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You buy and set up numbers in the dashboard, in the Numbers tab. Each number has two independent settings: This lets one number carry two different conversations. A typical case: a “Reminders” agent calls patients from the reception number, and when a patient rings back, the “Reception” agent picks up and can reschedule.

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The agent that answers

With one agent, a number you buy goes straight to it, and the purchase window shows Call +48… now. With several agents the purchase window asks which one should answer. You can also leave it for later: a number without an agent answers callers with a busy tone, so in the Numbers tab it carries an Attach to an agent button. You can change the agent at any time: in the Numbers tab or in the agent editor, under Settings, in the Phone number card.
A number and its activation are paid from the account balance. The purchase window shows the amount and your balance before it asks for the subscriber details; when the balance falls short, Top up takes you to the payment and back to the same number.
The agent that answers a number also dials from it by default. With one agent per number there is nothing else to set.

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The agents that dial from a number

There are two places, and both save the same thing:
  • Numbers → the outgoing-call icon next to the number → tick the agents that should dial from it.
  • Agent editor → Settings → Phone number card → the Dials from number field.
Rules:
  • An agent dials from one number. Picking a new one takes it off the previous one.
  • An agent with no number picked dials from the number it answers. The Dials from number column then shows it with “(default)”.
  • The outbound number applies everywhere: test calls, campaigns, calls placed through the API, the agent’s SMS and call transfers.
  • A number still waiting for the carrier’s review carries no traffic yet, so an agent cannot dial from it.
  • Releasing a number removes both settings.

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When a contact rings back

If someone calls your number and one of your agents called them within the last 72 hours, the answering agent gets a short note:
  • which agent called and how long ago,
  • the contact data of that call, that is the template variables it was started with (for example a name, a service, an appointment time),
  • how that call ended, if the agent recorded an outcome.
The agent therefore knows what the call was about and does not start cold. It is also told to confirm who it is speaking with before sharing details: a phone number alone does not prove who is on the line. The note is created automatically, with no configuration, for every answering agent. What counts is the organization’s latest outbound call to that number, whichever number the agent dialled from. Calls deleted from the history are not used.
Do not want the answering agent to get this note? Write to support and we will turn it off for the agent you name.