Give a project its own phone number

A phone line is a real Indian phone number that belongs to one project. Every call on it — you calling a client, or a client calling the number — is recorded, transcribed, summarised and filed under that project, like a recorded Meet call.

Before you start

• You are the owner of the project.
• The company that will use the number has an approved KYC on our Plivo account. Indian numbers must be registered to the company that uses them, so a client's product uses the client's own KYC.
• Everyone who will answer has a mobile number on file: team members verify theirs in Settings → WhatsApp number; for a QA tester (the client's own staff), the owner adds it to their tester profile.

1. Add a line

1. Open Calls in the left sidebar. Find Phone lines at the top.
2. Press Add a line.
3. Project — the project the calls should file under.
4. Number — choose Get a new number, or Use one already on our Plivo account if it was bought earlier.
5. Rented under whose KYC — pick the company (e.g. Navibyte Innovations). Required for a new number.
6. For a new number, press Find numbers (optionally type how it should start, e.g. 9120), then pick one. Each shows its monthly rent, e.g. $2.50/month.
7. Name callers see on the press-1 prompt (optional) — e.g. PracticeStack support.
8. Team and Client staff — tick who answers and can call out on this line. You are ticked already. Anyone marked (no mobile yet) can't be rung until a mobile is added.
9. Press Review. Check the number, the price and whose KYC it is rented under, then press Yes, rent it. You will see +91… is now a line.

Renting charges the account every month until the number is released in Plivo.

2. Call a client

1. On Calls, find Call a client. If you are on more than one line, pick the line to call from.
2. Type the client's number (10 digits) and, optionally, who it is.
3. Press Call. You will see Ringing your phone.
4. Pick up your own phone. The client is then dialled and sees the line's number, not yours, and hears that the call is recorded.

A QA tester who is on a line sees the same Call a client box in their own Calls tab.

3. When a client calls the number

Everyone on the line rings at once and hears "Incoming call for <line name>. Press 1 to answer." The first person to press 1 gets the call. Pressing 1 is required so that a voicemail can't pick the call up first.

4. After the call

The call appears in the Calls list under the line's project with a phone badge (outgoing / incoming). While it runs it shows ringing your phone…, connecting… or on call; a call nobody answered shows no answer. Open it for the recording, transcript and summary.

Manage a line

• People — change who answers and calls on it.
• Switch off — stops it ringing and calling. The number stays rented until it is released in Plivo.

Messages

• You can't call from that line — you are not on it, or no longer on its project.
• Add your mobile number in Settings / ask the project owner to add it — no mobile on file.
• Too many calls this hour — 30 calls per person per hour.
• That number is already a line — it is on another project.
• Plivo would not rent that number — someone else just took it; search again.
• Rent new numbers from glitchgrab.dev, not a dev server.