This is a step-by-step tutorial on how to configure phone numbers for your clients. We will go over both US and international numbers scenarios.

Creation Date: Mar 07, 2025

Created By: Marko S

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1. Navigate to Branding Configurations

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2. Click on Phone Numbers

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3. This is where you will be able to assign phone numbers to your subaccounts.

This can be done through their admin dashboard of course if you want them to get numbers (For international numbers check steps 15,16 and 17).

You can also import your own Twilio numbers as well. This way you can assign numbers easily to your subaccounts.

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4. This is what it will look like in your client's dashboard if they want to reserve a number.

As mentioned in the step above, they can reserve the number on their own through their dashboard if that is a part of your flow. If you want to onboard your clients, you can continue the phone reservation through your admin dashboard. Let's do that now. (check steps 15,16,17 for international numbers).

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5. Let's find the client you want to assign the number to.

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6. This is going to be the list of all your active accounts.

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7. Click on Assign standalone number to get them a number.

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8. We offer specific location based numbers so your clients can get local numbers.

You can use these numbers as their main business number or as a redirect number so the AI can pick up the phone when their main number is called.

Important note: If you use this number as a forwarding number, there are multiple ways to reroute calls, allowing you to offer flexible service options to your clients.

You can configure the AI to pick up calls based on different conditions, such as:
✅ After-hours & Weekends – The AI handles calls when the business is closed.
✅ Overflow Handling – If the front desk is overwhelmed, the AI can pick up after a set number of rings or a specific time (e.g., after 3 rings or 20 seconds).
✅ 24/7 Availability – Offer a fully automated AI-powered answering service at all times.

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9. Choose the country you need the numbers for.

Important note: If you've signed up for the program and you don't see the numbers in the list, please contact us directly through your admin dashboard and we will assist you in obtaining the numbers through the Twilio verification bundle!

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10. Get Your Favorite Number

We now also give you an option to further customize the number. You can request a number from a specific area code. If they are available you can get them from here.

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11. Type the area code you are interested in.

Numbers will appear if they are available for the area code you chose.

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12. We also give you an option to just choose a random number if you don't need a specific area code number.

This is mostly when you use our number as a forwarding number.

Important note: When you use any of our texting workflows, the texts are sent from the number that we provide. Have that in mind when choosing a number!

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13. This is where you will see the number has been assigned.

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14. If you've added a new receptionist, you can always refresh to be on the save side that all receptionists are appearing in the list.

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15. International numbers!

It is important to note that Twilio requires a verification bundle for international numbers. You'll need to complete the necessary information and request a number directly from them. The verification process typically takes 2-3 business days. Unfortunately, this is beyond our control, as it ensures that all assigned numbers are linked to verified businesses.

Important Note: Once you get this sorted out, you will be able to get numbers for all your clients moving forward. We made sure that you don't have to do this for every account again and again if done through your admin dashboard. More about this in the next step.

Once you provide all the information, click on Next.

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16. IMPORTANT NOTE --> International Numbers!

There are two ways to assign international numbers:

1. Client-Level Assignment (Per-Client Approach)

You can assign international numbers directly from your client’s dashboard. However, each time you need a new international number for a client, you’ll have to go through Twilio’s verification bundle again and wait for approval.

2. Agency-Level Assignment (Admin Dashboard Approach)

Alternatively, you can obtain numbers at the agency level through your admin dashboard. This requires you to complete Twilio’s verification process once, after which you can assign numbers to your clients within the same country without additional verification. This approach helps streamline the process and reduces your wait times with Twilio.

17. Submit all the information required.

Here is what Twilio considers in order to approve your bundle:

• All documents within the bundle meet the requirements listed in our regulatory guideline pages.
• Documents are legible, clearly readable, unredacted and valid (not expired).
• Documents have to reflect the current/updated details of the business/individual.
• Information required by the regulatory guideline pages is provided in the correct bundle fields.

Here is the link to Twilio's guidelines on documents submission: Twilio guidelines

Please go through it before submitting any documents to avoid further delays.

Here are the regulations you can check; on a per country bases: regulatory guideline pages

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