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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.
If phone is in scope, please start this on day one. Voice calling can be live quickly, but SMS in the US and numbers outside the US both depend on approvals that sit with carriers and regulators rather than with us.

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Requesting or porting a number

Go to Settings > Phone under Channels, click Request or port a number, and complete the form, or open the form directly. If you already have a number in Conduit and only need SMS registration, click Request A2P instead. When it asks whether you want to port a number from your current VoIP system, answer yes if you would like to port a number or no if you would like to request a new number. That opens a second form which collects the details of your existing numbers. You do not need to contact your current provider yourself. Once the forms are in, our phone team takes it from there and will tell you what is needed next.

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What to expect on timing

The port itself is quick. What adds time is the approvals that sit either side of it, and which one applies depends on where your number is. For US numbers, you can make and receive voice calls as soon as the number is live. Texting is the part that waits, because your brand and your messaging campaign both have to be registered and approved first. Campaign approval usually takes one to two business days once we submit it. Outside the US, most countries require a regulatory bundle with your business details and a local address before a number can be purchased at all, so that step comes first rather than last. In practice, delays come from incomplete or mismatched details rather than from the review queues. If you are able to send the forms over early and complete, that helps us keep things moving. The cutover is scheduled, not automatic. You tell us the timing that suits you, we confirm it with you before submitting the port to your carrier, and for US numbers the port completes on that schedule once your A2P campaign is approved. You will be told once the port has completed, and at that point you should stop using your previous phone system, because calls will be arriving in Conduit.

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Enabling SMS on your number

Calling and SMS are enabled separately, so once your number is live in Conduit there is one more step before you can text.
1

Open your phone settings

Go to Settings > Phone. Your number appears as a card once it has been added.
2

Open Configure

Click the Configure icon next to the number. A panel opens showing what is set up for that number and what is not.
3

Check the two items

The panel lists two things:
  • Connect Phone Number, which sets up the number for calls and SMS. This is usually already done, shown with a green tick.
  • Enable SMS, which sets up A2P compliance for SMS.
4

Enable SMS

Click Enable next to Enable SMS. This is where SMS is switched on for that number.
A green tick means that step is complete. If SMS was included in your original number request, this may already be done, so there is nothing more for you to do here.
If you are sending to US numbers, SMS also requires carrier registration, described below. Outbound texts will not work until that registration is approved, however your number was set up.

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If you are sending SMS to US numbers

US carriers require registration before any business can send SMS. There are two steps and they happen in order: your brand is registered and vetted, then your messaging campaign is registered and approved. For brand registration, we need your legal entity name, registered address, and tax ID exactly as they appear on your official filings. A small mismatch causes the submission to fail and the process to start again, so please check these against a filing rather than from memory. For campaign registration, we need a short description of how you will use SMS, sample messages, and a description of how guests opt in to receive messages from you, along with evidence of that opt in. At least two sample messages are required, and five improve your chances of approval. A screenshot of the opt in flow is needed for submission, and this is the part most likely to be queried, so it is worth preparing properly. We also need links to your privacy policy and your terms of use, both of which are required for approval. If you operate multiple brands, we will need to work out whether each one requires its own registration or whether they sit under a parent. This depends on which legal entity is sending the messages. If you are adding a further workspace later and the messages will still come from the same legal entity, please tell us. We can usually reuse your existing phone setup rather than putting you through brand and campaign registration a second time.
We will not enable outbound SMS until your campaign is approved. Sending before approval risks your messages being filtered and can affect the standing of your number.
Toll free numbers go through a separate verification process with its own review queue.

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If you are outside the US

Many countries require a local business presence or a local address in order to hold a phone number in that country. This occasionally means the entity you operate through cannot hold a number in the market you want. If we run into this, we will talk through the options with you. Usually these are holding a number in a country where your entity does qualify, using a local entity, or covering that market through email and WhatsApp instead.

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Once your number is live

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Frequently asked questions

Yes. That is how it is designed to work. You tell us the timing that suits you and we confirm it with you before the port is submitted.
Please let your onboarding contact know if you would like to port more than 5 numbers.
Once the port finishes, go to Settings > Phone under Channels and click Refresh numbers, then Enable number beside the ported number. Open Configure, connect the number if prompted, then click Enable SMS once A2P is approved. If the number is missing, wait for the port to finish and refresh again.
Please tell us early. Whoever holds the number needs to authorise the port out.
The usual reason is that your campaign registration has not been approved yet, and we keep outbound SMS off until it is. This protects your number, as sending before approval risks messages being filtered. The other common reason is a number that is live but not yet attached to your approved campaign, which we can add for you.
Possibly. It depends which legal entity is sending the messages, and whether your brands sit under a parent. Tell us about all the brands in scope and we will work it out with you.
Usually not. If the messages will still come from the same legal entity, we can reuse your existing phone setup across the new workspace, so there is no second round of brand and campaign registration. Please mention the new workspace when you request it so we can set it up that way from the start.
Yes, US numbers for voice calls can be purchased directly in Conduit. If you already have an approved campaign, we connect the new number to it. If your campaign is still in progress, the number works for calls straight away and we attach it for texting once approval comes through.