Phone numbers are a core part of your AI Agent setup in Dial.Plus. Managing them effectively ensures that customers can reliably reach your agents and that each interaction is routed through the appropriate communication channel. This guide covers everything you need to know about assigning, reassigning, and removing phone numbers in Dial.Plus.
Key Rules for Phone Numbers
- Each phone number can be assigned to only one agent at a time
- A single agent can have multiple phone numbers assigned
- Numbers are available only on paid plans
- You can purchase additional numbers on the Professional Plan or higher
- In select countries, you can port an existing number into Dial.Plus
Assigning a Number to an Agent
You can assign a phone number from either the Numbers tab or the Agents tab.
Need help? Follow our step-by-step guide: How to Connect a Phone Number to an Agent
Reassigning a Number to a Different Agent
To move a number from one agent to another:
- Log in to your Dial.Plus account
- Go to the Numbers tab
- Find the number you want to reassign
- Click the current agent’s name
- Click Unassign Agent and Unassign
- Click Assign agent
- Select the new agent. The number will now route calls to the newly assigned agent.
Removing a Number from an Agent
If you want to unassign a number without reassigning it right away, use one of the following options:
Option 1: From the Agents Tab
- Log in to your Dial.Plus account
- Go to the Agents tab
- Click on the agent using the number
- Open Manage Numbers
- Click the Unassign this number icon
next to the number
Option 2: From the Numbers Tab
- Log in to your Dial.Plus account
- Go to the Numbers tab
- Click the current agent’s name
- Click Unassign Agent
- Confirm the removal by clicking on Unassign
Note: The number will remain in your account and can be reassigned later. However, it will not accept calls until it is assigned again.
Things to Keep in Mind
- Agent Readiness: Make sure the agent is fully configured before assigning a number. See: How to Configure an Existing Agent
- Customer Experience: Reassigning numbers may confuse returning callers. Consider updating your greeting message or FAQs when making changes.
- Plan Limits: Check your subscription plan to confirm how many numbers you’re allowed to assign.