Phone numbers

Everything about buying, configuring, and releasing numbers in your account.

Buying a number

Dashboard → Phone Numbers → Buy a Number.

1. Pick country, type (Local / Toll-free), and an optional area code.
2. Click Search. Each result shows:
   • Phone number and region.
   • Capability badges — voice, sms, mms. SMS is highlighted in green; if a number doesn't show SMS, it can't send texts.
   • Monthly price.
3. Click Buy. Provisioning takes ~60 seconds; the first month is charged immediately and the number renews on the same day each month.

Pricing

Other countries are added as we expand. Prices are billed to your Stripe subscription (or drawn from your PAYG wallet) on each renewal.

Capabilities — voice vs SMS

Not every number can do everything:

• US local numbers — voice + SMS + MMS.
• AU / UK local numbers — voice only at the carrier level. SMS to those countries goes through different mechanisms (alphanumeric Sender ID, etc.) and isn't supported in the current marketplace flow.
• Toll-free numbers (US) — SMS-capable but require explicit verification before high-volume sending.

Always check the badges on the search result before purchasing.

Connecting a number to an AI agent

On the My Numbers row, click Connect Agent → pick the voice agent. Inbound calls to that number will ring the AI immediately.

A number can only be connected to one agent at a time. To swap: pick a different agent in the same dropdown.

AI ↔ Human mode

Each number has a segmented toggle:

• AI — inbound calls go straight to the connected voice agent.
• Human — inbound calls ring the on-duty members of a workspace.

When you flip to Human for the first time on an org, a "Quick Human Handling" workspace is auto-created (no setup). Add yourself or teammates (see Team & Workspaces), go on duty (Live Agent page), and inbound rings the browser. If nobody answers in 30 seconds, the call falls back to voicemail.

Flipping back to AI restores the previously-connected voice agent (or opens the Connect Agent picker if none was connected).

International notes

• AU numbers — Twilio requires a regulatory bundle (Australian address
  • identity record) before AU number purchases succeed. If you see a regulatory error on Buy, set the bundle up in your Twilio account first, then retry.
• EU countries — most require an address on file; we'll surface a clear message if the carrier rejects the purchase.
• Messaging Geographic Permissions — sending SMS to most countries is off by default in Twilio. You need to enable each destination country in Twilio Console → Messaging → Settings → Geo Permissions. This is a one-time per-country toggle.

Releasing a number

Click the trash icon on the number row. We:

1. Disconnect it from any voice agent and workspace.
2. Release it back to the carrier (you won't be billed next cycle).
3. Cancel its Stripe subscription line.

Releasing is irreversible — once a number is back at the carrier, someone else can claim it. If you might want it again, port it out instead (contact [email protected]).

Limits per plan

SMS compliance — 10DLC

If you send SMS from US numbers at any volume, you need to register the sending Brand + Campaign with The Campaign Registry (TCR). Track status at Dashboard → Compliance → SMS Compliance. See Compliance for the full flow.