Which number a shopper sees when the agent calls
How the Caller ID setting and your phone numbers decide the number on the shopper's screen.
Last reviewed November 7, 2026
How the number is picked
A shopper sees one of your store's phone numbers. Caller ID and Number to call from decide which, under Configure on the Voice calls card in Outreach channels.
| Caller ID | Number to call from | Number the shopper sees |
|---|---|---|
| Local presence (default) | Any of the store's numbers (default) | A number in the shopper's state or province, if the store has one. Otherwise the store's oldest active number. |
| Local presence | A chosen number | The chosen number, on every call |
| One fixed number | A chosen number | The chosen number, on every call |
| One fixed number | Any of the store's numbers | The store's oldest active number |
A chosen number is used on every call, so leave Any of the store's numbers selected if you want local presence.
Where local presence falls short
Local presence compares the shopper's area with the area on each number. The shopper's area comes from the checkout's shipping or billing address, or from the phone's area code in the US and Canada. A number's area shows in the Area column of Details on the Phone Numbers page.
Numbers requested from the Phone Numbers page have a country and no area, so with those numbers local presence finds no match and uses the oldest one. ACR does not prefer a number in the shopper's country over any other, so a shopper in Canada can see a US number.
Texts
Number to text from on the Text messages card works the same way with no Caller ID setting: a chosen number always, otherwise a number in the shopper's area, otherwise the oldest active number that can text.
Your business name on the screen
ACR has no branded calling. No setting puts your business name on the shopper's phone, so they see the number. The agent says your brand name once they answer and confirm who they are.