Phone numbers

Numbers belong to the workspace, not to any one agent. You buy and manage them in workspace settings → Phone numbers, then assign a number so its calls route to a chosen agent.

You do not need a number to test an agent: use a share link instead.

How numbers work

• Numbers are workspace-owned. Buying, releasing, and moving a number between agents are workspace decisions. The cost is charged to the workspace.
• A number is assigned to one agent. Assigning it points incoming calls at that agent. Reassign it later, or unassign it so it routes nowhere.
• Calls reach the published version. The runtime answers on the agent's published version, never your draft.

Buying a number

Open workspace settings → Phone numbers and choose Buy a number.

1. Search. By default the platform finds any available Australian landline. Flip Pick a specific number type to choose something else.
2. Review the cost. The dialog shows the monthly rental before you commit. The price is billed every month from activation until you release the number.
3. Confirm. Confirming orders the number through the carrier and adds it to your workspace pool.

Number types

Payment card required

A phone number is a standing monthly cost, so a saved card is required before you can buy. If the workspace has no card on file, buying is blocked until you add one.

Activation

Limits and requesting more

Each workspace has a phone-number limit. When you reach it, the Buy a number button becomes Request more, which lets you ask the team to raise the cap instead of buying directly.

Assigning a number to an agent

Each number in the Phone numbers list has an Assigned agent column.

1. Pick the target agent from the Assign to agent dropdown on that number's row.
2. Calls to the number now reach that agent's published version.
3. To move the number elsewhere, unassign it (the small X on the row) and pick a different agent. To stop it routing anywhere, just unassign it.

When you assign a number to an agent that has a published version, the workspace is notified that the agent is now reachable on a phone number.

Publish first

Why the agent's Phone section is read-only

An agent's own Phone section lists which numbers route to it, but you cannot buy, release, or assign there. Numbers are workspace-owned and move between agents over time, so they are managed in one place: workspace settings. The section links you there to make changes.

Bringing a number you already advertise

If callers already know one of your numbers, keep it with your current provider and forward its calls to your agent -- see Bring an existing number. Contact the team if you want to transfer the number itself onto the platform.

Releasing a number

Use the release (trash) button on the number's row. Releasing:

• returns the number to the carrier permanently, so it cannot be recovered;
• stops the monthly rental charge to the workspace;
• unassigns it from any agent, so an agent that relied on it goes dark.

If you only want to stop a number reaching a particular agent, unassign it instead of releasing it. Unassigning keeps the number in your pool and keeps the rental running.

Trying an agent without a number

The agent's Share section mints a public demo link anyone can open in a browser, with no number and no sign-in. It is deliberately capped with short calls, a turn limit, and rate limiting. See Share links.

Related

• Bring an existing number
• Agents
• Workspace and members
• Billing
• Calls and analytics