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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 such numbers through Twilio, the underlying telephony provider.

How to Request a Number

Step 1: Verify Number Availability with Twilio

First, confirm that Twilio supports phone numbers in your desired country. You can check Twilio's official list of international phone number availability. If the country is supported by Twilio but the specific number is not showing as available in your CRM, you can proceed with a request.

Step 2: Submit a Request via Twilio

If you have confirmed Twilio supports the country, you have two main options:

Purchase Through the Twilio Console: You may be able to buy the number directly from your Twilio account console.
Submit a Private Offering Form: If the number is not available in the console, you should submit a Private Offering Form or open a support ticket directly with Twilio to request the number.

Important: If your phone system in the CRM is managed by a specific provider (like LC Phone System), you must contact CRM support for guidance before filling out any forms with Twilio.

Step 3: Prepare Required Information for Twilio

When submitting a private offering request to Twilio, you will typically need to provide the following details:

The Account SID for your Twilio account.
The Bundle SID you wish to associate with the number.
The Address SID you wish to associate with the number.
The specific number prefix you need (if applicable).
The quantity and type of phone numbers required (e.g., local, mobile, toll-free).

You may need to consult Twilio's documentation for guides on how to find your Bundle SID or Address SID.

Step 4: Understand Regulatory and Processing Details

For numbers in certain countries or for specific use cases (like regulatory compliance), additional steps may be required. You might need to submit a regulatory bundle to Twilio. Processing times can vary; for example, ordering a mobile number for SMS in one country might take 1-2 weeks, while a toll-free number could take 2-4 weeks. Twilio support generally reviews submissions within a few business days.

Next Steps

Once Twilio has reviewed and approved your request, they will notify you. You can then inform them to proceed with placing the order for your phone number. After Twilio provisions the number to your account, you can assign and use it within your CRM.