What you'll configure
Phone-number routing controls how inbound voice calls reach the team. SMS for the same number appears in Conversations and follows messaging permissions and eligibility; it is not forwarded by the voice routing target list.
Before you begin
- Connect or import at least one Twilio phone number.
- Activate the Users and create the Teams that may receive calls.
- Decide whether calls should ring the Web App, Mobile App, a direct phone number, or a combination.
Configure a number
- Open Settings > Communications > Phone Numbers.
- Find the number and open Configure Number.
- Give it a clear Friendly Name.
- Under Routing Targets, select the surfaces that should receive inbound calls: Web App, Mobile App (PSTN Middleman), and/or Phone Number (Direct).
- Under Simultaneous Ring, choose the active Users and Teams that should ring first.
- Optionally add an External Phone Number for forwarding when nobody answers in the app. Use a complete E.164 destination such as
+18015550100. - Review the outbound caller ID and the displayed business phone fallback.
- Keep Voicemail selected under Backup & Failover and enter the greeting callers should hear. Voice AI is not currently selectable.
- Select Save Changes, reopen the number, and confirm the saved recipients and targets are still selected.
How to verify safely
Configuration evidence is the saved number, selected targets, Users/Teams, and voicemail settings. A live carrier test should be performed only by an authorized person using approved numbers after provider setup is complete. This article was verified without placing a call or sending a message.
The onboarding completion indicator is a separate saved-assignment check. If the current routing is visibly saved but the onboarding step remains open, do not repeatedly change live routing. Record the number's friendly name and selected recipients, then ask support to reconcile the onboarding state.
If you get stuck
- No numbers appear: connect Twilio and import or buy a number before routing it.
- A User is missing: confirm the User is active.
- The browser does not ring: confirm the User is selected, Web App is a target, the phone device is ready, and the browser has not blocked required permissions.
- Direct forwarding fails: validate the external destination and provider/account readiness.
- Calls reach voicemail immediately: confirm at least one reachable User/Team and review the selected targets before changing the greeting.