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A phone number does nothing until it is attached to an agent. You attach it in the agent’s Deployment tab, and you can move it to a different agent at any time. Calls already in progress finish normally, and the change applies to the next call.

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Before you start

  • An agent to attach the number to.
  • A number in your phone numbers list, either bought from Brilo or imported.
  • A paid plan, since taking an agent live needs one. See Plans.

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Steps

1

Open the agent's Deployment tab

Open the agent that should answer this number and go to Deployment.
2

Attach the number

Choose the number and attach it. It shows as attached once it is done, and your phone numbers list shows the agent under Assigned To.
3

Ring it yourself

Call the number from your own phone before telling anybody else. This is the only way to know the attachment worked.

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Moving a number to a different agent

Detach it from the current agent, then attach it to the new one. Callers reach the new agent from the next call, and a call already connected finishes with the old one. This is worth doing deliberately rather than quickly: a number attached to an agent you forgot about is the most common cause of “my agent is not answering”, because the number rings an agent that was never finished. See My agent is not answering.

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Calls and texts on the same number

One number can send its calls to one agent and its texts to another. That suits businesses that want a brisk, short style for messages and a warmer one on the phone. What you cannot do is have two agents answer calls on the same number. If you need different handling for different callers, that is routing rather than a second agent. See Route calls to the right team.

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One agent, several numbers

An agent can have several numbers attached, which is how you run a separate line per location, department, or campaign while keeping one set of instructions. Your agent cannot tell you which number was dialled unless you set that up, so if the greeting needs to differ, use a separate agent per number instead.

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If it did not work

The number is not in the list. It may already be attached to another agent. Check your phone numbers list and detach it there first. You attached it but calls do not arrive. Check you are on a paid plan, then ring the Brilo number directly. If it rings with no answer, see My agent is not answering. Your business number still rings your old phone. Forwarding at your provider has not taken effect. See Use your existing number.

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FAQ

For calls, no: one number’s calls go to one agent. What you can split is calls and texts, sending each to a different agent on the same number.
Yes, and it is the usual way to run separate lines for locations or campaigns without maintaining separate agents. All of them get the same instructions and the same knowledge.
The number rings and nothing answers. That is why a newly bought number should be attached straight away, and why detaching a number is the fastest way to take an agent off the air deliberately.
No. A call already connected finishes with the agent that answered it, and the next caller reaches the new agent. You can move numbers during the working day safely.
It is almost certainly attached to another agent already. Numbers can only be attached in one place at a time, so detach it there first.
Not by default. If the greeting or behaviour needs to differ by number, the reliable answer is one agent per number rather than one agent trying to work out where the call came from.