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Overview

Conduit integrates VoIP services into your account, enabling teams to manage calls, two-way SMS messaging, and VoiceAI all in one place. By centralizing communication channels, your team can respond quickly, track conversations, review transcripts, and maintain context across platforms.

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Setup Instructions

To connect your phone and SMS service:
  1. Navigate to Settings > Connected Channels > Phone
  2. Select Request or port a number or Request A2P if you already have a number in Conduit
  3. Complete the Conduit Phone Line Registration form with your information:
    • Choose No to request a new number
    • Choose Yes to port an existing number from your current VoIP provider
  4. Submit the form; a Conduit team member will contact you with next steps

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Group Messaging

Conduit supports group messaging for conversations including your Conduit phone number.
WhatsApp group chats are not supported in Conduit.
To start a group message, send an outbound text to all intended recipients. Phone numbers must include country codes and be separated by commas. To assign a name to your group chat, create a new contact with your chosen group name and add the same comma-separated phone numbers.

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Mobile Call Bridge

Mobile Call Bridge allows team members to place outbound calls from their mobile devices using their Conduit workspace phone numbers. Calls appear to recipients as coming from your Conduit business number rather than a personal mobile number. This feature applies only to mobile devices and does not affect desktop calling behavior.
  1. Navigate to Settings > Connected Channels > Phone
  2. Locate the Mobile Call Bridge toggle and enable it.
Once enabled, the feature is automatically applied when outbound calls are initiated from a mobile device. The user may select the number to display to the recipient. No additional configuration is required.

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Supported Call Types

The Mobile Call Bridge works for all outbound calls initiated from:
  • The dialpad
  • Call transcripts, when returning a call
  • The inbox, when placing an outbound call

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Call forwarding

When using a Conduit number for call forwarding, you can control what phone number the receiving party sees when a call is forwarded to them.

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Original Caller ID

The Original Caller ID toggle determines which number is displayed to the forwarded destination:
  • Toggled ON: The original caller’s phone number is passed through to the forwarded destination. The recipient sees the number of the person who originally called.
  • Toggled OFF: The Conduit number is shown to the forwarded destination. The recipient sees your Conduit business number instead.
This setting helps recipients identify whether an incoming call is being forwarded through your Conduit system or is a direct call. To configure this setting, navigate to Settings > Connected Channels > Phone and locate the Original Caller ID toggle under your call forwarding configuration.

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Plain-text messaging

SMS is a plain-text channel. Formatted hyperlinks (e.g. [text](url)) and internal URL shortening are not supported and will appear as raw text in the recipient’s message. To share a link, include the full URL directly in your message: 
Visit us at https://example.com for more information.
Most devices and messaging apps automatically render full URLs as clickable links for the recipient.

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Phone FAQ

How long does the process take? The process takes approximately one week to collect and verify compliance information. Will I be able to send SMS? SMS is supported in most countries. A Conduit team member will inform you if SMS support is available for your business.