Phone numbers
Your receptionist answers calls on the phone numbers assigned to it. You can get a number in any of these ways:
Getting your first number
US and Canadian businesses choose a preferred 3-digit area code during onboarding, and Reception.ai assigns an available local number. Toll-free numbers are not available.
Managing phone numbers
Go to Receptionists, select a receptionist, and select the Phone tile at the top of the page. The Phone numbers dialog lists the receptionist’s numbers.
Getting another number
Enter an optional Area code and select Get a new phone number. If no numbers are available in that area code, try a nearby one.
Moving a number
Select Transfer to another receptionist on a number to move it.
Releasing a number
Release a Reception.ai number when you no longer need it.
Releasing is permanent. The number returns to the shared pool and may be assigned to someone else. Numbers from your own Twilio account or SIP trunk are removed from Reception.ai instead.
Plan limits
These limits apply to Reception.ai and international numbers. Numbers you bring from your own Twilio account or SIP trunk don’t count toward the limit.
How inbound calls are routed
When a call arrives, the system processes it in this order:
- Held number check: numbers awaiting regulatory approval reject calls.
- Entitlement check: requires an active subscription or remaining trial credits.
- Blocked number check: blocked callers are rejected.
- Answering order: if staff first is on and within staff answering hours, the staff phone rings first.
- AI receptionist: greets the caller and handles the conversation.
When a trial runs out of credits, callers hear a message that the number’s free trial has ended.
Number deactivation
Numbers stop accepting calls when:
- Your subscription is cancelled or expires. Numbers are kept for a 14-day grace period before release.
- You exceed your plan’s phone number limit after a downgrade.
During the grace period, numbers are reserved for you and can be reactivated by upgrading or renewing.