Overview
When you make a manual call or send a manual text from a lead, REsimpli has to decide which of your phone numbers it goes out from.
Smart Routing makes that decision for you, so you are not picking a number every time. It is the recommended setup for most teams.
Part of that setup is your My Communication Number — your personal default, used as the fallback when nothing more specific applies.
Steps
Step 1: Open your communication number settings
Go to My Settings → My Communication Number.
Step 2: Choose your routing method
You have two options:
Smart Routing — recommended | REsimpli picks the best number automatically, working down a set order |
Use My Number for New Conversations | All new manual calls and texts start from your My Communication Number |
Step 3: Choose your communication number
Select the phone number you want as your personal default. Under Smart Routing this is the number used when there is no record-specific number and no campaign number.
Step 4: Save
Step 5: Test it
Open a few different leads and try both Call and Send SMS, checking that the sending number is what you expect each time.
Test on more than one lead. A single lead tells you very little, because the number that gets used depends on what is attached to that particular lead.
Step 6: Have each team member check their own
If you have a team, ask each person to review their own settings. These are per-user, so they can be different for everyone.
What Smart Routing applies to
Manual calls and texts | Smart Routing applies |
Existing SMS conversations | Keep using the number already associated with that conversation |
Triple-Line Dialer and Bulk SMS | Use the numbers selected within those workflows |
Automations and AI Agents | Use their own configured numbers |
Two different things called "communication number"
This trips people up, so it is worth being precise.
My Communication Number | Your personal default for manual calls and texts | My Settings → My Communication Number |
Fallback communication number | A field on a lead, or on an automation step, used when a campaign has no number attached | On the lead, or in the automation builder |
They are not the same setting. If you are reading another article that mentions a "fallback communication number" on a lead or an automation, that is the second one.
Important Notes
Each user has their own settings. Teams can standardise on one shared number if that suits how they work — neither is required.
A My Record Number takes priority over the normal Smart Routing order, for the user who saved it. See How to Set a My Record Number for an Individual Record.
For most seller leads the campaign number is used when the lead has one attached. Your My Communication Number only comes into play when it does not.
Switching an existing conversation is not automatic. Changing your settings does not move conversations already underway onto a different number.
Should you use Smart Routing or always send from your own number?
Smart Routing suits most teams, because it keeps seller conversations on the number tied to the marketing source that produced the lead.
Use My Number for New Conversations makes sense when each rep wants every new conversation tied to their own line, regardless of where the lead came from.
Troubleshooting
The wrong number is being used
Check these three things, in this order — it is the same order REsimpli uses:
Is there a My Record Number saved for that record?
Does the lead have a campaign number attached?
Is your My Communication Number set to what you think it is?
An existing conversation is still using the old number
Expected. Existing SMS conversations continue on the number already associated with them.
Only one person on the team sees the wrong number
Review that user's own settings rather than changing the campaign. Both the My Record Number and the My Communication Number are per user.
Your dialer or an automation used a different number
Expected. The Triple-Line Dialer and Bulk SMS use the numbers chosen in those workflows, and automations and AI Agents use their own configured numbers.
Related
How Smart Routing Chooses Which Phone Number to Use — the full priority order
How to Set a My Record Number for an Individual Record
All-Purpose Numbers vs Lead Numbers
How SMS Sending Numbers Work Inside Automations