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Phone numbers in Custral live on Twilio and surface as Channels. Everything in this guide is configured from the Phone & SMS settings screen, which is split into five tabs.
Provisioning numbers and most actions here consume workspace credits and require a connected Twilio integration. If you don’t see a tab’s data, the underlying Twilio account may not be linked yet.

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The five tabs

My Numbers

Numbers you’ve already purchased, with owner assignment, edit, call logs, and removal.

Marketplace

Search Twilio for available numbers by area code and purchase them.

Sending Pools

Group numbers for round-robin dialing or team-based outreach. See Sending pools.

Messaging Services

Link Twilio Messaging Services for better SMS deliverability and branded sender IDs.
A fifth tab, Verified Caller IDs, lets you verify external numbers you already own so you can use them as outbound caller IDs.

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Buying a number (Marketplace)

1

Open the Marketplace tab

Go to Phone & SMS → Marketplace.
2

Search by area code

Enter an Area Code (e.g. 617) and click Search Numbers. Matching available numbers appear as cards, each showing the number’s capabilities (voice, SMS, MMS) and an Available badge.
3

Purchase

Click Purchase on a card to buy that number. The button shows the price in credits, and purchasing deducts that amount from your balance.
The Marketplace purchase flow only takes an area code. There is no friendly-name or CNAM field at purchase time. Those are set afterward on the My Numbers tab via Edit Phone Number (see below).

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My Numbers

The My Numbers tab lists every purchased phone, SMS, and pool channel. Each row shows the name/number, a type badge, an inline Assigned To owner dropdown, a status badge, and per-row actions (View Call Logs, Edit, remove).

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Setting the owner

Use the per-row owner dropdown to assign a single primary user, or clear it to leave the number unowned. For multi-user / team assignment, use Edit Phone Number → Manage Assignments.

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Edit Phone Number

Click the edit (pencil) icon on a number to open the Edit Phone Number modal:
The display name for the number. Saving also updates the channel name in Custral and writes the name back to Twilio.
A toggle that enables looking up the caller’s name for incoming calls.
Free-text message played when no one answers the call.
Assign the number to multiple users or teams so they can make and receive calls / SMS from it.
Editing Friendly Name, CNAM, or Voicemail Greeting writes changes back to Twilio. If the number isn’t fully linked to your Twilio account, the update can’t be applied.

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Call logs

The history (clock) icon opens Call Logs for that line: a table of phone conversations on the channel with Date, Call (title), Duration, and Outcome. Use View Transcript to jump to the full conversation.

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Releasing a number

The red trash icon on a row removes the number after a confirmation prompt. What it does depends on the row:
  • A number you purchased through Custral is released back to Twilio (it stops billing and inbound routing) and its channel is removed from Custral.
  • An external number: a verified caller ID promoted to an outbound channel, or a linked Messaging Service, has nothing to release on Twilio, so only its Custral channel is removed.
Releasing a purchased number is irreversible. Twilio does not hold the number for you, and you’ll be charged to acquire a new number if you want it back. There’s no guarantee the same number will still be available. Removing an external number / Messaging Service channel does not delete anything in Twilio.

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Sending Pools

A sending pool groups multiple numbers for round-robin dialing or team-based outreach. On the Sending pools tab, click Create Pool, give it a name, and add member numbers via the add control on each pool row. The trash icon on a pool row deletes the pool after confirmation. This removes only the grouping; the member numbers stay in your workspace and are not released. For how outbound dial-from rotation picks a number, see Sending pools.

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Messaging Services

The Messaging Services tab surfaces Twilio Messaging Services for better SMS deliverability and branded sender IDs. Click Sync Services to pull your Messaging Services from Twilio (each shows its Friendly Name and SID), then click Use as Channel on a service to make it available as a Campaign channel in Custral.

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Verified Caller IDs

Verify external numbers you already own so you can use them as outbound caller IDs (this helps avoid spam flags).
1

Start verification

Click Verify Number, enter the Phone Number (e.g. +15551234567), and submit. Twilio will call or SMS the number with verification instructions.
2

Use it as an outbound channel

Once verified, the number appears in the list. Use the green plus action to Use as Outbound Channel, which adds it as an outbound channel in Custral.
3

Remove

The trash action removes a verified caller ID after confirmation.

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Troubleshooting