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Every voice or text agent needs at least one phone number. Outbound agents use it as the caller ID; inbound agents answer calls and messages sent to it. The Phone Numbers page lists every number available to your account, where it comes from, and which agents use it.
The Phone Numbers page is available to admins.

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Where numbers come from

Numbers are grouped on the page by source: Each number shows its country flag, location, and a tag when it’s limited to one direction: Only Outgoing, Only Incoming, or Only SMS. Hover over a number to see which agents use it.
Phone numbers page with a Managed by Callers section, a Twilio section with a Refresh link and SPAM tags on two numbers, and a SIP section with Add SIP Numbers and Delete All SIP Numbers actions

The Phone numbers page grouped by source, with the Check Spam button at the top.

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Add numbers

Click Buy at the top of the page, then Buy number to confirm. A US local number is added to your account. It supports both incoming and outbound calls.If you don’t see Buy, buying numbers isn’t available for your account yet. Contact support@callers.ai.

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Assign numbers to an agent

1

Open the agent's channels

Open the agent, click Edit, open the general settings, and select the Voice Channels card (Text Channels for text agents).
2

Select numbers

Under Phone numbers, search and tick the numbers this agent should use. Select several numbers to spread outbound calls across them.
3

Choose a dialing strategy

With more than one number selected on an outbound agent, choose a Dialing Strategy (see below).
An incoming number can belong to only one agent at a time, so calls always reach a single agent. A number that’s already taken shows “This phone number is already accepting calls on another Agent” and can’t be selected.

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Dialing strategies

When an outbound agent has several numbers, the dialing strategy decides which one each call comes from.
People are more likely to answer a local number. If you call across many US area codes, add numbers in your busiest area codes and choose Prefer Local Numbers.

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Local dialing

Turn on Local Dialing under the agent’s Technical Settings to dial contacts in local number format. Contacts can then be added without a country code, and any non-empty number is accepted at import. Use it when your SIP carrier expects national-format numbers.
This feature is enabled per account. Contact support@callers.ai to turn it on.

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Spam checks

Carriers and call-blocking apps can label a number as spam, which sends calls to voicemail or blocks them and lowers your answer rate. For more ways to raise pickup, see Improve answer rates.
  • Check one number: click Check Spam, enter an international phone number, and click Check for Spam. The result is either Spam Risk Detected or No Spam Detected.
  • Automatic checks: Callers checks your numbers in the background, starting with the ones agents actively use. Flagged numbers show a SPAM badge on the Phone Numbers page.
  • Notifications: when a number used by an agent is newly flagged, you get a notification naming the number and the agent.
When a number is flagged, remove it from your agents and replace it with a fresh number. Spreading calls across more numbers with Rotate Numbers lowers the chance of flags.
This feature is enabled per account. Contact support@callers.ai to turn it on.

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Duplicate contacts per number

By default, each phone number can appear only once in an agent’s contacts; importing it again updates the existing contact. Turn on Allow Duplicate Phone Numbers under Technical Settings to keep several contacts with the same number, for example several people reached through one office line.
Once Allow Duplicate Phone Numbers is turned on, it can’t be turned off for that agent.

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Remove a number

You can delete numbers that are Managed by Callers and SIP numbers from the Phone Numbers page. If agents use the number, you’ll see which ones and can click Disconnect All to remove it from them first. Twilio, Telnyx, and WhatsApp numbers are managed in those providers’ own consoles.

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Troubleshooting

Click Refresh in that provider’s section. New numbers can take a moment to sync.
The number already answers calls for another agent. Remove it from that agent first.
It appears only on outbound agents with more than one number selected.
Check for SPAM badges on your numbers. Replace flagged numbers and spread calls across more numbers.

Telephony

Connect your own carrier or SIP trunk.

Scheduling and retries

Control when and how often contacts are dialed.

Do Not Call list

Block numbers that must not be called.

Notifications

Get alerts when a number is flagged.