Overview
Smart Routing follows a fixed priority order when deciding which of your numbers a manual call or text goes out from.
Knowing the order is what makes an unexpected Caller ID easy to diagnose instead of mysterious.
The priority order
REsimpli works down this list and uses the first one it finds:
Priority | Number | When it applies |
1 | My Record Number | You have saved a number specifically for that individual record |
2 | Campaign Number | The number associated with the contact's marketing campaign |
3 | My Communication Number | Neither of the above exists — your personal default from My Settings is used |
Why each one exists
My Record Number keeps one conversation on one line. Useful when you have told a seller to call or text you back on a particular number.
The Campaign Number keeps seller communication on the number tied to the marketing source that generated the lead.
My Communication Number stops the conversation being blocked when a campaign has no number attached. In 6.0, campaigns can exist without phone numbers, so this happens routinely.
What this order does not cover
Existing SMS conversations | Continue 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 |
Smart Routing governs manual calls and texts only.
Working out which one was used
Open the lead and click Call or Send SMS.
Check whether a My Record Number has been saved for that record. If one has, that is the number being used.
If not, check whether the lead has a campaign number.
If it has neither, your My Communication Number is being used.
If you are chasing a problem that affects one person, repeat the test signed in as that team member.
Important Notes
Two of the three are per user. Both the My Record Number and the My Communication Number belong to an individual user, not to the account. Two people can call the same lead and legitimately send from different numbers.
Campaign attribution does not change. KPI attribution stays tied to the marketing campaign regardless of which number the call or text went out from.
Not every campaign has a number. In 6.0 a marketing campaign can exist and be tracked without one.
A My Record Number persists until it is reset for that record.
Frequently asked questions
Why is my teammate seeing a different number than I am?
Because two of the three inputs are per user. Either they have saved a different My Record Number for that record, or their My Communication Number differs from yours.
What happens when the campaign has no phone number?
Smart Routing falls back to your My Communication Number.
Does every marketing campaign need a tracking number?
No. In 6.0, campaigns can exist without phone numbers.
Does this apply to my dialer sessions and automations?
No. The Triple-Line Dialer and Bulk SMS use the numbers chosen in those workflows, and automations and AI Agents use their own configured numbers.
Troubleshooting
The Caller ID is not what you expected
Work down the three levels in order: My Record Number, then Campaign Number, then My Communication Number. The first one that exists is the one being used.
A conversation that was already underway is on the old number
Expected. Existing SMS conversations keep the number already associated with them.
Only one user is affected
Review that user's settings. Do not change the campaign — a campaign-level change affects everyone, and the cause here is almost certainly user-level.
You expected a campaign number to be used and it was not
Confirm the number is actually attached to the campaign. A campaign can exist without one.
Related
How to Set Up Smart Routing and Your Communication Number
How to Set a My Record Number for an Individual Record
How SMS Sending Numbers Work Inside Automations
Do Marketing Campaigns Need a Phone Number?