Assigning a Phone Number to a User

Modified on Thu, 25 Jun at 10:26 AM

Give a user a dedicated number so all calls to it route straight to them.

What this covers

This guide outlines how to assign a dedicated phone number to a user. Each user can have only one dedicated number, and all calls to that number route to the assigned user — regardless of who owns the contact.

Steps to assign a phone number

1Add a new phone number
Navigate to Location Settings, select Phone Numbers, then click Add Number to purchase a new number.
2Open the user in Team Management
Go to My Staff, select Team Management, and Edit the user you want to assign the number to.
3Open Call & Voicemail Settings
Expand the Call & Voicemail Settings section.
4Select the phone number
Click the dropdown to select a phone number, then choose the one you purchased for this user.

Important notes

Each user can be assigned only one phone number.
Once assigned, all calls to that number route to the user — even if the contact is assigned to a different user.

Texting & user permissions

If a team member has only "User" permissions, they won't be able to text from both numbers once one number is already assigned to someone else. Only account admins can send texts through both numbers. If you need access to the other number, ask an admin to adjust your user permissions.

Best practice

Assign each frontline user their own dedicated number so inbound calls reach the right person directly, independent of contact ownership.

Watch out for

A dedicated number overrides contact ownership for call routing — double-check the assignment if calls are reaching the wrong person.