Once submitted to the telephony channel, the verification process can take 2-3 weeks to complete. During this time, your Phone Numbers are moved to a ‘In Review’ state that removes the messaging limits while we review your submission. In Review status - no actions is required

Verification Process Timeline

Once submitted to the telephony channel, the verification process may take 2-3 weeks to complete. During this period, your phone numbers will be placed in an “In Review” state, temporarily removing messaging limits while the review occurs. No action is required during this “In Review” status.

Verification Status

Once you submit your verification request, you can monitor the verification status as it changes during processing through the Console. Please see below for a full overview of each status:

Rejection Reason

Once you submit your verification request and is rejected, you can view the rejection status through the Console.

Frequently Asked Questions (FAQs)

1. What happens if I don't complete Verification?
Starting on November 8, 2023, all unverified (Restricted) Toll-Free numbers will be blocked from sending messages to the U.S. Additionally, Restricted Toll-Free messaging traffic to Canada will remain blocked until verification is completed.

2. I am sending the limited allowed amount of segments, but messages are still not going through.
When using Toll-Free numbers, be aware that messages can be filtered or blocked even when staying within the daily limit. If you encounter Error 30032, you may have reached a limit or triggered a filter. The stated limits are the maximum your Toll-Free number can send but are not guaranteed. To minimize issues, verify your Toll-Free numbers early, as verified numbers experience a lower risk of message filtering.

3. Do I need to be a U.S. business to register a Toll-Free number?
No, you can use business addresses from other countries to register for a Toll-Free number.

4. Will I be charged if I encounter an error when sending an SMS?
If there’s an internal error with LC Phone before the message is handed off to the phone provider, you won’t be charged. However, charges will apply for every message where a delivery attempt has been made, regardless of the final delivery status. This includes messages sent from Toll-Free numbers, A2P numbers, and those undeliverable due to country restrictions or other factors. We urge users to be fully informed and cautious before sending messages, as refunds will not be provided for undelivered SMS.

Step 1: Locate your Location ID:

Step 2: Enter Customer Name (the name should appear exactly as it does on the telephone bill)

First Name:
Last Name:
Business Name (if the service is in your company’s name):

Step 3: Enter Service Address on file with your current carrier (Please note, this must be a physical location and cannot be a PO Box):

Address:
City:
State/Province:
Zip/Postal Code:

Step 4: List all the Telephone Number(s) which you authorize to change from your current phone service provider to the new provider:

Step 5: Complete the Letter of Authorization

Must be PDF files and cannot exceed 4MB

Step 6: Include a scanned (or electronic) copy of the most recent phone billing statement:

Must be PDF files and cannot exceed 4MB

Step 7: Submit your port request to the new provider:

Porting your Canadian telephone number (non-Twilio number) to a location

To port your Canadian phone number, the steps are the same as above. Depending on the losing carrier, this process typically takes between 4 - 6 weeks. While you’re waiting, be sure to check the phone numbers’ capabilities that will be available to you after porting.

We charge a one-time porting fee of $7.00 USD per number.

Once we have provided you with the Account SID, please prepare the following information below and fill out the following porting form:

• The number(s) to be ported in E164 format; for example: [+][1][xxx][xxx][xxxx]
• The attached Canadian Letter of Authorization within the last 15 days
• Your most recent billing document
• Your Customer Account Number (the one in your current carrier’s records).

Frequently Asked Questions

My number took forever to port over, what's going on?
Sometimes it might be that those numbers are already with another project. So we just need to move the number once the client provides the losing Account SID.

Understanding how to buy a toll-free number can be critical for your business operations. This guide provides a straightforward walkthrough on purchasing a toll-free number for your accounts. Equip yourself with this knowledge to enhance your customer communications strategy.

If the account is on the LC phone, you can sign up for Toll-Free Number Registration for LC - Phone (US/Canada) from the application. [Only applicable to US/Canada Toll-Free Numbers]

If the account is using your/their own Twilio account, you will need to contact Twilio support to register your toll-free number.

How to Buy a Toll-Free Number?

Step 1. Head into your Location/account where you would like to purchase a Toll-Free number:

Step 2. Click on Settings at the bottom left:

Step 3. Click on Phone Numbers

Step 4. Click on Add Number

Step 5. Country set to United States > Click on Filter

Step 6. De-select Local & Mobile for the Phone Number Type

• Make sure only Toll-Free is selected
  
• Click on Apply
  
  

Step 7. Select one of the phone numbers you like and click on Proceed to Buy!
Toll-free numbers are numbers that begin with one of the following three-digit codes: 800, 888, 877, 866, 855, 844, or 833.

---

FAQs

1. What is the benefit of Toll-Free Numbers over Local/Phone numbers?

Though Toll-Free numbers are high priced, they have added advantages. See below:

• Increased throughput of 3 Message segments per second when compared to 1 message segment per second in the case of other 10DLC numbers.
• [US/Canada Only] The Toll-Free Registration helps to send at least a few messages while the registration is in progress, unlike the A2P registration for 10DLC numbers.

2. How can one register their US/Canada Toll-Free numbers?

If the account is on the LC phone, you can sign up for Toll-Free Number Registration for LC - Phone (US/Canada) from the application. [Only applicable to US/Canada Toll-Free Numbers]

If the account is using your/their own Twilio account, you will need to contact Twilio support to register your toll-free number.

Number Name

The internal name for the phone number (maybe it’s ‘main marketing number,’ or maybe you’ll name it after an employee who will get assigned this number).

Forwarding Number

The phone number to which inbound calls are made to this new number should route (when someone calls the new number we just purchased, the call will be redirected to whatever number we save here).

Pass Called Number As Caller ID

By default, meaning if we leave this box unchecked, the phone number of whoever is calling gets passed along to show in Caller Id. If we check this box, however, the system will pass the number we just purchased as the Caller ID number, which can be helpful as you’ll always know you’re about to answer a call from this account.

Use Your Verified Number as CallerID for Outbound Calls

This feature allows you to show your verified phone number in the callerID of the recipient when you are making outbound phone calls.

Enable Call Connect

If this box is not checked, incoming calls will function as normal so that the call immediately connects when you answer. If we check this box, however, you’ll hear a whisper message prompting you to push a button on your phone to accept the incoming call. 

Why you would want to activate this feature:

Throughout the CRM, you can automate off-call statuses such as connected vs. not connected, which enables you to do powerful things like automatically sending a text message back to any inbound calls that go unanswered. We call that the Missed-Call Text-Back, which we’ll learn to set up next.

To execute automation like that, the system needs to know if a call is connected, and often it can get confused by thinking that a voicemail recording is actually a person. When that happens, the call is categorized as connected even though it really didn’t connect to a human.

We can eliminate the possibility of confusion by checking the checkbox. By checking the box, the receiver of the inbound call must press a key to connect. That way, the system always knows whether or not a call was actually answered by a human, which is why we recommend turning this on.

Whisper Message

he Whisper Message controls the message played to the person who answers the call when the Call-Connect features are enabled. So we would put something like “Call from your platform” or “Call from your business name, press a key” so that you know you’re about to hop on a call from the system and that you need to press a key to connect. 

Call Recording

The ability to turn on call recording is incredibly powerful as we will not only record the calls, but we will also publish the recording right into the conversation stream of each contact, along with all the emails, text messages, Facebook messages, Instagram DMs, and more! If you turn this on, please be aware that most states require that you enter a whisper message here, like “this call will be recorded for quality purposes,” so that the caller is aware. 

Inbound timeout

The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM).

• Scenario 1
  If you want the lead to reach your cellphone voicemail, you can leave this field blank or add 60 secs.

• Scenario 2
  If you want the line to ring and the lead to reach a pre-recorded voicemail set within the CRM, add the inbound call timeout to around 20+/- seconds. Setting a short timeout will ensure the line doesn't ring long enough to reach your personal voicemail recording.

• Scenario 3
  If you want inbound calls to go straight to the pre-recorded voicemail within the CRM, set the inbound call timeout to 1-4 seconds. This will ensure that the voicemail set within the CRM is used. If so, you must ensure you have uploaded a voicemail (MP3/WAV file) within the Business Info tab or the assigned users' profile settings.

Outbound timeout

The amount of time (in seconds) the system lets the outbound call ring before dropping the call. Setting a shorter outbound timeout to 30 +/- seconds will reduce your chances of reaching the customer's/leads voicemail. This is ideal if you run voicemail drop campaigns or your agents have large lists and only want to speak to readily available leads. 

Ring Incoming Calls to All Users

This feature allows you to pass incoming calls to users (team members) in your account. When you get a phone call, the phone of every user you select here will ring until someone picks up the call or the timeout has occurred. You can select up to 7 users to receive incoming phone calls, which increases the likelihood of calls being answered by your team even if a few team members are unavailable at the time of the incoming call. More information on this option in this support article: Ring Incoming call to multiple users. 

Frequently Asked Questions

• Q: What is the system's default behavior if the Inbound/outbound call timeout is blank?
  A: The system's default behavior is 60 secs for both.

• Q: What URL do I provide when verifying a toll-free number for my account?
  A: You would provide the URL to your business website, the one that would be a potential point-of-contact for customers and prospects who receive your SMS messages. Check out this article to learn more: Toll-Free Number Registration for LC - Phone (US/Canada).

Moving numbers to an LC Phone Sub-account from the client's own Twilio account:

2. Create a support ticket with Twilio support
Subject: Moving numbers request

3. CCs: Copy and paste this email: migration@leadconnectorhq.com
Click add ( + ) so we can approve your request.

Comment:

Product: Phone numbers

Business Impact: P2 Degraded - Twilio or your configuration is not functioning properly or intermittently

4. Once all details above are filled out and cc'ed, Click on Submit

Click on NO

Click on: SUBMIT HELP REQUEST

Additional Resources
For more detailed information, you can refer to the following resources from Twilio:

• Contact Twilio Customer Support Center

Need Further Assistance?
If you encounter any issues or need further assistance, feel free to reach out to Twilio Support. They can provide more specific guidance based on your account and requirements.

Please provide the Location ID to our support team that you are trying to move the Twilio number(s) from so we can identify the ISV account's Account SID for you.

1. Create a support ticket with Twilio support

With the Subject: Moving numbers request (Click here for Twilio Support in a new window)

2. Copy and paste this email
CC: migration@leadconnectorhq.com and click add ( + ) so we can approve your request.

Product: Phone numbers

Business Impact: P2 Degraded - Twilio or your configuration is not functioning properly or intermittently

3. Submit Your Request: Please click on "No" at the bottom

Click on SUBMIT HELP REQUEST