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Inboxes

Assigning Numbers

Assign phone numbers to personal or shared inboxes so inbound calls and messages know where to go and outbound calls use the expected work caller ID.

Before you begin

  • Buy or port the number first.
  • Create the target personal or shared inbox and decide who should answer it.
  • Publish a call flow or configure default ring groups before sending real calls to the number.

Where to find it

Go to Phone -> Numbers to assign a number during purchase or porting, or open an existing number detail page. You can also review phone-number assignments from an inbox.

Step-by-step

  1. Open Phone -> Numbers.
  2. Find the number or pending port request.
  3. Choose the personal inbox or shared inbox assignment when buying or porting, or edit the existing number when available.
  4. Add a label and description so the number purpose is clear.
  5. Open the inbox and confirm the number appears there.
  6. Place inbound and outbound test calls.

What happens next

  • Calls and messages for the number route through the assigned inbox.
  • Unassigned numbers can appear with warnings because they may not route to the right person or team.
  • Changing assignment can affect call flows, analytics, and conversations tied to that inbox.

Best practices

  • Assign every active number to the inbox that should handle calls and messages for that relationship.
  • Use labels like Main Line, Support, Sales, or Location names for clarity.
  • Test after every reassignment.

Troubleshooting

  • If a number does not receive calls, confirm it is not unassigned.
  • If outbound caller ID is wrong, check the selected calling inbox and number assignment.
  • If a ported number is pending, wait for the port to complete before expecting calls and messages to work normally.
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