Number mapping

Inbound calls work by mapping the numbers (DIDs) on your phone line to an assistant. The setting is under Settings → Integrations → Phone line → Inbound numbers and needs Inbound calls to be on in your plan.

1. First complete the phone line record (provider, SIP server, username/password, caller number) and press Test connection. Phone providers →

2. Use Add number to enter the number and pick a published assistant under Answering assistant. Turkish numbers can be written as 0850… or +90…. With a global SIP provider you can also enter numbers with a country code (+1 415 555 0100).

3. Save numbers. Once the record and numbers are saved the line is set up automatically; the Line setup section shows the status of the outbound and inbound line. If something goes wrong, retry with Set up / update line (no call is made).

Number ownership

• A number can belong to only one company across the platform. A number used by another company cannot be added (number_taken).
• A new number you add stays Pending approval: calls to it are not routed to the assistant until the support team verifies the number is yours. An approved number is routed immediately.
• International numbers (DID, caller number, transfer) can only be used if international use is enabled for your company; the support team enables it.

Caution

Number mapping and line setup are open to admins and owners. A support person in support mode cannot write numbers or set up the line, even with an edit grant.

On the provider side

For inbound calls to reach you, your provider must forward calls for the number to the platform’s SIP server (e.g. “SIP Trunk forwarding” at NetGSM, the Origination URI at Twilio, the inbound trunk’s Primary URI at Plivo). The setup team gives you the address and IP details; provider-specific steps are on each provider’s page.

When does the assistant answer?

The assistant answers every call to a mapped number at any time of day. Working hours only affect transfers to an agent: outside a target’s working hours the assistant tells the customer and opens a callback request. Transfers →