Setting up numbers per brand

Each brand needs its own number, its own greeting and its own hours. Sharing one number defeats the point of brands.

Each brand needs its own number, its own greeting and its own hours. Sharing one number defeats the point of brands.

Assign a number to a brand

1. Open Admin Center, then Channels, then Talk and email, then Talk.
2. On the Lines tab, edit the number and set its brand.
3. Set its group so calls route to the right team.
4. Record a greeting for that brand.
5. Set its business hours.
6. Call it and check the ticket carries the right brand.

The greeting is the giveaway

A caller to Brand B hearing Brand A's name has learned something you did not intend to tell them. Each brand needs its own recording, and that is the step most often skipped because the number works without it.

Hours can differ

Where brands operate in different countries or markets, their hours differ, and each number should reflect its own. That means a schedule per brand rather than one shared one.

Agents can serve several

One agent can take calls for two brands, which is usually what you want in a small team. The ticket's brand comes from the number dialled, so reporting stays correct even when the person is shared.

What agents need is a way to see which brand a call is for before they answer, which the incoming call shows.

See also

• What multiple brands solve and when to use them
• Adding a phone number
• Using multiple schedules