Phone Number Configuration Options

Every number has its own configuration panel where you control how it handles incoming calls. Get here from Settings > Phone System > Phone Numbers, click the ⋮ menu beside the number, then Edit Configuration.

Basic details

• Friendly name — label the number for internal reference (e.g., "Main Sales Line") so your team can tell numbers apart at a glance.
• Ring destinations — choose where calls ring: the web app, the mobile app, a specific phone number, or a connected VoIP desk phone.
• Call recording — turn recording on or off, and configure the disclosure message played to callers where required by law.

Call forwarding & routing priority

The Call Forwarding tab lets you set up a fallback chain for inbound calls, in priority order:

1. Team member(s) — ring one person, or ring up to 6 people simultaneously.
2. External number — forward to an outside phone number if no one answers internally.
3. Voice AI or voicemail — hand off to an AI assistant or send the caller to voicemail as the final fallback.

You also set the incoming call timeout — how long the number rings before moving to the next step in that chain (15–20 seconds is a reasonable default: long enough to answer, short enough that callers aren't left hanging).

Advanced options

• Whisper message — play a short message to your team member before connecting the call, so they know which line or campaign it came in on.
• Call Connect — require the person answering to press a key before the call connects, which helps prevent voicemail systems from picking up misrouted calls.
• Caller ID display — choose whether your team sees the number the caller dialed or the caller's own number.
• Outbound caller ID — use a verified number instead of the default when placing outbound calls.

Using a number you already own to place calls

You don't have to buy a dedicated number to start making calls — you can place outbound calls that show a phone number you already personally own as the caller ID.

1. Go to Settings > Phone System and choose to use an existing number.
2. Enter the number you own.
3. Verify ownership — typically by answering a verification call and entering a code.
4. Open the dialer, select that number as your calling source, and place calls as usual.

Per-minute call charges still apply even though there's no number purchase fee — this is mainly a way to start calling immediately while you decide on a longer-term number strategy.

Security note: changing a user's phone number

Because a phone number is often used to verify identity, updating the phone number on a user's profile requires two-factor confirmation — a code sent to their verified email, their currently verified phone, or generated by an authenticator app. This applies whether the user updates it themselves or an admin updates it for them, and it's a deliberate safeguard against account takeover. A daily limit on how many times a phone/email can be changed helps prevent abuse of this process.