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Audience

  • Workspace admins responsible for telephony setup
  • Operators validating routing, forwarding, and SMS sender readiness

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Prerequisites

  • You have admin-level access in the target workspace.
  • Your workspace has an active plan that supports number purchase and SMS number requests.
  • You know whether you need an extra voice number or an SMS sender number.

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Steps

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1) Choose the number type you need

  1. Open platform.voqo.ai/numbers.
  2. Select Add Number.
  3. Choose Voice number or SMS number.
Use Voice number when you need a calling number for an agent. This keeps the existing Twilio purchase flow, including agent assignment, number category, and country. Use SMS number when you need a dedicated sender for SMS campaigns, inbox replies, and inbound SMS conversations. This uses a Vonage number and is fulfilled on request after provider approval.

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2) Add the number

For a Voice number:
  1. Choose the agent, number category, and country.
  2. Confirm purchase and save.
For an SMS number:
  1. Enter a number name so your team can recognise it later.
  2. Enter the forward phone number that should receive callback calls.
  3. Submit the request.
After you submit the request, the Voqo team will contact you and help complete the setup. Your SMS number appears in the Numbers list only after it has been approved and attached to your workspace. Expected in-product signal:
  • Voice numbers appear in your numbers list with active status straight away.
  • SMS numbers appear only after Voqo has completed the approval and setup process.

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3) Configure the number

For a Voice number:
  1. Open the purchased number details.
  2. Assign the number to the target agent, or keep it unassigned temporarily.
  3. Save any routing or label updates.
For an SMS number:
  1. Open the number details.
  2. Review the forwarding number and update it if needed.
  3. Save the label or forwarding changes.
Expected in-product signal:
  • Number shows correct assignment and configuration values.
  • SMS numbers show the forwarding number in the details panel.

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4) Verify it works

For a Voice number:
  1. Place a test call to the configured number.
  2. Confirm the target agent handles the call path.
  3. Check Call Logs for the completed outcome.
For an SMS number:
  1. Use the number in a new SMS campaign or send a reply from the inbox.
  2. Confirm recipients see the SMS number as the sender.
  3. If someone calls the SMS number back, confirm the call is forwarded to the configured phone number.
Expected in-product signal:
  • The voice test call or SMS sender behaviour matches what you configured.

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Known constraints

  • Availability and pricing can vary by country and provider inventory.
  • Some operations require workspace admin/owner role.
  • Your workspace can have one active SMS number at a time.
  • The SMS number is an add-on request and is separate from the default onboarding voice number.

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Troubleshooting

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Cannot purchase number

  • Confirm plan and billing status are active.
  • Retry with another available number option.
  • If inventory is unavailable, try again later or another region.

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SMS number request submitted but not active yet

  • SMS numbers require manual approval and setup before they can be attached to your workspace.
  • Watch for follow-up from the Voqo team if more information is needed.
  • Contact support if you need an update on the request status.

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Why can’t I buy a second SMS number?

Each workspace can have one active SMS number. Delete the current SMS number first if you need to replace it.

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Number purchased but call routing fails

  • Confirm number is assigned to the intended agent.
  • Confirm agent is enabled and phone connection setup is complete.
  • Re-run a test call after saving configuration.

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SMS number isn’t forwarding callbacks

  • Confirm the forwarding number is entered correctly in the SMS number settings.
  • Save the number again after updating the forwarding number.
  • Test by calling the SMS number from another phone.

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Test call worked once but not consistently

  • Check signal/network quality and agent availability.
  • Verify no conflicting forwarding/routing setup is active.
If unresolved, contact support with your workspace ID, number ID, and the time of the test.