> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Phone number management

> Buy, port, configure, and manage phone numbers in HoopAI — local, toll-free, and mobile numbers.

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.

***

## Buying a new number

<Steps>
  <Step title="Navigate to phone settings">
    Go to **Settings → Phone Numbers** and click **+ Buy Number**.
  </Step>

  <Step title="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)
  </Step>

  <Step title="Search for available numbers">
    Enter an area code, city, or keyword to find available numbers. You can search by digits or patterns.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## Number types compared

| Feature        | Local                           | Toll-free                             | Mobile                               |
| -------------- | ------------------------------- | ------------------------------------- | ------------------------------------ |
| Inbound calls  | Yes                             | Yes                                   | Yes                                  |
| Outbound calls | Yes                             | Yes                                   | Yes                                  |
| SMS/MMS        | Yes (A2P registration required) | Yes (toll-free verification required) | Yes                                  |
| Caller ID      | Configurable                    | Shows toll-free number                | Shows mobile number                  |
| Monthly cost   | \~\$1.15/mo                     | \~\$2.15/mo                           | Varies                               |
| Best for       | Local presence                  | National campaigns, higher throughput | Markets requiring mobile origination |

***

## Porting numbers in

Bring your existing phone number from another provider into HoopAI.

<Steps>
  <Step title="Initiate port request">
    Go to **Settings → Phone Numbers → Port Number** and click **Start Port Request**.
  </Step>

  <Step title="Provide documentation">
    Upload a copy of your most recent phone bill and a signed Letter of Authorization (LOA). The LOA authorizes the transfer.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Confirm completion">
    Once the port completes, the number appears in your phone number list and is ready to use.
  </Step>
</Steps>

<Warning>
  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.
</Warning>

***

## 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

***

## 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

***

## Number configuration

### 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.

### 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.

### 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

### 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.

***

## 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.

<Tip>
  To prevent accidental deletion, only give phone number management permissions to admin users.
</Tip>

***

## 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

<Warning>
  Releasing a number is permanent. Any contacts, workflows, or campaigns using that number will lose their association. Update your automations before releasing.
</Warning>

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="How many numbers can I have?">
    There is no hard limit. You can purchase as many numbers as your business needs. Each number has a monthly fee.
  </Accordion>

  <Accordion title="Can I use the same number for calls and SMS?">
    Yes. All HoopAI phone numbers support both voice and SMS on the same number.
  </Accordion>

  <Accordion title="Do I need A2P registration for SMS?">
    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](/getting-started/a2p-10dlc-registration).
  </Accordion>

  <Accordion title="Can I buy international numbers?">
    Yes, numbers are available in many countries. Availability and pricing vary by region. Check the buy number interface for supported countries.
  </Accordion>
</AccordionGroup>