Assigning a Dedicated Twilio Phone Number to Each User
Navigate to the Settings section of your location account, then select "Phone numbers." From there, click on the option to "Add Number."
After purchasing the number for the user, proceed to the "My Staff" section in your account. From there, access the "Team Management" tab and select the user to whom you wish to assign the number. Edit their profile and assign the purchased number accordingly.
Access the Call & Voicemail Settings to view and adjust the configuration.
Click the dropdown menu to choose a Twilio Number from the available options.
Select the Twilio number that you purchased for the user. Please note that each user can only be assigned one Twilio number.
Once the Twilio number is assigned, all calls made to that number will be forwarded to the user's phone number, even if the contact is assigned to a different user.
To use the assigned Twilio number for making calls and sending SMS, you can add a workflow action called "Assign to the user." This action will assign the contact to the respective user, enabling them to utilize the assigned Twilio number for communication
You can utilize the following custom values in the 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 dynamically include the Twilio phone number associated with the user in your SMS or email communications.
FAQs:
How can I send an SMS for manual messaging from the user-assigned Twilio number?
If you have assigned a Twilio number to a user, but the SMS messages are still being sent from the old default Twilio number instead of the assigned number, please ensure that you are logged in as the user when testing the SMS functionality.
When sending an SMS to a contact, we always use the logged-in user as the sender. This is because even if the contact is assigned to someone else, the user initiating the conversation may have different preferences or a specific approach and would like to receive replies on their own number.
If the user who is logged in does not have a Twilio number assigned to them, we will use the default Twilio number set for the location.
Utilizing the Phone Assignment Feature for SMS/Voice-Capable Twilio Number Setup
Navigate to My Staff > Team management and select the desired user. Then, go to their Edit User Settings and click on Call & Voicemail Settings. From there, you can choose between Voice Capable or SMS Capable options.
Navigate to the Workflows section and select the desired workflow. You can assign users within the workflow by specifying their names or roles. Additionally, you can add Call and SMS actions to define the specific actions and messages to be performed or sent during the workflow.
