Manage phone numbers in GorgiasUpdated 2 hours ago

Once you’ve added a phone number to Gorgias, you can connect it to Voice, SMS, and WhatsApp integrations to handle customer conversations from these channels as tickets in your helpdesk. If you need to make changes to your phone number, you can update which integrations are connected to it, change the phone number’s name in your helpdesk, delete the phone number, or port your number out of Gorgias to use it with a new provider.

Requirements

• Available on all Helpdesk plans with either the Voice or SMS Add-on
• Only Admins can add phone numbers to Gorgias

Manage connected integrations

Phone numbers are required to use the Voice, SMS, and WhatsApp integrations.

Connect additional integrations

So long as your phone number supports Voice, SMS, and MMS capabilities, you can connect it to a Voice integration, an SMS integration, or a WhatsApp integration. This way, your team can make phone calls, answer texts, and send WhatsApp messages all from the same phone number.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. Select a phone number from the list.
4. Under Connected integrations, click + Add Integration next to Voice, SMS or WhatsApp.
5. Follow the steps to set up the integration with your phone number.

Delete an integration

If you’d like to disconnect a Voice, SMS or WhatsApp integration from a phone number and prevent future conversations of that type, you can delete the integration.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. Select a phone number from the list.
4. Under Connected integrations, click Manage integration next to Voice, SMS or WhatsApp.
5. Click Delete Integration, then click Confirm.
   
   

Edit or delete a phone number

You can edit an existing phone number to change its name, or delete a phone number from Gorgias if you no longer need it. Before you can delete a phone number, you’ll need to either connect its integrations to a different number, or delete the integrations from your helpdesk.

Edit a phone number’s name

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. Select a phone number from the list.
4. Under Title, enter a new name for the phone number.
5. Click Save Changes.
   
   

Delete a phone number from Gorgias

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. Select a phone number from the list.
4. Click Delete Number.
5. Click Confirm.
   
   

Port your phone number out of Gorgias

If you’re leaving Gorgias Voice and want to port your phone number to a new service provider, the process occurs mostly on the side of your new provider.

1. Submit the porting request to your new service provider.
2. They'll let you know what information they need — in some cases they may need a PIN and CSR (customer record). Contact our support team if you need access to these records.
3. Twilio will contact us to confirm the porting out process, which we will approve.
4. Once we approve the transfer, it’s up to your new provider to complete the process.
5. Your new provider will request any outstanding additional information from you, and they should notify you of the porting date.