How to Update Your Outbound Number

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 re-adding them to the system. This way, they will be recognized as new leads and receive SMS from the new number.

1. Navigate to the Smart List tab inside the Contacts section.
2. Click on the contact you wish to update.
3. Select “Delete Contacts.”

Remove the Old Default Number #

You can remove the old number from the system if you prefer to switch to the new number for all communications.

1. Go to the Phone Numbers section under your Settings and open the Manage Number Tab.
2. Find the old number, click on the three-dots icon next to it to see the Options
3. Click on the trashcan icon to delete it.
4. Confirm to release the number.

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.

Open the My Staff tab inside Settings, in there click on the pencil icon next to the user to whom you wish to assign the number.

Select the “Call and Voicemail Settings” section, to assign the new number to the user open the drop-down and click on the phone number, then Save.

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 any active workflows or automation are 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.

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