Adding additional phone numbers
Enter the number and label
Type the phone number and select a label from the dropdown: Mobile, Work, Home, or Landline. Each label can only be used once per contact.
Primary vs. secondary numbers
The primary phone number is the default used for:- Outbound SMS messages sent from workflows and campaigns
- Caller ID matching on inbound calls
- Display in contact lists and smart list columns
Which number receives SMS
By default, SMS messages are sent to the primary phone number. To send to a different number:- In the Conversations inbox, click the To dropdown and select a different number before sending
- In workflows, the SMS action targets the primary number unless you use a custom field reference for a specific number
Switching the primary number
To change which number is primary:- Open the contact record
- Click the radio button next to the number you want as primary
- The change applies immediately — all future outbound SMS and calls will use the new primary number
Importing contacts with multiple numbers
When importing via CSV, you can map multiple phone columns:- Map the first phone column to Phone (this becomes the primary)
- Map additional phone columns to Additional Phone 1, Additional Phone 2, etc.
Using multiple numbers in workflows
Workflow actions that send SMS default to the primary number. To target a specific secondary number, store it in a custom field and reference that field in the workflow action’s recipient configuration.Deleting the primary phone number requires setting another number as primary first. The contact must always have a primary number if any phone numbers exist on the record.