The phone number people see

When your agent calls someone, a number shows up on their phone. That’s the caller ID, and it matters more than you’d think. People screen calls. A number they recognise or trust gets answered. A random one gets ignored.

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You give the campaign a number to call from

Every campaign needs at least one number to call from. You pick it from the pool of numbers on your account, in the campaign’s From numbers card. From then on, that’s what people see when the agent calls.

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Local numbers get answered more

A number with the same area code as the person you’re calling feels familiar, so more people pick up. If you’re calling one region, use a number from that region. With several numbers attached, calls take turns across them: the first call uses the first number, the next call the next one, and so on. The platform does not pick a number to match each person’s area code. To call several regions from local numbers, give each region its own campaign with that region’s numbers.

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Numbers outside the countries we sell in

We buy and bill numbers in a short list of countries. Everywhere else, a number can still exist, you just buy it in your own Twilio account and bring it in as a caller ID. Check the country list before trying to buy: a purchase in a country we don’t sell in is refused, and the answer is “import your own”, not “the platform can’t do that country”. See Connect your Twilio.

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A quick word on trust

The caller ID is a promise. If it says a local business and the call is a good, honest conversation, you build trust. Use real numbers, don’t try to disguise who you are, and keep your calls genuinely useful. That’s what keeps your numbers healthy and your pickup rate high over time.

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In the API

The numbers a campaign dials from are its fromNumbers, in E.164. Buying, attaching your own Twilio numbers, assigning, moving and releasing are all covered in Phone numbers and caller ID.

• Assign phone number adds a pool number to a campaign
• Search phone numbers finds a local number by areaCode or place
• Every field above is defined in the Glossary