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 numbers away from your current phone carrier. Your number stays active with your original provider for voice calls, while text messaging is seamlessly routed through the CRM's system. This is perfect for businesses that want to maintain their established phone numbers but also take advantage of the powerful messaging tools in the CRM.

What is Number Hosting?

Number Hosting enables text messaging (SMS/MMS) on phone numbers you own with another provider. The key points to understand are:

• You keep your phone number with your current carrier.
• Voice calling services remain completely unchanged.
• Only SMS and MMS traffic is directed through the CRM.
• You do not need to port your number.

This means you retain full ownership and control of your number with your original carrier, while the CRM manages the delivery and compliance of your text messages.

Supported and Unsupported Number Types

Eligible Numbers

• US and Canada Landline Numbers: Most local landline and toll-free numbers from the US and Canada can be enabled for hosting.
• Toll-Free Numbers: US and Canadian toll-free numbers are generally supported.
• Requirement: The number must not already have SMS service enabled with another provider.

Ineligible Numbers

• Mobile Numbers: Cellular phone numbers cannot be hosted.
• Numbers on Other Messaging Platforms: Numbers already configured for voice services on certain third-party platforms cannot be hosted for messaging on a separate account.
• International Numbers: Hosted SMS is only available for numbers from the US and Canada.

How to Set Up Number Hosting

Activating Hosted Messaging involves a verification process to ensure security and carrier compliance. The following steps are required from the number owner:

1. Proof of ownership verification.
2. Signing a Letter of Authorization (LoA).
3. Completing any additional confirmation required by your phone carrier.

Once these steps are approved, SMS and MMS routing will be activated for your number within the CRM.

Information Required to Start

To begin the hosting request, you will need to provide the following information to CRM support:

1. Your CRM Location ID: You can find this ID in the URL of your browser's address bar when you are logged into your CRM account.
2. The Phone Number(s) to Be Hosted: Provide the full number in E.164 format (e.g., +1XXXXXXXXXX).

What to Expect After Submission

After you submit your Location ID and phone number, the process continues as follows:

1. The CRM support team will generate a Hosted Messaging Verification Form for you.
2. You (or your client) will complete the required verification and authorization documents.
3. The request is sent for review and approval.
4. Once approved, SMS and MMS functionality will be activated for your CRM phone system.

Timeline: The typical approval process takes between 3 to 10 business days. This timeline can vary depending on your carrier's response time and any additional verification requirements.