Phone System/A2P registration
Configuring Sender ID and Opt-Out Language for SMS Compliance
Regulatory Bundle and Address Creation for Sub-Accounts
LC - Phone Messaging Policy
How to Fix Bad Call Quality
Phone System: Call Scripts
Move Numbers From One Twilio Account To Another
Deleting / Resetting a Twilio Number
How to restore a deleted Twilio number
Import Existing Twilio Numbers
Enable Your Landline For Text Messages
Porting your telephone number (non-Twilio number) to a location
Recommendations and Best Practices for Maintaining a Positive Caller Reputation
Moving numbers out of an LC Phone Sub-account to the client's own Twilio account
Phone Number Settings Explained
Ring Incoming call to multiple users
Why are my Calls marked as Spam, and how can I avoid it (LC Phone)
Call Status Workflow Trigger Setup
Outbound Calls / Softphone - How It Works
How To Reduce 'Spam Likely' by Registering your Numbers on Free Caller Registry
How to Set Up Call Tracking (Number Pool)
Phone Call Redirect Loop
How to check logs for a specific Call in Twilio
Call Events Not Working for Twilio
Geo Permissions Issues with Twilio
Purchase Twilio Number - "Please Select Bundle/Address to Purchase Number"
Troubleshooting when Conversations are glitching
Incoming or inbound SMS message showing as calls / not showing at all
An error has occurred. Please try again. Error message: The From phone number is not a valid, SMS-capable inbound phone number or short code for your account.
SMS still coming from old Twilio number when I got a new one?
Incoming SMS only shows up in Conversation / not forwarding to the forwarding number
A2P 10DLC Brand Approval Best Practices
SMS Not Sending / Delivering to Contacts
Message throughput (MPS) and Trust Scores for A2P 10DLC in the US
List of campaign use case types for A2P 10DLC registration
How to submit a Campaign ?
LC Phone System Trust Center
A2P 10DLC Campaign Vetting FAQ
How to Set Up Verified Caller ID (Use your number for Voice Calls)
Understanding Default Preferences for New Sub-Accounts
How to Purchase a Phone Number in a Sub-Account
How to use Custom CSS to hide the Twilio error banner
Setting up webhooks to receive incoming calls, messages and status updates for calls (for Twilio users)
Call Forwarding to Your CRM Phone Number
Number Intelligence - Number Validation, Spam Detection, and Unknown Caller
How to use the client's own Twilio account for the location?
Forbidden message categories for SMS and MMS in the US and Canada
LC Phone System Trust Center
Unregistered 10DLC Message Fees Will Increase; Register Numbers by June 1, 2023 to Avoid Higher Unregistered Messaging Fees
Unregistered 10DLC Message Fees Will Increase; Register Numbers by June 1, 2023 to Avoid Higher Unregistered Messaging Fees
What is A2P 10DLC
Important Notice: Verify Your Sole Proprietor Brands OTP
List of campaign use case types for A2P 10DLC registration
Pricing and Fees for the A2P 10DLC Service
A2P Sole Proprietor Brands Registration is Now Live
A2P 10DLC Brand Approval Best Practices
Terms and Conditions Guidelines for A2P
Inbound Call Routing - Explained
When a contact calls one of your business phone numbers, the CRM uses a specific set of rules to determine where to route the call. The destination depends on factors like whether the phone number is
Create a Custom Audio File for Voicemail and Voicemail Drops
What Is a Custom Voicemail? Your CRM includes pre-recorded messages and text-to-speech capabilities, but you can also upload your own audio files for use as voicemail greetings or voicemail drops. A v
Setting Up Voicemail for Your Business and Users
Introduction Your CRM allows you to configure voicemail greetings for your business as a whole or for individual users. This guide explains how to upload voicemail files, adjust timeout settings, and
How to Assign a Dedicated CRM Phone Number to a User
Overview This article explains how to assign a dedicated CRM phone number to a specific user in your account. When a number is assigned to a user, all incoming calls to that number will be directed to
Setting Up Twilio Rebilling for Clients Using Their Own Accounts
Overview This guide explains how to configure Twilio rebilling for clients who wish to use their own Twilio accounts within your CRM platform. By following these steps, you can transfer their phone nu
Setting Up Phone Cost Rebilling for Your Clients
Understanding Phone Cost Rebilling Phone cost rebilling is a feature that allows your agency to automatically charge your clients for their phone system usage within the CRM. This automates the billin
Setting Up Twilio Rebilling for Clients Previously Sharing Credentials
About Twilio Rebilling for Shared Credentials This guide explains how to configure Twilio rebilling for clients who were previously using the same Twilio SID and Auth Token as other clients in your ag
Understanding and Using Call Connect for Precise Call Tracking
What is Call Connect? Call Connect is a feature within your CRM's phone system designed to verify that a live conversation occurs before a call is logged as successfully connected. When a contact answ
Understanding SMS Error 21610: Recipient Unsubscribed (STOP)
Overview When sending SMS or MMS messages through your CRM, you might receive an error indicating that a message could not be delivered because the recipient is unsubscribed. This error, often labeled
How to Calculate SMS and MMS Costs
Overview This guide explains how to estimate the cost of sending SMS and MMS messages through your CRM. Understanding these costs helps you budget effectively and optimize your messaging strategy. Wha
Why Your Phone Number Is Suspended
If you are seeing an error message in your CRM's phone number settings, such as "Failed to retrieve Phone Numbers" or "Unauthorized," it indicates that the underlying service provider has suspended yo
Building an Interactive Voice Response (IVR) System
What is an IVR System? An Interactive Voice Response (IVR) system is an automated telephony technology that allows incoming callers to interact with your business through keypad inputs or voice comman
How to Connect a CRM Phone Number to a WhatsApp Business Account
Overview You can use a phone number purchased through your CRM as your official WhatsApp Business number, eliminating the need for a separate phone line. This guide will walk you through the process o
Missed Call WhatsApp Back — Overview & Setup
The Missed Call WhatsApp Back feature automatically sends a WhatsApp message to contacts when their call goes unanswered. This helps your team reconnect with leads quickly using a channel that often h
Configuring In-App IVR Call Routing
What is In-App IVR Call Routing? Previously, IVR calls could only be routed to external phone numbers. Now, you can route IVR calls directly to staff members through either their mobile phone number o
Understanding and Monitoring SMS Sending Restrictions
The SMS Restriction History is a log within your CRM that provides a clear record of any warnings or temporary blocks placed on your sub-account's ability to send text messages. This tool is essential
Porting Phone Numbers to Your CRM Location
This guide explains how to transfer your existing phone number from another carrier to your CRM location (sub-account). You'll learn about the required documentation, how to submit a port request, and
Purchasing a Twilio Number in Your Connected Account for Use in CRM
If you have connected your own Twilio account to your CRM platform, any phone numbers you buy directly through the Twilio console can be automatically synced to your CRM location. This article explain
Troubleshoot SMS Using Your Twilio Messaging Logs
When you connect your own Twilio account to the CRM, you can use Twilio's built-in messaging logs to investigate SMS delivery issues. If a text message fails to send, is delayed, or behaves unexpected
What is the Native Phone System?
The Native Phone System is the CRM's integrated telephony service that allows you to send SMS messages and make phone calls directly from the platform. This built-in system eliminates the need for a s
Toll-Free Number Verification Guide for US and Canada SMS
What Is Toll-Free Number Verification? Toll-free numbers (such as those beginning with 800, 888, or 877) are widely used by businesses for messaging. Verification is a mandatory process where you regi
Phone System Pricing & Billing Guide
Overview This guide explains the complete pricing structure for the CRM's built-in Phone System. It covers costs for phone number rental, SMS and MMS messaging, voice calls, carrier pass-through fees,
Configuring Phone Number Settings
Overview of Phone Number Configuration Each phone number in your CRM can be customized with specific settings that control how it handles both incoming and outgoing calls. These configurations help op
A2P 10DLC Campaign Approval Best Practices
To ensure your A2P 10DLC campaign is approved on the first attempt, follow the guidelines below. They cover the key requirements for data, consent, and message content that carriers and third-party ve
Understanding Number Hosting for Your CRM Phone Numbers
Overview Number Hosting (also known as Hosted SMS or Hosted Messaging) is a feature that lets you use your existing phone numbers for SMS and MMS within your CRM, without having to transfer the number
Requesting a Phone Number Not Currently Available
Overview Sometimes the specific phone number or country code you need for your CRM may not be listed as available for purchase directly within the platform. This guide explains how you can request suc
How to Disable the CRM Phone System for a Subaccount
Overview This guide explains how to disable the built-in CRM Phone System for a specific subaccount (also known as a location) so you can use your own Twilio account for telephony services. Following
Understanding and Preventing SMS Carrier Filtering (Error 30007)
Overview Error 30007, known as carrier filtering, indicates that an SMS message you sent was blocked by a mobile carrier. This typically happens when a message is flagged as unwanted, spam-like, or no
Setting Up Automated SMS Replies for Missed Calls
What Is the Missed Call Text Back Feature? The Missed Call Text Back feature automatically sends an SMS message to a contact when you miss their inbound call. This immediate acknowledgment helps set e
Transferring Phone Numbers Between Services
This article explains the process for transferring phone numbers between different service providers or between separate accounts within your CRM. The process is managed entirely by CRM Support, elimi
Moving US Numbers from Twilio to CRM
Overview This guide outlines the process for transferring US local and toll-free phone numbers from Twilio into your CRM Phone sub-account. This migration ensures that your SMS and voice capabilities
International SMS Compliance: UK & Turkey Regulations
Overview This article details two important international SMS compliance regulations that impact users sending messages to the United Kingdom or Turkey. These rules apply to accounts using the CRM's b
A2P 10DLC Campaign Use Case Types
What Are Campaign Use Case Types? Campaign use case types define the specific purpose of your SMS or MMS messages. When registering an A2P 10DLC campaign in your CRM, you must select a use case that a
A2P 10DLC Brand Registration Best Practices
Understanding A2P Brand Registration When you register your A2P Brand using your Business Profile, the CRM submits your business details to The Campaign Registry for evaluation. This process determine
Why SMS Messages in Mexico May Display a Different Sender Number
Overview When sending SMS messages to recipients in Mexico, you may notice that the number displayed on the recipient's device does not match the number listed in your CRM's Phone Numbers tab. This is
Understanding Messaging Analytics for Your Phone System
Introduction to Messaging Analytics Messaging Analytics is a reporting feature built into your CRM's phone system. It provides a comprehensive view of your SMS and MMS activity, allowing you to monito
Understanding UK Know Your Customer (KYC) Requirements
What is Know Your Customer (KYC)? Know Your Customer (KYC) is a verification process used to confirm the identity of individuals and businesses. Originally developed in the financial sector, KYC helps
Setting Up Twilio Webhooks for Incoming Calls, Messages, and Status Updates
Introduction If you use Twilio as your phone service provider with your CRM, you need to configure webhooks to ensure that incoming calls, text messages, and call status updates are properly received
How to Enable Call Transcription for Recorded Calls
About Call Transcription Call transcription is a feature that automatically converts your recorded inbound and outbound phone calls into written text. This tool makes it simple to review conversation
Configuring Ring Incoming Call to Multiple Users
What Is Ring Incoming Call to Multiple Users? The Ring Incoming Call to Multiple Users feature allows you to route incoming calls to a specific phone number to multiple team members simultaneously. Th
Best Practices for Maintaining a Positive Caller Reputation
Why Caller Reputation Matters In today's telephony environment, carriers and analytics services are increasingly vigilant about protecting consumers from unwanted calls. If your business calls are fla
A2P Campaign Registration: Complete Guide
About A2P Campaign Registration After your brand registration is approved as part of the A2P 10DLC setup, the next required step is to register a campaign associated with that brand. This step is mand
How to Configure SMS Compliance Settings
What Are SMS Compliance Settings? SMS Compliance Settings help ensure your text messages meet carrier requirements by automatically adding sender identification and opt-out instructions when they are
How to Remove a Phone Number from WhatsApp Coexistence
Removing a Phone Number from WhatsApp Coexistence When a phone number is connected to WhatsApp Coexistence, the option to disable the feature might not appear directly within the sub-account settings.
Understanding A2P Requirements for Canadian 10DLC Phone Numbers
To ensure your text messages are delivered, it's important to understand the registration requirements for Canadian 10DLC long code phone numbers in your CRM. These rules are based on where you are se
Troubleshooting WhatsApp Number Verification on Sub-Accounts
Resolving OTP Delivery Issues for WhatsApp Number Verification If you are attempting to verify a phone number for WhatsApp Business API use on a sub-account and not receiving the One-Time Password (OT
Resolving Stuck International Number Migrations from Twilio
Overview If you have initiated a migration of international phone numbers from Twilio to the CRM's phone system and the process appears to be stuck, this guide will help you complete the transfer manu
Organize Voice AI Actions by Call Timing
Overview Voice AI now separates actions into two distinct categories: those that occur during an active call and those that execute after the call concludes. This organization helps you precisely cont
Understanding Inbound Call Rate Limits
About Inbound Call Rate Limits To ensure the stability and performance of the CRM's voice services for all users, inbound call rate limits are applied to most phone numbers. These limits help prevent
Resolving WhatsApp Business Platform Eligibility Errors
Understanding the Eligibility Error When attempting to connect a phone number to the WhatsApp Business Platform through your CRM, you might encounter an error stating that your number isn't eligible.
Connecting Physical VoIP Deskphones to Your CRM
Overview Integrate your physical VoIP deskphone directly with your CRM to manage calls using your preferred hardware. This integration provides seamless inbound and outbound calling, call recording, t
Enhanced Number Pool Management for Visitor Activity Tracking
What is Enhanced Number Pool Management? Enhanced Number Pool Management provides a refined set of tools for handling phone numbers within your CRM's visitor tracking system. These improvements empowe
CRM Phone System - Error Code and Warning Dictionary
What is the CRM Phone System Error Code and Warning Dictionary? The CRM Phone System generates specific error codes and warnings when messaging actions fail. These codes help identify the root causes
Improve Your Phone Number's Reputation with Voice Integrity
What is Voice Integrity? Voice Integrity is a feature that helps improve the reputation of your U.S. phone numbers by registering them with major caller-ID analytics providers. This process helps clea
Understanding and Using the Messaging Ramp Progress Card
What Is the Messaging Ramp Progress Card? The Messaging Ramp Progress Card is a tool within your CRM that helps you monitor and upgrade your SMS messaging limits. It visualizes your current position i
Identity Verification for Phone Number Purchases (US/CA/PR/IL)
About Identity Verification To maintain platform compliance and reduce spam, our CRM requires identity verification when purchasing phone numbers with country codes +1 (United States, Canada, Puerto R
Using the CRM Phone Dialer
Overview of the Phone Dialer The CRM Phone Dialer is a built-in tool that provides a fast and efficient way to manage calls directly from your web browser. It consolidates dialing, call transfers, and
Why You Can't Delete a Twilio Subaccount from Your CRM
Overview If you are trying to delete a Twilio subaccount from your CRM and the option is unavailable, this article explains the reason and the steps you need to take. Deletion is Not Managed by the CR
Using Local Presence Dialing to Improve Call Answer Rates
What is Local Presence Dialing? Local Presence Dialing is a feature that automatically selects the most appropriate outbound caller ID from your available phone numbers based on the area code of the c
Why Isn't My Business Name Displaying After CNAM Registration?
Understanding CNAM and Its Limitations CNAM (Caller ID Name) is a technology that enables the display of a caller's registered name alongside their phone number on recipient devices. Instead of just s
Setting Up an Authorized Representative for Your Business Profile
About the Authorized Representative An Authorized Representative is the designated individual who can officially verify and speak on behalf of your business during compliance processes, such as A2P 10
Texas SMS Safeguard – One-Toggle Compliance for SB 140
Understanding the Texas SMS Safeguard This guide explains the Texas SMS Safeguard, a feature designed to help users of this CRM platform comply with Texas SB 140. This law expands telemarketing regula
Increasing Your SMS Messaging Limits
Understanding Messaging Limits Messaging limits help maintain system stability, ensure compliance with carrier regulations, and protect your message deliverability rates. Without proper controls, high
Understanding SHAKEN/STIR for Caller ID Authentication
What is SHAKEN/STIR? SHAKEN/STIR is a security framework designed to authenticate and verify the legitimacy of caller ID information. It uses digital certificates to confirm your ownership of a phone
Understanding CNAM (Caller Name Presentation)
What is CNAM? CNAM, or Caller Name Presentation, is a feature within the U.S. telephone network that links your phone number to a specific business or personal name. When you place outgoing calls, thi
Resolving WhatsApp Onboarding Payment Method Conflict
About the Payment Method Conflict Error If you receive the error message "Please create a new WhatsApp Business Account since a payment method already exists for the current WhatsApp Business Account"
Voice AI Outbound Calling Compliance Requirements
Understanding Voice AI Outbound Calling Compliance Voice AI outbound calling enables businesses to connect with contacts using artificial intelligence to conduct phone conversations. To ensure respons
Configure Automatic Compliance Updates for SMS/MMS Messages
Maintaining regulatory compliance for SMS and MMS messaging can be challenging, particularly when managing multiple ongoing conversations. This guide explains how to set up automatic periodic updates
Understanding Voicemail Drop
What is Voicemail Drop? Voicemail Drop is an automation tool within your CRM that lets you automatically deliver a pre-recorded message to a contact's voicemail. Instead of waiting to record a message
KYC Verification Best Practices
Overview KYC (Know Your Customer) verification is a critical process for confirming user identities, helping to maintain security and compliance within the CRM. This article outlines best practices fo
Stripe Processing Markup Removed from Phone System Charges
What Changed The CRM platform has eliminated the 5% Stripe processing markup previously applied to Phone System usage charges. Effective October 1, 2025, all Phone System fees now reflect the exact ca
Custom Dispositions for Voice Calls
What Are Custom Dispositions? Custom Dispositions allow agents or automated dialers to select a predefined outcome—such as Follow Up, Appointment Scheduled, or Not Interested—right after completing a
Resolving the "This number is registered to an existing WhatsApp account" Error
Understanding the Error You may see the message "This number is registered to an existing WhatsApp account" when trying to onboard a phone number for WhatsApp in your CRM. This occurs because a single
Resolving "This phone number is already registered to a WhatsApp account" Error
Understanding the Error This error message appears when you attempt to onboard a phone number for WhatsApp Business that is currently associated with an existing WhatsApp account. Each phone number ca
Preventing Call Loops When Routing to Internal Numbers
Overview Your CRM is designed to offer powerful flexibility for managing phone communications. You can use a phone number purchased within the CRM across your entire account, including as your main bu
How to Reduce Inbound Spam Calls
Introduction Inbound spam calls can disrupt your team's productivity, increase your call volume with unwanted interruptions, and consume valuable time. This article outlines a multi-layered strategy u
Inbound Call Routing and Handling Explained
Understanding Inbound Call Flow When a call comes into your business phone number, the CRM processes it through a series of stages to ensure it is handled appropriately. The system moves through these
Managing the CRM Dialer Window: Auto-Minimize, Pin, and Drag
The CRM's dialer includes features that help you manage calls while working elsewhere in the platform. With auto-minimize, pinning, and the ability to drag the window, you can keep the dialer accessib
Monitoring SMS Performance with Messaging Analytics
Introduction to Messaging Analytics The Messaging Analytics section within your CRM's Phone Settings provides comprehensive insights into your SMS campaign performance. This redesigned dashboard offer
How to Onboard an RCS Sender ID via Twilio
Overview This guide outlines the steps required to register a Rich Communication Services (RCS) Sender ID through your Twilio account and connect it to your CRM. This process is necessary to enable RC
WhatsApp Business API Error #131037 — Display Name Approval Required
About This Error If you encounter error #131037 while trying to send messages through your WhatsApp Business Account in the CRM, it indicates that your phone number's display name has not been approve
Using Your Existing Phone Number for Voice Calls
What Is Calling With Your Existing Phone Number? You can now place outbound voice calls directly from your CRM using a phone number you already own. This feature eliminates the need to purchase a dedi
Understanding Campaign Verify Token Requirements for Political Toll-Free Messaging
For political election campaigns using toll-free numbers for messaging, a new verification credential is now required. Starting February 17, 2026, all political toll-free messaging must be associated
How to Create and Link a Regulatory Bundle for Australian Local Phone Numbers
Overview To comply with updated Australian regulations, all Australian local phone numbers in your CRM must be linked to an approved Regulatory Compliance (RC) Bundle. This bundle is a one-time submis
Voice AI Flexible Outbound Calling Framework
What is the Voice AI Flexible Outbound Calling Framework? The Voice AI Flexible Outbound Calling Framework is an enhancement that provides businesses greater autonomy in managing how outbound AI calli
How to Submit and Track Phone Number Porting Requests
Submitting and Tracking Phone Number Porting Requests Agency Owners and Agency Admins can submit requests to transfer, or "port," eligible US phone numbers from an external carrier directly within the
India Phone Numbers & Voice Calling
Overview You can now purchase and manage local India phone numbers directly within your CRM to establish a local presence and improve customer engagement. This feature is currently in Beta, allowing b
CRM Phone - Inbound Call Routing by Working Hours
What Is Inbound Call Routing by Working Hours? Inbound Call Routing by Working Hours is a feature that ensures calls only ring users during their designated availability periods. When enabled, calls r
Branded Calling: Improve Your Phone Number Reputation
What is Branded Calling? Branded calling helps businesses build trust with recipients by combining authentication, caller identification, and reputation management. This approach moves beyond relying