Each business can have its own phone numbers. Texts to and from them land in the Conversations inbox. Numbers are billed monthly to the agency (the rate is in Admin → Pricing).
Before the first number, an agency owner or admin accepts the texting and calling acceptable-use policy once (Settings → Business app texting). Clients can add numbers themselves only when the agency switches Phone numbers on for that client; agency people always can.
Get a number
Settings → Phone & texting → Get a number: search by a 3-digit area code or a city, then pick one. The first number becomes the main number (texts from automations and the inbox go from it unless a step picks another).
Each number has:
- a name ("Main line", "Google Ads");
- an optional marketing source: people who text a tracking number for the first time become contacts with that source;
- whether it texts: off until the texting registration is approved, then on by itself.
- who it's assigned to: one team member (calls ring only them and its texts are assigned to them in Conversations) or a group (a ring list). Set it in the number's call flow.
A number belongs to one business at a time.
Bring your number (porting)
Bring a number: enter the number(s), the current phone company, the account number and PIN, the account holder's name and the service address exactly as on the phone bill, and upload a recent bill. Then type your name and tick the box to sign the letter of authorization (the time and your IP are kept as the signature).
The number shows Transferring until the phone company finishes, usually 1–2 weeks. You'll see the transfer date once it's set. If the phone company refuses, it says why in plain words with the fix (for example "The account PIN doesn't match…"). When it's done, the number works in the business app and you're told.
Release a number
Release keeps the number for 30 days first (it may be printed on a van): press Keep the number any time before. After 30 days it's taken off texting and given back. Releasing the main number makes another live number the main one.
To make an existing landline textable while its calls stay where they are, see Text-enable a landline. Calls to the business's numbers, and where they ring, are in Calls and Where calls go.