Phone Numbers

Phone numbers connect callers to your AI agents. Keep assignments explicit so your team can always tell which agent answers each number.

Adding a number

Go to Numbers. You can:

• Provision a new number — search available numbers by area code and claim one for your organization.
• Sync your inventory — if numbers were provisioned outside HUM (e.g. directly in Twilio), use sync to refresh the list so HUM sees them.

Each number row shows its friendly name, capabilities (voice / SMS), and current routing.

Routing a number to an agent

Open a number and choose the AI agent that should answer inbound calls. The change takes effect immediately — the very next call uses the new agent. You can also set:

• Friendly name — a label like "Main line" or "Billing direct".
• SMS agent — a separate agent that answers inbound text messages on this number (see SMS AI Agents).

Voice and SMS on the same number

A single HUM number can do both: voice calls route to its voice agent, inbound texts route to its SMS agent, and the Messages inbox shows the conversation history. Outbound texts your team or your AI sends use the same number, so customers see one consistent identity.

Caller experience tips

• Answer with a short greeting that names your business — callers hang up on silence.
• If a number serves multiple purposes, use one agent that triages and transfers to specialized agents, rather than frequently re-pointing the number.
• Use the per-number friendly names so the Calls list reads clearly when you run several lines.