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HoopAI lets you purchase, port, and manage phone numbers directly within the platform. Phone numbers are used for inbound/outbound calling, SMS, MMS, and fax.

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Buying a new number

1

Navigate to phone settings

Go to Settings → Phone Numbers and click + Buy Number.
2

Choose the number type

  • Local — a number with a specific area code, best for local presence
  • Toll-free — 800/888/877 numbers, good for national campaigns and higher SMS throughput
  • Mobile — a mobile number for markets that require it (availability varies by country)
3

Search for available numbers

Enter an area code, city, or keyword to find available numbers. You can search by digits or patterns.
4

Purchase

Select a number and click Buy. The number is added to your account immediately. Monthly charges begin right away and are billed to your wallet.

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Number types compared

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Porting numbers in

Bring your existing phone number from another provider into HoopAI.
1

Initiate port request

Go to Settings → Phone Numbers → Port Number and click Start Port Request.
2

Provide documentation

Upload a copy of your most recent phone bill and a signed Letter of Authorization (LOA). The LOA authorizes the transfer.
3

Submit and wait

Port requests typically take 7–14 business days for local numbers and 2–4 weeks for toll-free numbers. You will receive email updates on the status.
4

Confirm completion

Once the port completes, the number appears in your phone number list and is ready to use.
Do not cancel service with your current provider until the port is fully complete. Cancelling early can cause the port to fail and you may lose the number.

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Porting numbers out

If you are leaving HoopAI and want to take your number with you:
  1. Contact HoopAI support to request a port-out
  2. Provide the account PIN and authorized contact information
  3. Initiate the port-in from your new provider — they will handle the transfer
  4. Keep your HoopAI account active until the port completes

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Assigning numbers to users

Each phone number can be assigned to a specific user for call routing and caller ID:
  1. Go to Settings → Phone Numbers and click on the number
  2. Under Assigned User, select the team member
  3. Inbound calls to this number will ring that user, and outbound calls from that user will show this number as caller ID

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Number configuration

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Caller ID

Set the outbound caller ID name (CNAM) that displays when you call contacts. Go to the number’s settings and update the Caller ID Name field. CNAM updates can take 24–72 hours to propagate.

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Call forwarding

Forward calls to an external phone number when the assigned user is unavailable. Enter the forwarding number and set the timeout in seconds.

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Voicemail

  • Voicemail greeting — record or upload a custom greeting
  • Voicemail transcription — enable to receive text transcriptions of voicemails
  • Voicemail notifications — choose to receive alerts via email, SMS, or in-app

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Call recording

Toggle call recording on or off per number. Recorded calls are stored in the contact’s conversation timeline and the call reporting section.

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Restoring deleted numbers

If you accidentally release (delete) a number:
  • Within 24 hours — contact support immediately. There is a short grace period during which the number can be recovered.
  • After 24 hours — the number returns to the carrier’s pool and may not be recoverable. You can try purchasing it again through the buy flow, but it is not guaranteed.
To prevent accidental deletion, only give phone number management permissions to admin users.

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Releasing a number

If you no longer need a number:
  1. Go to Settings → Phone Numbers
  2. Click the number and select Release Number
  3. Confirm the action — the number is removed from your account and monthly billing stops
Releasing a number is permanent. Any contacts, workflows, or campaigns using that number will lose their association. Update your automations before releasing.

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Frequently asked questions

There is no hard limit. You can purchase as many numbers as your business needs. Each number has a monthly fee.
Yes. All HoopAI phone numbers support both voice and SMS on the same number.
Yes. Local numbers in the US and Canada require A2P 10DLC registration to send SMS. Toll-free numbers require toll-free verification. See A2P 10DLC registration.
Yes, numbers are available in many countries. Availability and pricing vary by region. Check the buy number interface for supported countries.
Last modified on March 6, 2026