Changing Your Outbound Messaging Number

When you acquire a new number, you may find that SMS messages to your existing contacts are still being sent from your old number. This is intentional to prevent your leads from receiving messages from unfamiliar numbers, which could appear as spam. Moving forward, new contacts added after your number update will receive messages from the new number, while older contacts will continue receiving them from the previous one.

Methods for Changing the Number for Outbound SMS

There are multiple ways to update the outbound number for contacts in your CRM system:

Re-entering Contacts to Refresh the Number

One option is to delete your existing contacts and then re-add them to the CRM. By doing this, they will be treated as new leads and messages will be sent from the newly assigned number.

Eliminating the Old Number from the System

If your goal is to fully replace your old number, you can remove it from the system. Go to your Settings, navigate to Phone Numbers, locate the old number, and click the trash icon to delete it. Be sure to confirm this action when prompted to release the number.

Linking the New Number to Users for Manual Messages

If you'd like to retain both numbers but want to send manual SMS from the new number, assign it to a specific team member. Go to the My Staff tab, choose “Edit” next to the user, and expand the “Call and Voicemail Settings” section. You can then assign the new number to this user.

For manual SMS or workflow automation, make sure the assigned user with the new number is associated with the contact. Log in as that user when sending SMS to guarantee the messages originate from the correct number.

Real-World Scenarios for Outbound Number Updates

• Marketing Campaigns: To maintain consistency in outreach, ensure that all SMS for a marketing campaign are sent from the new number.

• Customer Support: Assigning individual phone numbers to each support representative can enhance the personalization of customer interactions.

Troubleshooting Common Number Issues

• SMS Sending from Old Number: Double-check that the new number is properly assigned to the user and that you’re logged in as that user when sending SMS.

• Unable to Delete Old Number: Ensure there are no active automations or workflows tied to the old number, as these must be disabled or updated before deletion.

FAQs About Managing Multiple Numbers

• Can I assign multiple numbers within the CRM?
  Yes, you can use several numbers for various functions in your account, but proper configuration is necessary to ensure SMS are delivered from the intended number.

• Does deleting a contact erase their history?
  Yes, removing a contact will also erase their history from the CRM, so make sure to back up any important details beforehand.