Often, yes! It will depend on the type of number and your current carrier. Though we can't guarantee that we'll be able to use every existing number, here are a few common situations and how to get started:

Landlines

Usually, an existing landline can be text-enabled. In this situation, the voice capabilities will remain with your existing carrier, and our provider will simply host the SMS functionality.

Please follow the steps to text enable your landline here.

VoIP numbers

For VoIP numbers, we can often host SMS functionality while leaving voice functionality with your current provider.

For us to host SMS on an existing VoIP line, you’ll need to contact your current carrier to have them relinquish control of the SMS functionality by removing the SPID from your number. When they have confirmed that the SPID has been removed, proceed with the steps to text enable your VoIP number here.

Toll-free numbers

Depending on the number and the carrier, we can often text-enable or host SMS for toll-free numbers. If your toll-free number is a landline, please proceed with the steps to text enable your landline here. If your toll-free number is a VoIP line, you’ll need to contact your current carrier to have them relinquish control of the SMS functionality by removing the SPID from your number. When they have confirmed that the SPID has been removed, proceed with the steps below to text enable your VoIP number here.

Toll-free numbers can take a bit longer - 2-4 weeks - to complete text-enabling or hosting.

Cell phones / mobile phones

We discourage our customers from using their mobile numbers as you will lose voice functionality and the ability to text from your phone's native texting app. If you would like to proceed, we will need to port the number entirely over to our provider to use it with Textline. Please contact us and provide a copy of your phone bill within the last 30 days with your phone number visible. You can text the information to (415) 849-4349, or email us at [email protected].

We'll then provide you with a Letter of Authorization to fill out and return to us.

The porting process takes 2-4 weeks to complete.

The number will be active once you have registered your organization and department

After you create a new Department, you are required to register your numbers to verify your business and the messages you are sending. If your Organization and Campaign is not fully registered, mobile carriers will block your messages sent from Departments that are not associated with an approved campaign. If you are unsure if you are completed registering your organization or department, we post a yellow banner at the top of your screen prompting you to finish the necessary steps as well as visible red dots next to each section that needs to be completed in your Settings.

More information on why it's important to register your numbers and a detailed guide on how to do so can be found here. All account information accrued during your time on Textline until hosting is complete (Conversations, contacts, Agents, metrics, etc.) will remain.