Add an inbox phone number

DEADLINE EXTENDED: United States carriers will block all unregistered SMS in 2025 due to an industry-mandated regulation to protect consumers (your customers) from spam texts. Don’t wait - complete SMS registration no later than January 14, 2025 if you wish to send text messages.

Add a phone number(s) to a shared inbox for sending campaigns and shared inbox messages.

Before you begin: You must be set up as a user and be assigned the Manager permission.

Sign in to our GoTo desktop or web app.
From the left navigation, select Engage > Shared inboxes.
Select an existing inbox or create a new one.
Select the General tab.
Select Add number. Choose one of the following options to add a phone number:
- Select an existing number that already exists in your GoTo account.
  Tip: The existing numbers are organized to show you which ones are Not in use and In use.
- Order new numbers.
- Port existing numbers from another carrier.
  Note: Once the porting process is completed, the phone number will appear as an option.

If you select an In use number, consider the following:

Will previous conversation history be lost?	Any previous conversations will not be lost, however, the chat history will be shared with other team members who have access to the shared inbox. To access the conversation history of a specific number, the number needs to be added as a shared contact before any team members have access to the conversation history.
Will the number be unassigned from the person/line it's currently assigned to?	No, the number you choose will not interfere with calling or voice settings. Note: The person/line the phone number is assigned to will no longer be able to send private messages once the phone number is added to GoTo Customer Engagement.
Who has access to send messages from one of the GoTo Customer Engagement phone numbers?	You must have a Customer Engagement license and be assigned the manager or team member role to access the shared inbox and use SMS/MMS messaging within GoTo Customer Engagement. Managers can send campaign, automation and shared inbox messages. Team members can send shared inbox messages.

Select Add number.

Article last updated: 4 October, 2024

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