How to Update Your Outbound Number

Phone System, Settings No Comments

When you purchase a new number, you might notice that SMS messages to existing leads are still being sent from the old number. This occurs because the CRM is designed to prevent spamming leads with different numbers. As a result, new leads added after the purchase of the new number will receive SMS from the new number, while existing leads will continue to receive messages from the old number.

Steps to Update the Outbound Number

There are several methods to update the outbound number for existing leads:

Recreate the Contacts

  • This method involves deleting the existing contacts and then re-adding them to the system. This way, they will be recognized as new leads and will receive SMS from the new number.

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Remove the Old Default Number

  • If you prefer to completely switch to the new number for all communications, you can remove the old number from the system.Go to Settings > Phone Numbers.Find the old number and click on the trash icon to delete it.Confirm to release the number.

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Assign the New Number to a User for Manual SMS

  • If you wish to keep both numbers but start sending manual SMS from the new number, you can assign the new number to a specific user.Navigate to the My Staff tab.Click on “Edit” next to the user you wish to assign the number to.Expand the “Call and Voicemail Settings” section.Assign the new number to the user.

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  • When sending manual SMS or workflows, ensure the user with the new number is assigned to the contact. Log in as this user to send SMS, ensuring messages are sent from the correct number.

Practical Examples and Use Cases

  • Marketing Campaigns: When launching a new marketing campaign, ensure that all communications are sent from the new number for consistency.
  • Customer Support: For a more personalized support experience, assign different numbers to specific support staff.

Troubleshooting Tips

  • SMS Still Sent from Old Number: Ensure that the new number is correctly assigned to the user and that you are logged in as this user when sending messages.
  • Cannot Delete Old Number: Check if there are any active workflows or automations using the old number. These must be updated or deactivated before deleting the number.

Frequently Asked Questions

Can I use multiple numbers within the same CRM account? Yes, you can use multiple numbers for different purposes within the same account. However, proper configuration is required to ensure that messages are sent from the correct number.

Will deleting a contact remove all their history? Yes, deleting a contact will remove their history from the CRM. Ensure you have backed up any necessary information before deletion.