Product Multiple numbers
Sales, support and the branch line — one queue.
Connect the numbers your business runs and work them from a single inbox. Filter by which number a message arrived on, and reply from the right one without thinking about it.
- 1Three lines, three teams, three phones
- 2All of it arrives in one queue
- 3Filter to the branch number when you want it
- 4The reply goes out on the line it came in on
Why it exists
Two numbers means two phones, and one of them gets ignored
The sales line lives on somebody’s handset and the support line on a desk somewhere. Nobody sees both, so nobody knows what the business as a whole has been asked today — and whichever number is out of sight is the one where a customer waits.
Consolidating them is not about tidiness. It is that ownership, response targets and reporting only mean anything across the whole business: an average response time for one of your three lines is a number that cannot be acted on.
What you get
In the product today.
Every number in one list
Conversations from all your connected numbers land in one queue, with the same labels, assignment, tickets and search across all of them.
Reply from the one they wrote to
A reply goes back out on the number the conversation arrived on. The customer never sees the business answer from somewhere they do not recognise.
Filter to one line when you want to
Working the branch number this morning? Filter to it. Everything else is still there when you want the whole picture back.
Different teams per number
Combine it with access labels and the branch team sees the branch line, while the whole picture stays available to whoever needs it.
Reporting across all of them
Response times and agent volume are computed over the workspace, so the figure covers the business rather than whichever line you happened to open.
Each number keeps its own owner
Whoever links a number decides the privacy of the chats on it. Adding a second line does not hand its personal conversations to the first line’s team.
When you would use it
Situations this is for
- A sales number and a support number worked by one team.
- A second branch with its own line and its own people.
- A founder’s number joining the shared inbox without merging into it.
- Keeping a country line separate while reporting on everything together.
Questions
Multiple numbers — questions
How many numbers can I connect?
One on Starter and three on Pro, in a single inbox. The limit is enforced, so if you need more than three it is worth agreeing with us up front rather than finding it at the wrong moment.
Do replies go out from the right number?
Yes — the one the conversation came in on.
Can different people work different numbers?
Yes. Access labels decide who sees which conversations, and that works across numbers exactly as it works within one.
What happens to the history on a number I add?
It is held until the person who linked it has been through it. Connecting a business number usually means connecting somebody’s personal life along with it, so nothing reaches the team until they have said which conversations are private.
Is this the same as several agents on one number?
No, and you can have both. Several agents on one number is the shared inbox. This is several numbers in one workspace.
Read next
Stop running your best channel off a phone in a drawer.
Connect your first number in five minutes. Keep the number, keep the history, and finally see the whole thing.
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