Skip to main content Adding Phone Numbers Prerequisites :
Active team subscription
Valid payment method on file
Process :
Navigate to Telephony section
Click “Add” button
Review pricing information
Accept terms and complete purchase
Phone number is instantly available
Basic Configuration Phone Number Name Internal identifier for organizing phone numbers. Not shown to callers or SMS users.
Agent Assignment
Every phone number must be connected to an agent
Agent must be in “Live” status
One agent can handle multiple phone numbers
Agent’s knowledge base, tasks, and behavior apply to both voice and SMS
Service Configuration Each phone number can offer voice calls, SMS messaging, or both.
Calls Service When Enabled :
Inbound calls are answered by your agent
Conversations are transcribed in real-time
Call recordings and transcripts are saved
Configuration :
Enable/disable toggle
Optional monthly minutes limit
SMS Service When Enabled :
Inbound SMS messages are received by your agent
Agent responds via SMS
Multi-turn conversations supported
SMS threads appear in Inbox
Configuration :
Enable/disable toggle
Optional monthly SMS limit
Service Requirements
At least one service must be enabled for phone number to be active
Cannot disable both services while phone number is enabled
Agent must be assigned before enabling any services
Usage Limits Monthly Call Minutes Limit
Set a positive integer or leave empty for unlimited
When limit is reached, calls are no longer answered
Limit resets at beginning of each calendar month
First 60 minutes per month are free (shared across all phone numbers)
Example : Setting 300 minutes means:
First 60 minutes free (shared)
Next 240 minutes charged at standard rates
After 300 total minutes, calls stop until next month
Monthly SMS Limit
Set a positive integer or leave empty for unlimited
When limit is reached, SMS service stops responding
Limit resets at beginning of each calendar month
First 100 SMS per month are free (shared across all phone numbers)
Both incoming and outgoing messages count toward limit
Example : Setting 1000 messages means:
First 100 messages free (shared)
Next 900 messages charged at standard rates
After 1000 total messages, SMS stops until next month
Phone Number Status Disabled
Phone number is configured but not active
Calls and SMS are not answered
No usage charges
Enabled
Phone number is fully active
Calls and SMS are answered and processed
Usage is tracked and billed
Enabling Phone Numbers Prerequisites :
Phone number has a name
Agent is assigned and live
At least one service is enabled
Process :
Toggle status switch to “Enabled”
Phone number becomes immediately active
Disabling Phone Numbers Toggle status to “Disabled” to temporarily deactivate.
Services immediately stop
Configuration is preserved
No usage charges while disabled
Deleting Phone Numbers Requirements :
Phone number must be disabled first
Cannot be undone
Process :
Disable the phone number
Click “Delete” action
Confirm deletion
Note : Phone number is released and may be reassigned to others. Conversation history remains in Inbox.Advanced Configuration Integration with Workflows Inbox : All calls and SMS appear as chat conversationsContacts : Phone numbers link to contact records, caller ID enriches profilesWebhooks : Telephony events trigger webhooksTasks : Agents can execute tasks during calls and SMS conversations
