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Prerequisites: Complete Agent Builder Overview first.
Acquire, manage, and assign phone numbers to your voice agents for inbound calls, outbound calls, and SMS messaging.

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Overview

The phone number management system displays all your acquired numbers in a centralized table, showing key information like carrier details, capabilities, and current assignments. From here, you can purchase new numbers, import existing ones from supported carriers, or configure number assignments for your agents.

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Supported Capabilities

Each phone number displays its available features:
  • Voice: Supports inbound and outbound voice calls
  • SMS: Can send and receive SMS messages
  • MMS: Can send and receive multimedia messages

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Number Types

Available phone numbers include:
  • Local: Area code-specific numbers for regional presence
  • National: Country-wide numbers
  • Mobile: Mobile-style numbers
  • Toll-free: Free-to-call numbers for customer service
Phone numbers table with columns for number, carrier, capabilities, and actions

Phone number table overview

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Quick Start

  1. Navigate to Phone Numbers in the sidebar
  2. View your current phone number inventory
  3. Purchase new numbers or Import from existing carriers
  4. Assign numbers to agents for specific profiles (inbound, outbound, SMS)
  5. Configure regional settings for optimal performance

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Key Concepts

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Agent Profiles

Each agent can be assigned up to three phone numbers:
  • Inbound profile: For receiving incoming calls
  • Outbound profile: For making outgoing calls
  • SMS profile: For text messaging campaigns

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Regional Assignment

For Twilio numbers, you can select regions to minimize latency between servers and call destinations. Choose the region closest to where your agents will be making calls.

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Number Assignment Rules

  • One phone number cannot serve as inbound for multiple agents
  • Same restriction applies to outbound and SMS profiles
  • Once assigned to an agent profile, numbers become unavailable for other usage

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Message History

The Messages tab provides a historical log of all SMS and MMS activity across your phone numbers. This view-only interface displays:
  • Date and time of each message
  • To/From phone numbers
  • Message content sent or received by agents
This is purely for visibility and historical tracking—you cannot respond to messages directly from this interface.

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Troubleshooting

Phone number not receiving calls
  • Verify number is assigned to an agent’s inbound profile
  • Check that agent is published (not in draft mode)
  • Confirm number has Voice capability enabled
  • Test by calling from a different phone
Outbound calls not working
  • Verify number is assigned to agent’s outbound profile
  • Check that agent has outbound configuration set up
  • Confirm number has Voice capability enabled
  • Review BYOC for imported number setup
SMS not sending or receiving
  • Verify number is assigned to agent’s SMS profile
  • Check that number has SMS/MMS capability
  • Ensure Send SMS action is configured in your automations
  • Confirm carrier supports SMS for this number type
Can’t purchase number in desired area code
  • Try adjacent area codes in the same region
  • Use the Refresh button to load new inventory
  • Consider importing from Twilio/Telnyx
  • Contact support for bulk number needs
Common Mistake: Assigning the same number to multiple agent inbound profiles. Each number can only route to ONE agent for inbound calls. Use Transfer nodes if you need routing logic.

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See also