Overview
A My Record Number is a number you save for one specific record. Once saved, your manual calls and texts to that record go out from it.
It overrides the normal Smart Routing order and stays your preferred number for that record until you reset it. Useful when you have told a seller to call or text you back on a specific line and you want the whole conversation to stay there.
Steps
Step 1: Open the lead or contact
Step 2: Start a call and change the number
Click Call, then choose the option to change or override the number you are calling from.
Step 3: Choose the number
Step 4: Save it to the record
Save it as the My Record Number for that record, so REsimpli keeps using it for your future manual conversations.
This step is what makes it stick. Changing the number without saving it applies to that one interaction only.
Step 5: Test it
Make a call and send a text to confirm the saved number is being used. Reopen the record afterwards and check the number is still shown.
One-time change vs a saved My Record Number
One-time change | Uses a different number for this call or text only. Nothing is remembered. |
My Record Number | Every future manual call and text you send to this record uses it, until you reset it. |
If you only need a different number once, use the one-time change and do not save.
Important Notes
A My Record Number beats everything else. It takes priority over the campaign number and over your My Communication Number.
It belongs to you, not the team. It applies to your user and that record. Another team member can have a different preferred number for the same record, and your saving one does not change what they send from.
It persists until you reset it. There is no expiry.
Resetting it restores normal behaviour. Smart Routing goes back to the campaign number, then your My Communication Number.
Existing SMS conversations are not moved. A conversation already underway keeps the number associated with it.
Frequently asked questions
Does this change the number for everyone on my team?
No. It applies to your user and that record only.
Can Smart Routing use the campaign number again later?
Yes. Reset the My Record Number and Smart Routing falls back to the campaign number.
When is this worth doing?
When continuity on one number matters for an ongoing relationship — typically after you have given a seller a direct number and asked them to use it.
Troubleshooting
The number was not used on your next call
The selection was probably applied once rather than saved. Set it again and make sure you save it to the record.
A colleague is sending from a different number to the same record
Expected. The My Record Number is per user. Review their own settings if their number is wrong.
You reset it and are not sure what happens now
Smart Routing resumes: the campaign number if the lead has one, otherwise your My Communication Number.
Related
How Smart Routing Chooses Which Phone Number to Use
How to Set Up Smart Routing and Your Communication Number