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Understanding Twilio Numbers

Below is an overview of how the system selects which Twilio Outbound Number to use for a contact, according to various scenarios:

  • If the contact is assigned to a user, and the assigned user has an inbound Twilio number selected, the system will always default to the inbound Twilio number.
  • If the contact is assigned to a user, and the assigned user does not have an inbound Twilio number, the system will use the Default outbound number selected.
  • If the contact is not assigned, the system will use Default outbound.
  • If the contact will be contacted again, the system will default to whatever number was previously used to contact them. This rule applies unless they have since been assigned to a user and the user has a different inbound Twilio selected.
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