Email and phone

Phone numbers

Business numbers for texts and calls, from us or from your own Twilio account, with their own settings for how calls ring.

#Phone System

Open Settings → Phone System. You can have up to five numbers; one is the default.

#Adding a number

+ Add Number gives two choices:

• A number from us: search by country, type (local, mobile or toll-free), area code or digits, then Proceed to Buy. It's yours alone, in a phone account of your own, and billed monthly.
• Use your own Twilio number: paste your Twilio Account SID and Auth Token (in Settings only, stored encrypted) and pick one of your numbers. Its texts and calls now come here; its old settings are put back if you disconnect it.

#Several numbers

• The default number is the one texts and calls go out from unless you pick another. Change it with ⋯ → Make default.
• In Conversations, From picks the number a text goes out from; Call lets you choose too. A reply goes out from the number the contact used.
• ⋯ → Release number gives a number back (or disconnects your own Twilio number).

#How calls ring

⋯ → Edit Configuration sets everything about one number.

• Name Your Number, like "Main line".
• Calls Go To: your own phone. Incoming calls ring it, showing who's calling.
• Ring Multiple Team members: up to five more phones ring at the same time; whoever answers first gets the call.
• Incoming Call Timeout: how long they ring before the backup (voicemail, Voice AI or nothing) takes over.
• Phone number I see when receiving the call Rolling out: the caller's number, or this business number so you know it's a business call.

#Calling out, Call Connect and recording

• Outgoing Call Timeout Rolling out: how long Call rings a contact before giving up. About 30 seconds stops before their voicemail picks up.
• Call Connect and Whisper Message Rolling out: whoever answers a forwarded call hears the whisper (or who's calling) and presses a key to take it. If a personal voicemail answers instead, nobody presses a key, so the call goes on to your other phones and then to the backup.
• Call Recording records calls in and out; recordings play in the conversation. Play Call Recording Message tells both sides "This call may be recorded". Many places require telling people, so keep it on.

#When nobody answers

Set the Backup decides what happens when nobody answers, or straight away if the number has no forwarding phone:

• Voicemail: your greeting, a beep, and the message lands in Conversations with a player.
• Voice AI: an AI receptionist talks with the caller. See Voice AI.
• Nothing: a short message asking them to text instead; it shows as a missed call.