Overview
Assigning a phone number controls who on your team has access to it.
There are two ways to do it:
While adding a new number — assign it as part of the setup
On a number you already have — edit it from the Manage Numbers page
You can assign by role, which gives access to everyone holding that role, or by user, which gives access to named people only.
Option 1: Assign While Adding a New Number
Step 1: Open Manage Numbers
Go to Settings.
Select Communication and Marketing.
Select Manage Numbers.
Step 2: Click Add Number
Click Add Number at the top right of the page.
Step 3: Choose a billing cycle
Choose your billing cycle — for example Monthly — then click Continue.
Step 4: Choose the number
Choose a US or Canada phone number, select the number you want, and click Continue at the bottom.
Step 5: Choose what the number is for
Select the use of the number:
All-Purpose
Lead
Buyer
Agent
Vendor
List Stacking Dialer
Step 6: Add a label
Add a label for the number, so you can tell it apart from your others later.
Step 7: Set the marketing campaign
Select a campaign from the ones already in your account, or add a campaign manually from here.
Step 8: Select the call flow
Select the call flow for this number.
This decides where incoming calls to this number are routed.
Step 9: Assign the number
Scroll down. You will see the option to assign by role or by user.
Assign by role — select a role, for example Acquisition Sales Manager. Everyone holding that role gets access to the number.
Assign by user — select named people. Only those users get access.
Step 10: Finish
Click the checkbox, then click Add Phone Number.
Option 2: Assign a Number You Already Have
Step 1: Open Manage Numbers
Go to Settings.
Select Communication and Marketing.
Select Manage Numbers.
Step 2: Find the number
Find the number you want to assign in the list.
Step 3: Click the pen icon
Hover over the number's label, move to the right, and click the pen icon.
Step 4: Assign it
Scroll down and select the role or the user you want assigned to this number.
Important Notes
Assigning by role scales; assigning by user does not. If you assign by role, a new hire in that role gets access automatically. If you assign by named users, you have to come back and edit the number every time your team changes.
The assignment controls access, not routing. Where an incoming call goes is decided by the call flow, which is a separate setting on the same page.
Give every number a clear label. Once you have several numbers, the label is the only practical way to tell them apart when assigning or editing.
The use you choose matters. A number set up for leads behaves differently from an all-purpose number, so pick deliberately rather than defaulting to All-Purpose.
You can change the assignment later. Nothing chosen during setup is permanent — use the pen icon to edit it.
The campaign you attach here is what links the number to your automations, so it is worth getting right at setup.
Troubleshooting
A team member cannot see or use a number
Check the number's assignment. If it is assigned to named users, they need to be on that list. If it is assigned by role, they need to hold that role.
A new team member has no access to any numbers
If your numbers are assigned to named users rather than roles, new people get nothing automatically. Either add them to each number, or switch to role-based assignment.
You cannot find the pen icon
Hover over the number's label on the Manage Numbers page and move to the right. The icon appears on hover.
You cannot find the assignment options
Scroll down. Role and user assignment sit below the label, campaign, and call flow settings.
Calls to the number are not reaching the right person
Check the call flow rather than the assignment. Assignment controls who can use the number; the call flow controls where incoming calls go.
The number is not available for sending messages
Check that the number's use matches what you are trying to do, and that your 10DLC registration is complete.
Summary
You assigned a phone number to a user. Going to Settings → Communication and Marketing → Manage Numbers, you either clicked Add Number and set the billing cycle, country, use, label, campaign, and call flow before assigning at the bottom — or found an existing number, clicked the pen icon, and scrolled down to the assignment options. In both cases you chose to assign by role, giving access to everyone holding it, or by user, giving access to named people only.