22.4 Phone Numbers & Compliance (A2P/Toll-Free for SMS - CRUCIAL)

Purpose:

Manage your agency's LC Phone numbers (purchase, configure) and, most importantly, complete and monitor the mandatory compliance registrations required for sending business SMS and making calls reliably in the US/Canada.

Access:

Navigate to Settings → Phone Numbers.

Key Tabs & Actions:

  • Owned Numbers Tab:
    • + Add Number: Purchase new Local (10DLC) or Toll-Free numbers (See 7.2).
    • Edit Config (... Menu): Click the 3-dots next to a number to configure its specific settings: Forward Calls To (external number), Incoming Call Timeout, Enable Call Recording (check laws!), Pass Called Number As CallerID, Enable Call Connect, Whisper Message.
    • Release Number: Permanently give up a number you no longer need (stops billing).
  • Trust Center Tab (CRITICAL - See Chapter 23 for Full Details): This is where you manage essential compliance tasks. You MUST address these.
    • A2P Registration for 10DLC: Submit your Brand (business info) and Campaign Use Case(s) (how you text, samples, opt-in proof) for approval. Mandatory for sending SMS from US Local numbers. Monitor status closely.
    • Toll-Free Verification: Submit verification requests for each Toll-Free number used for SMS to US/Canada. Mandatory for Toll-Free SMS deliverability. Monitor status.
    • Shaken/STIR (Voice): Register your Brand to help reduce "Spam Likely" flags on outbound US calls.
    • CNAM (Voice): Submit your desired Caller ID Name for outbound US calls.
  • Verified Caller IDs Tab: Verify external phone numbers (like agent cell phones) that you want to optionally use as the displayed Caller ID when making calls *from* your LC Phone numbers.
  • Regulatory Bundle Tab: Manage required business documentation for purchasing numbers in certain international countries (if applicable).
  • Advanced Settings Tab: Configure Number Intelligence features (Validation, Spam Detect, CNAM Lookup - costs apply), manage Call Scripts.

Compliance cannot be ignored. Failure to register properly will result in blocked messages and calls.