Phone numbers and business addresses

Request a number

Numbers belong to the store, and every campaign can use them for calls and texts. A number attached to an answering campaign also answers for that campaign; see inbound calls and texts. Only an admin or the owner can add one.

1. Open Phone Numbers and press Add phone number.
2. Choose the Country. The list has 40 countries.
3. Choose a Business address if that country needs one, or leave No address.
4. Press Add number.

This saves a request; it does not buy a number. Details for that country shows a placeholder and the status pending, and you get a notification. Growth Dept buys numbers once calling and texting are switched on for your store, and your request is kept until then.

The page asks only for a country, so you cannot choose an area code or bring a number you already own here.

A campaign's Outreach channels step sets which numbers it uses, and Caller ID explains which one a shopper sees. Carriers need your legal entity and address to register texts in the US and Canada; see carrier registration.

Calls and texts coming back

The three answering objectives (support questions, refund requests and inbound lead qualification) attach one of your numbers on their first step. Calls to it reach the agent only after Growth Dept connects the number to the voice service, which is not switched on yet; inbound calls and texts has the details. A number no answering campaign uses is not answered. The Inbound section of this page stays empty even when a number is attached, and an attached number is listed with the others.

If someone texts one of your numbers, ACR reads the message. STOP, HELP and START are handled first, as Opt-outs describes. On a number attached to an answering campaign, the text starts or continues that campaign's conversation; on any other number, the agent answers a shopper's reply.

Business addresses

Carriers in many countries only issue numbers to a business with a registered address, and some want a named person too. Open Physical Addresses, press Add physical address, and fill in the business location, name and address. The Representative fields are optional. When you add a number, the address list shows only addresses in that country.

ACR keeps the address and links it to your number request. A saved address shows the status pending: nothing in the app files it with a carrier or verifies it, so contact us when a country needs one.

Deleting an address leaves numbers already registered to it working. You can no longer pick it for new numbers.

Remove a country

Remove country, in the menu on a country's row, removes every number the store has there, including one attached to an answering campaign. Shoppers in that country are then called from another country's number, or not at all if none is left.

Having a number does not by itself allow contact: Geo permissions decides which countries a campaign may call and text. The United States and Canada are allowed by default.