Moving Phone Numbers: Migration Guide

Overview

This guide explains how to move an existing phone number to the correct place within your CRM to ensure your calls and SMS continue to function correctly. The process is managed by CRM Support, who coordinates the migration from start to finish. You no longer need to contact external carrier support directly.

Use the information below to identify your specific situation, gather the required information, and submit a support ticket.

Before You Begin: What You'll Need

Before opening a support ticket, please gather the necessary information. The required details depend on the phone number's country and the type of move.

• For US Numbers: You will need the relevant Twilio Account SID (the "gaining" SID when moving into Twilio, or the "losing" SID when moving out of Twilio), the destination sub-account ID within the CRM, and the phone number(s) you wish to move.
• For International Numbers: You will need the Regulatory Bundle SID, the Address SID, and the phone number(s) including the country code.

Migration Cases

Case 1: Moving a Number from the CRM to Your Own Twilio Account

Use this process when you want to transfer a phone number currently managed by the CRM to a separate Twilio account you control.

For US numbers, provide the "gaining" Twilio Account SID, the destination sub-account ID (if applicable), and the phone number(s). For international numbers, provide the Regulatory Bundle SID and Address SID instead of the Account SID, plus the phone number(s). Open a CRM Support ticket with these details and your preferred time for the cutover. Our team will coordinate the migration and confirm once the number is active on your Twilio account.

Case 2: Moving a Number from Your Twilio Account into the CRM

Use this process to bring a phone number from your existing Twilio account under the management of the CRM.

For US numbers, provide the "losing" Twilio Account SID, the destination sub-account ID within the CRM, and the phone number(s). For international numbers, provide the Regulatory Bundle SID and Address SID instead of the Account SID, plus the phone number(s). Submit a CRM Support ticket with this information and your preferred cutover window. Our support team will handle the transfer and notify you when it is complete.

Case 3: Moving a Number Between Sub-Accounts in Different Agencies

This process is for transferring a phone number from a sub-account in one CRM agency to a sub-account in a completely different CRM agency.

Provide the relevant Twilio Account SID (for US numbers) or Regulatory Bundle SID and Address SID (for international numbers), the destination agency and sub-account ID, and the phone number(s). Open a support ticket with these details and your preferred schedule. CRM Support will coordinate the move between agencies and confirm when the number is active in its new location.

Important Note: Cases 1, 2, and 3 (moving between the CRM and Twilio, or between different agencies) follow the same fundamental process. You simply need to provide the correct identifiers as outlined above.

Case 4: Moving a Number Between Sub-Accounts in the Same Agency

If you need to transfer a phone number between two sub-accounts that exist within the same CRM agency, you can often use the built-in tool.

Navigate to Settings > Phone Integration and use the "Move Numbers" tool. This tool allows you to select the source number(s), choose the destination sub-account, and complete the transfer. It supports moves between CRM-managed numbers and transfers involving Twilio-connected sub-accounts under the same Twilio master account. If you encounter an error, such as a mismatched Twilio master or missing regulatory information, please contact CRM Support with the source and destination location IDs for assistance.

Case 5: Porting a Number from a Non-Twilio Carrier into the CRM

Use this process if your phone number is currently with a carrier other than Twilio and you want it to be managed within the CRM.

Gather the phone number(s) and any required carrier documentation. Then, open a CRM Support ticket with your desired cutover window. Our team will manage the entire porting process with the carrier and notify you when the number is ready for testing in your CRM sub-account.

Frequently Asked Questions

Will my contacts, past conversations, or analytics data move with the number?

No. The migration process only transfers the ownership and routing of the phone number. Any historical data, such as contact records, text message history, or call analytics, will not be moved. Be sure to export and download any data you wish to keep before the cutover occurs.

Do past call recordings and voicemails migrate?

No. Historical call recordings and voicemails are not transferred. Only new calls and voicemails that occur after the migration will be associated with the number in its new location. Download any historical recordings you need to retain prior to the move.

Do A2P 10DLC or Toll-Free message approvals transfer automatically?

Not always. After the number has been moved, you should verify that it is correctly associated with the appropriate brand and campaign registrations for A2P messaging, or that Toll-Free messaging is properly configured.