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Phone Numbers in Meetzy

Each Meetzy agent needs at least one phone number to:
  • Receive inbound calls
  • Make outbound calls
  • Identify itself (caller ID)
Phone numbers are exclusive resources. Each number can only be assigned to one agent at a time.

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Phone Number Types

Meetzy supports two types of phone numbers for your agents:

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Twilio Phone Numbers

Standard phone numbers managed through your Twilio account:
  • Automatically provisioned and configured
  • Support both inbound and outbound calls
  • Can be swapped and reassigned automatically
  • Managed through Meetzy’s interface

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Verified Caller IDs

Client-owned phone numbers verified for outbound calling:
  • Numbers you already own and want to use as caller ID
  • Must be verified through Twilio’s verification process
  • Appear with a special verification badge in the interface
  • Cannot be swapped automatically (manual process required)
Caller IDs are for outbound calling only and cannot be automatically rotated like Twilio numbers. They require manual management for spam protection.

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Visual Identification

In the Meetzy interface, you can distinguish between phone number types:
Verified Caller IDs show verification status badges (pending, verified, disabled) to help you track their state.

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Multi-Subaccount Phone Number Management

Meetzy now supports managing phone numbers across multiple Twilio subaccounts with enhanced assignment states and improved management features.

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Assignment States

Phone numbers can have three distinct assignment states:

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Subaccount Credentials Management

Each Twilio subaccount can have its own set of credentials configured independently:
Your primary Twilio account with full management capabilities
To fully manage phone numbers in a subaccount, you need to configure the subaccount credentials in your settings.

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Twilio Subaccount Navigation

The phone numbers interface includes a tabbed navigation system to manage numbers across different Twilio subaccounts:

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How to Navigate Between Subaccounts

1

View Available Subaccounts

Look for the tab interface at the top of the phone numbers page.
2

Select Subaccount

Click on any tab to switch to that subaccount’s phone numbers.
3

Wait for Loading

The system will load numbers for the selected subaccount automatically.
4

Check Credential Status

Look for the credential status badge on each subaccount tab.
Phone numbers are cached per subaccount to improve performance when switching between tabs.

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Enhanced Phone Number Filtering

The interface provides several filtering options to help you manage large numbers of phone numbers:

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Filter Options

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Visual Status Indicators

Each phone number displays color-coded status indicators based on the new assignment states:
  • 🟢 Green: Fully assigned and active
  • 🟡 Yellow: Partially assigned or pending
  • ⚪ Gray: Unassigned and available

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Direct Agent Assignment System

The new assignment system allows you to directly assign phone numbers to agents with improved feedback:
1

Locate Available Number

Find an unassigned number in the list.
2

Click Assign

Click the “Assign” button next to the phone number.
3

Select Agent

Choose an agent from the dropdown list of available agents.
4

Confirm Assignment

Click confirm to complete the assignment with automatic state updates.

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Assignment Process

When you assign a number:
  1. The number’s status changes to assigned
  2. The agent’s configuration is updated
  3. The cache is refreshed for real-time updates
  4. Assignment status is reflected across all relevant interfaces
Once assigned directly, the number will become unavailable for other agents until reassigned, reset, or returned.

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Advanced Number Management Operations

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Reset Numbers

The reset function allows you to clear a number’s configuration while keeping it in your account:
1

Select Number to Reset

Find the phone number you want to reset.
2

Click Reset

Use the reset option in the number’s actions menu.
3

Confirm Reset

Confirm the reset operation - this will clear webhooks and assignments.
4

Verify Status

The number will return to unassigned status and be available for new assignments.

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Return Numbers

The return function removes numbers from your account completely:
1

Select Number to Return

Find the phone number you want to return to Twilio’s pool.
2

Click Return

Use the return option in the number’s actions menu.
3

Confirm Return

Confirm the return operation - this action cannot be undone.
4

Number Released

The number is returned to Twilio and removed from your account.
Returned numbers cannot be recovered. They may be assigned to other customers.

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Assign a Number When Creating an Agent

When creating a new agent in the Advanced Editor:
  1. Go to the Settings section (Cog icon)
  2. Find the Phone Number field
  3. Select an available number from the dropdown

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If No Numbers Are Available

If the dropdown is empty, you’ll see a message:
Options:
  • Release a number from another agent
  • Reset unused numbers
  • Request new numbers via the “Request more numbers” link

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View Assigned Numbers

Once assigned, the number appears in read-only mode:
The phone number cannot be changed directly once assigned. To change it, use the Swap function from Phone Health.

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Caller ID Management

Verified Caller IDs provide additional flexibility for outbound calling with your own phone numbers.

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Adding a Caller ID

1

Navigate to Agent Settings

Open the agent configuration in the Advanced Editor.
2

Add Caller ID

In the Caller IDs section, enter your phone number.
3

Start Verification

Twilio will initiate the verification process.
4

Complete Verification

Follow the verification steps provided by Twilio.

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Caller ID Limitations

Verified Caller IDs have specific limitations compared to Twilio numbers:
  • Cannot be automatically swapped for spam protection
  • Require manual management if flagged
  • Only support outbound calls as caller ID
  • Must be verified through Twilio’s process

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Managing Caller ID Status

Caller IDs can have different verification states:

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Multiple Numbers per Agent

An agent can have multiple assigned numbers. This is useful for:
  • Volume distribution: Reduce spam risk
  • Regional segmentation: Different numbers for different areas
  • Redundancy: Backup if a number has issues

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How Multiple Numbers Are Used

The number with the best Phone Health has priority for outbound calls.

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Swap Numbers

You can swap a problematic number for a new one from the Phone Health report:
1

Open Phone Health

Click the health indicator on the agent.
2

Identify the number

Find the number with Warning or Spam status.
3

Start Swap

Click the Swap button next to the number.
4

Confirm

The system shows the proposed new number. Confirm the swap.

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What Happens During a Swap

  1. Old number is unlinked and marked for return
  2. New number is assigned with assigned status
  3. Assignment states are updated in real-time
Only Twilio numbers can be swapped automatically. Verified Caller IDs must be managed manually.

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Disconnect a Number

To remove a number without replacing it:
  1. Open the Phone Health report
  2. Click Disconnect next to the number
  3. Confirm the disconnection
If you disconnect the agent’s only number, it won’t be able to make or receive calls until you assign another.

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Request New Numbers

To request additional numbers:
  1. In the Advanced Editor, Settings section
  2. Click “Request more numbers”
  3. You’ll be redirected to the request portal
New numbers are typically available within 24-48 hours.

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Supported Country Prefixes

Meetzy supports phone numbers in multiple countries:
Use local numbers from your customers’ country to increase answer rates. Customers are more likely to answer calls from local numbers.

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Best Practices

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Number Management Workflow

For efficient number management:
1

Regular Monitoring

Check assignment states regularly across all subaccounts.
2

Credential Management

Ensure all subaccounts have proper credentials configured.
3

Assignment Tracking

Use the new assignment states to track number utilization.
4

Cleanup Operations

Use reset and return functions to manage unused numbers.

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Number Rotation

For high-volume campaigns:
  1. Assign multiple numbers to the agent
  2. The system rotates automatically based on assignment status
  3. Monitor Phone Health regularly
  4. Swap numbers before they reach “Spam” status

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Caller ID Strategy

For verified Caller IDs:
  1. Use for brand recognition and customer trust
  2. Monitor spam reports manually
  3. Have backup Twilio numbers ready
  4. Keep verification status current

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Subaccount Organization

  • Use the main account for primary business numbers
  • Organize specialized campaigns in separate subaccounts
  • Apply consistent naming conventions across subaccounts
  • Configure credentials for full management capabilities
  • Regularly review and clean up unused numbers using reset/return functions

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FAQ

Twilio numbers are fully managed by Meetzy and can be automatically swapped. Verified Caller IDs are your own phone numbers that require verification and manual management.
No, verified Caller IDs cannot be swapped automatically like Twilio numbers. They require manual management if they become flagged for spam.
Caller IDs appear with a 🔒 lock icon and verification status badge, while Twilio numbers show standard management controls.
Reset clears a number’s configuration but keeps it in your account as unassigned. Return completely removes the number from your account and returns it to Twilio’s pool.
No, returned numbers cannot be recovered. They become available to other Twilio customers.
You can view phone numbers in unconfigured subaccounts but cannot perform management operations like assign, reset, or return.
Assignment states provide clear visibility into number utilization and help identify numbers that need attention or can be reset/returned.
Each number is exclusive to your account. It’s not shared between different Meetzy customers.
Yes, you can assign numbers from multiple countries to the same agent.
No, each subaccount maintains its own pool of phone numbers that cannot be shared with other subaccounts.
Numbers cannot be moved between subaccounts. You would need to return the number and request a new one in the target subaccount.

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Next Steps

Phone Health

Monitor the health and reputation of your numbers.

Make Test Calls

Learn to test your agent with real calls.