Scenario: A lead receives an SMS or call from a campaign. The lead calls back the number they see on their caller ID, which is the phone number originally setup with Twilio (seen in Settings -> Phone Numbers). Where does the call go?

Company Phone (First Layer):

If there is no Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign…

the call will be forwarded to the Company Phone.

To update the Company Phone follow the steps below:

  1. Click Settings 
  2. Click Company
  3. Update the number found in the Company Phone field
  4. Click Update Company

Call Forwarding Number (Second Layer):

If there is a Call Forwarding Number and the lead is not assigned to a specific user via a user assigned campaign…

the call will be forwarded to the Call Forwarding Number.

To update the Call Forwarding Number follow the steps below:

  1. Click Settings
  2. Click Phone Numbers
  3. Update the Call Forwarding Number of the selected default outbound number
  4. Click Save

User Phone (Third Layer)

If the lead is assigned to a user via a user assigned campaign…

the call will be forwarded to the User Phone.

To update the User Phone follow the steps below:

  1. Click Settings
  2. Click Team Management
  3. Click Edit for the user whom you want to assign the phone number to
  4. Update the Phone field
  5. Click Save

Phone and Text