How to Assign Twilio Phone Numbers to Users

Modified on: Tue, 23 Jul, 2024 at 7:44 AM

Step 1: After purchasing a Twilio phone number, here’s how to assign a dedicated Twilio number to each user:

Navigate to Settings > Phone Numbers and click on Add Number.

Step 2: After purchasing the number for the user, go to My Staff > Team Management and click on Edit next to the user you want to assign the number to.

Step 3: Expand the Call & Voicemail Settings section.

Step 4: Click on the dropdown to Select Twilio Number

Choose the number you purchased for the user.

Note: You can assign only one Twilio number to a user. Once the Twilio number is assigned, all calls made to that number will be routed to the assigned user’s phone, even if the contact is associated with a different user.

Step 5: To utilize the assigned Twilio number for initiating calls and SMS, you can add a Workflow Action: Assign to User. This will ensure the contact is assigned to the user.

Once the contact is assigned, all calls and SMS sent to the contact will use the Twilio number assigned to that user.

Step 6: You can utilize the following custom values in your workflow when sending SMS or email:

• User > Twilio Phone: {{user.twilio_phone_number}}

• User > Twilio Phone (raw format): {{user.twilio_phone_number_raw}}

These custom values allow you to reference the assigned Twilio number for the user directly in your workflows.

Frequently Asked Questions

How to send from the user-assigned Twilio number for manual SMS?

If you’ve assigned a Twilio number to a user, but the SMS is still being sent from the default Twilio number instead of the one assigned to the user, please ensure that you are logged in as the user when testing the SMS.

When sending an SMS, the system will always use the user who is logged in as the sender, even if the contact is assigned to someone else. This is because the logged-in user might be addressing the contact differently or in a separate context, and they would want replies to come to their personal Twilio number.

If the user doesn’t have a Twilio number assigned, the system will revert to using the default Twilio number for the location.

How to use the phone assignment feature for SMS/Voice-capable Twilio number setup?

To use the phone assignment feature specifically for SMS or Voice-capable Twilio numbers, ensure that the Twilio number assigned to the user is capable of handling both SMS and Voice. You can configure this under the user’s settings where you assign the Twilio number to ensure that it is used for both incoming and outgoing communications.