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Video
A companion video tutorial is also available for a visual walkthrough of the steps covered in this article.
00:00: This video provides an overview of the Numbers page within the Messaging Portal. You
00:04: will discover how to search,
00:05: add, update, assign, and delete phone numbers.
00:09: The Numbers page is shown if your enterprise is using the SMS service. Use this page
00:14: to manage your SMS numbers.
00:16: The Numbers table is made up of five columns.
00:18: The first column is the Phone Number itself.
00:21: Next is the "Assigned To" column, which indicates whether the number is associated
00:25: with a Teams user or a group of Teams users. This column displays "Unassigned" when
00:31: the number has not yet been assigned to anyone.
00:33: When a number is assigned,
00:35: the value appears as a hyperlink. Clicking the hyperlink opens the details modal for
00:40: that assignee
00:41: — the User modal if the number is assigned to a Teams user, or the Group modal
00:46: if it's assigned to an SMS group.
00:49: Then there's the SMS Carrier column, which shows the SMS provider handling that
00:53: number. You'll only see this column if you're managing your own phone numbers.
00:58: The Services column gives you a quick look at the SMS capability and assignment for
01:02: each number.
01:04: Now let's look at what each service chip means. This symbol indicates that the
01:09: number is not SMS capable. Note that this chip is not
01:12: clickable. If you are managing your number, you can use the Update action or the
01:17: Update button to add SMS capability, after which the chip will become clickable.
01:22: This symbol indicates that the number is assigned to either a Teams User or an SMS
01:26: Group.
01:28: Refer to the corresponding Assigned To column for a quick overview of this
01:31: assignment.
01:32: Click on the service chip to modify the assignment or to unassign the number.
01:36: The question mark symbol indicates that the number is SMS capable but is not
01:40: currently assigned.
01:43: Click on the chip to assign the number to either a Teams User or SMS Group.
01:47: Next, let's talk about managing numbers. When your enterprise is configured to manage
01:52: its own numbers,
01:53: options to add numbers, update numbers, and delete numbers become available.
01:58: First, let's tackle adding new phone numbers.
02:01: Using the Add Number button, you can add a single number manually or add a block of
02:05: numbers.
02:06: To add a single number, select the country code for the number and then input the
02:11: number in the first field. Leave the second field
02:14: empty.
02:15: Once added, the number will be displayed in the table.
02:23: You can also add multiple numbers at once by entering a range.
02:26: This is useful
02:27: when provisioning a block of numbers in a single action.
02:31: Unlike adding a single number, you’ll need to enter the ending number in the second
02:35: field.
02:37: The portal shows how many numbers are included in the range so you can review its size.
02:43: If the range is not correct, adjust it as needed. Once confirmed, proceed to
02:48: complete the remaining fields—the capability and carrier.
02:52: To proceed, click the "Review & add" button.
02:55: Before proceeding, you’ll have one final opportunity to confirm the number range.
03:00: Once confirmed, a progress screen will appear while the numbers are being added.
03:05: After processing, a result screen will display—showing either a successful addition or
03:09: identifying any numbers that failed to be added.
03:13: When you close the modal, the successfully added numbers will appear in the table.
03:17: You’ve seen how to add a single number and a number block.
03:20: You can also import phone numbers from a file, which is useful when the numbers are
03:24: not in a continuous range.
03:27: To proceed,
03:28: click the “Import” button.
03:30: In the Import Phone Numbers form, click the “Download CSV Template” link to get the
03:35: template file.
03:37: Fill in your phone numbers and their corresponding capabilities.
03:41: Next, select the appropriate SMS Carrier Profile. Then click “Select File to upload” and
03:47: choose your completed file.
03:49: Once uploaded, click “Import” button to begin the process.
03:52: After the import is complete, the numbers will appear in the Numbers table.
03:57: Now, let's explore updating phone numbers.
03:59: Let's say you want to update the SMS carrier and the SMS capability of the number on
04:04: the first row. To do
04:06: so, click the Update option under the Actions column. To update the carrier, tick the
04:11: first checkbox,
04:12: then select the new SMS carrier from the dropdown. To update the SMS capability,
04:17: tick the second checkbox, then select the action — whether to add or remove the SMS
04:22: capability.
04:23: Note that the number must be unassigned first — we'll cover unassigning later in
04:27: this video. Click Save to apply the changes, which will then appear in the table.
04:32: Now, let's move on to updating several phone numbers in one
04:35: go.
04:36: For this, check the boxes
04:37: corresponding to the phone numbers to update, or check Select All to apply changes to
04:42: all numbers
04:43: in the inventory. Then, click the Update button above the Numbers table.
04:49: For the purposes of this demo, the SMS carrier will be updated first and then the
04:53: SMS capability, although it's possible to update both attributes at once.
04:58: First, take note of the SMS carrier of the top 3 numbers. Check the boxes for
05:03: these 3 numbers,
05:04: then click Update. Check the first box to open the option to update the SMS
05:09: carrier. Choose the new carrier from the dropdown.
05:12: As the warning suggests, ensure the chosen carrier hosts the SMS number to avoid
05:17: service interruption.
05:19: Then click Update.
05:21: Notice that the SMS carriers of the 3 numbers have changed.
05:25: For the second example, let's update the SMS capability of multiple numbers.
05:30: The Messaging Portal requires that only unassigned numbers can change SMS capability
05:35: status.
05:35: So, let's update the first 2 unassigned numbers.
05:39: Notice that these numbers start without SMS capability. Check the boxes for these 2
05:44: numbers, then click the Update button. Check the second box to open the option to
05:48: change the SMS capability. Check
05:50: the Add SMS Capability option. Then click Update. Notice
05:54: that the Service chip for the 2 numbers has now turned into a question mark,
05:58: indicating
05:58: the SMS capability has been added and the numbers are ready for assignment.
06:04: To avoid service interruptions for users, changing the SMS
06:07: capability of numbers is not allowed when the numbers are assigned.
06:11: Let's try to do that here
06:12: in this video. Select numbers with at least one of them assigned,
06:16: then click the Update button. Check the second box to expand the SMS capability
06:21: option. Choose the option to remove the SMS capability.
06:24: Notice that a message appears informing you that this is not allowed.
06:28: The Update button also remains inactive.
06:32: This same restriction also applies
06:33: if you update a single number via the Update option in the Actions column.
06:38: Next, let's examine how to delete numbers.
06:41: Similar to the restriction on changing SMS capability,
06:43: the portal does not allow assigned numbers to be deleted
06:46: -- the Delete option is not shown for them.
06:50: Unassign the numbers first before deleting. To delete an individual number, simply select
06:54: the Delete option in the Actions column corresponding to that number.
07:01: To delete several unassigned numbers at once, select the checkboxes next to the
07:05: numbers, then click the Delete button above the Numbers table.
07:09: Review the warning message, then click the Delete button to confirm.
07:16: Once the deletion is complete, the numbers will be removed from the Numbers table.
07:20: Now that we've covered the columns, as well as adding, updating, and deleting numbers,
07:25: let's look at how to search and filter the Numbers table.
07:29: There are two ways to search for phone numbers in the Numbers table.
07:32: The first is the search box in the top-right corner of the table. As you type, it
07:37: instantly filters across all columns at once — including phone numbers, assigned
07:42: users, and more.
07:44: To clear the entry in the quick search box,
07:45: click the X icon on the right side of the box to view the full list again.
07:50: The second method is the column filter.
07:53: Click the filter icon next to any column heading to search within that specific
07:57: column. Filters
07:58: can be applied across multiple columns at the same time
08:01: — for example, filtering by both Phone Number and Assigned To columns
08:05: simultaneously will display only rows that match both criteria.
08:15: The Services column has a special filter worth noting. Instead of a text search box,
08:19: it offers a dedicated filter for SMS capability and SMS assignment status
08:24: — letting you quickly narrow down numbers based on their service chip.
08:27: Here, we filter for numbers that are not SMS capable by selecting only the "SMS Not
08:32: Capable" option.
08:34: We can also filter for numbers assigned to groups. To do this, select the "SMS
08:39: Capable" checkbox and choose only the "Assigned to Group" option.
08:46: Another example is filtering for unassigned SMS-capable numbers. To do this, open the "SMS
08:52: Capable" group and select only the "Unassigned" option.
08:58: This is useful when identifying available SMS numbers to assign to new team members.
09:03: When you're done, click the Reset Filters button to clear all active column filters
09:08: at once and see the full list again.
09:10: Before moving on, here's a small
09:12: but handy feature of the Numbers table. When you hover over a value in the Phone
09:16: Number, Assigned To, or SMS Carrier columns, a copy icon appears next to it. Click the
09:22: icon to copy that value to your clipboard — useful when you need to paste a
09:26: number into a ticket, email, or another system.
09:29: Now that we've covered managing numbers and searching the Numbers table, let's look
09:33: at assigning them
09:33: so they're ready to use.
09:37: Before we proceed, it's important to emphasize one key point:
09:41: if your enterprise is still using the legacy SMS Connector App, any changes to SMS
09:46: number assignments require a manual sync of the app so that the changes take effect
09:50: for the affected Teams
09:51: users.
09:52: When a sync is required, a sync task will appear in the Dashboard's Tasks table.
09:58: Now let's proceed to assigning numbers.
10:00: Click the question mark icon to start the assignment procedure.
10:04: There are two assignment types — to a Teams user or to an SMS group.
10:36: You can also assign a number to an SMS group.
10:40: Click the chip with the question mark, select the "SMS Group" option,
10:45: and select the chosen Group.
10:54: After saving, the question mark is replaced with 'SMS' text indicating
10:58: the number is assigned. This is a one-to-many arrangement — each member of the
11:02: group can send and receive SMS using that shared number, and everyone in the group sees
11:07: a copy of any message sent.
11:09: Note that the SMS groups are defined under the Services menu.
11:13: Click SMS, then go to the Groups tab.
11:17: Here, you can add new groups or modify composition of existing groups by clicking on
11:21: the group name.
11:23: Now let's return to number assignment — specifically, how to modify it.
11:29: To change a number's assignment, simply click the SMS chip and select the user or
11:33: group that will receive the new assignment, then click the Update button.
11:38: You may want to unassign a number — for example, when an employee is leaving or
11:42: you need to take it out of service.
11:44: To do
11:44: so, click the SMS chip to open the assignment modal and then click Unassign.
11:50: Notice that the chip reverts to the question mark icon chip,
11:53: indicating the number is now unassigned.
11:56: As a reminder, any changes to number assignments must be finalized
11:59: if you are using the legacy SMS Connector App.
12:02: The sync task will appear on your dashboard — proceed to sync the SMS app to
12:07: complete your
12:07: changes. Again, we strongly recommend that your enterprise transition to the
12:12: Unified Connector
12:13: App. Please contact your ConnecttoTeams provider to plan this migration.
12:17: Finally, you may export your numbers by clicking the Export button above the Numbers
12:21: table.
12:23: The portal will generate a file containing your numbers and their current
12:26: configuration.
12:27: This comes in handy for record-keeping, auditing your number inventory, sharing the
12:32: list with your team, or importing it into another system.
12:35: You are now equipped to manage your numbers in the ConnecttoTeams Messaging Portal with
12:39: confidence. For additional resources, visit
12:41: our knowledge base at https://kb.connecttoteams.com.
Prefer a visual walkthrough?
Watch the step-by-step video here. Jump links are available for each part of the video.
Accessing the Numbers Page
The Numbers page is shown if your enterprise is using the SMS service. Use this page to manage your SMS numbers.
Understanding the Numbers Table Columns
The Numbers table is made up of five columns:
Phone Number — the phone number itself.
Assigned To — indicates whether the number is associated with a Teams user or a group of Teams users. This column displays "Unassigned" when the number has not yet been assigned to anyone.
SMS Carrier — shows the SMS provider handling that number. You will only see this column if you are managing your own phone numbers.
Services — gives you a quick look at the SMS capability and assignment for each number through a service chip.
Actions — provides per-row actions such as Update and Delete.
When a number is assigned, the value in the Assigned To column appears as a hyperlink. Clicking the hyperlink opens the details modal for that assignee — the User modal if the number is assigned to a Teams user, or the Group modal if it is assigned to an SMS group.
Service Chip States
The service chip in the Services column reflects the SMS capability and assignment status of each number. There are four possible states:
Not SMS Capable
The “Not available” chip (also called the “Universal No” symbol) indicates that the number is not SMS capable. This chip is not clickable. If you are managing your number, you can use the Update action or the Update button to add SMS capability, after which the chip will become clickable.
SMS Capable but Unassigned
The “Plus” chip indicates that the number is SMS capable but is not currently assigned. Click on this chip to assign the number to either a Teams user or an SMS group.
Assigned (No Issues Detected)
A green SMS chip indicates that the number is assigned to either a Teams user or an SMS group and no configuration issue is detected. Refer to the corresponding Assigned To column for a quick overview of this assignment. Click on the service chip to modify the assignment or to unassign the number.
Assigned (Issue Detected)
A red SMS chip indicates that the number is assigned to either a Teams user or an SMS group but an issue has been detected. To check specifics on the issue, open the SMS Configuration modal by clicking on the SMS chip.
Sample Issue:
Indeed, this is an issue because the SMS Carrier Profile is necessary so the system knows which SMS provider to use for sending outbound SMS messages. To fix this, click the Update action and assign the right SMS Carrier Profile to the number. Alternatively, unassign the number from the user or group — both options are discussed later in this guide.
Managing Numbers
When your enterprise is configured to manage its own numbers, options to add numbers, update numbers, and delete numbers become available.
Adding Phone Numbers
Using the Add Number button, you can add a single number manually, add a block of numbers, or import numbers from a file.
Adding a Single Number
To add a single number, select the country code for the number and then input the number in the first field. Leave the second field empty. Once added, the number will be displayed in the table.
Adding a Block of Numbers
You can also add multiple numbers at once by entering a range. This is useful when provisioning a block of numbers in a single action.
Unlike adding a single number, you will need to enter the ending number in the second field. The portal shows how many numbers are included in the range so you can review its size. If the range is not correct, adjust it as needed.
Once confirmed, proceed to complete the remaining fields — the capability and carrier — then click the Review & Add button.
Before proceeding, you will have one final opportunity to confirm the number range. Once confirmed, a progress screen will appear while the numbers are being added. After processing, a result screen will display — showing either a successful addition or identifying any numbers that failed to be added. When you close the modal, the successfully added numbers will appear in the table.
Importing Phone Numbers from a File
You can also import phone numbers from a file, which is useful when the numbers are not in a continuous range. To proceed, click the Import button.
In the Import Phone Numbers form, click the Download CSV Template link to get the template file. Fill in your phone numbers and their corresponding capabilities.
Next, select the appropriate SMS Carrier Profile. Then click Select File to Upload and choose your completed file. Once uploaded, click the Import button to begin the process. After the import is complete, the numbers will appear in the Numbers table.
Updating Phone Numbers
The SMS carrier and SMS capability of a number can be updated individually or in bulk.
Updating a Single Number
Click the Update option in the Actions column for the target row.
To update the carrier, tick the first checkbox and select the new SMS carrier from the dropdown.
To update the SMS capability, tick the second checkbox and select Add or Remove.
Click Save.
The number must be unassigned first before you can change its SMS capability. See the Unassigning a Number section for details.
Updating Multiple Numbers
Select the checkboxes for the numbers to update, or check ‘Select All’ to apply changes to every number in the inventory.
Click the Update button above the Numbers table.
Tick the first checkbox to change the SMS carrier, the second to change the SMS capability, or both to update them together.
Make the selections and click Update.
When updating the SMS carrier, ensure the chosen carrier hosts the SMS numbers being changed. Selecting a carrier that does not host the numbers will result in service interruption.
Restrictions on Changing SMS Capability
Changing the SMS capability is not allowed on assigned numbers. This applies to both single and bulk updates: if any selected number is assigned, the operation is blocked, an error message is shown, and the Update button remains inactive. Unassign the affected numbers first.
Deleting Phone Numbers
Similar to the restriction on changing SMS capability, the portal does not allow assigned numbers to be deleted — the Delete option is not shown for them. Unassign the numbers first before deleting
Deleting a Single Number
To delete an individual number, simply select the Delete option in the Actions column corresponding to that number.
Deleting Multiple Numbers
select the checkboxes next to the numbers
Click the Delete button above the Numbers table.
Review the warning message, then click the Delete button to confirm.
Once the deletion is complete, the numbers will be removed from the Numbers table.
Searching and Filtering the Numbers Table
There are two ways to search for phone numbers in the Numbers table.
Quick Search Box
The search box is located in the top-right corner of the table. As you type, it instantly filters across all columns at once — including phone numbers, assigned users, and more. To clear the entry in the quick search box, click the X icon on the right side of the box to view the full list again.
Column Filters
Click the filter icon next to any column heading to search within that specific column. Filters can be applied across multiple columns at the same time — for example, filtering by both Phone Number and Assigned To columns simultaneously will display only rows that match both criteria.
Services Column Filter
The Services column has a special filter worth noting. Instead of a text search box, it offers a dedicated filter for SMS capability and SMS assignment status — letting you quickly narrow down numbers based on their service chip.
To filter for numbers that are not SMS capable, select only the "SMS Not Capable" option.
To filter for numbers assigned to groups, select the "SMS Capable" checkbox and choose only the "Assigned to Group" option.
To filter for unassigned SMS-capable numbers, open the "SMS Capable" group and select only the "Unassigned" option. This is useful when identifying available SMS numbers to assign to new team members.
When you are done, click the Reset Filters button to clear all active column filters at once and see the full list again.
Quick Copy from the Numbers Table
When you hover over a value in the Phone Number, Assigned To, or SMS Carrier columns, a copy icon appears next to it. Click the icon to copy that value to your clipboard — useful when you need to paste a number into a ticket, email, or another system.
Assigning Numbers
When SMS number assignments change, a sync of the connector app may be required for the changes to take effect for affected Teams users. The sync requirement depends on which connector app the enterprise uses — see Connector App Sync Requirements below.
There are two assignment types: assigning a number to a Teams user (one-to-one), or assigning it to an SMS group (one-to-many).
Assigning a Number to a Teams User (One-to-one)
These are the steps to assign an SMS nmber exclusively to a user who can then send and receive SMS directly from the Teams client or the connector app.
Click the service chip with the plus symbol.
Select the "SMS User" option
Select the Teams user to assign to.
Click Save.
After saving, the chip changes from the plus symbol to "SMS," indicating the number is assigned.
Assigning a Number to an SMS Group (One-to-many)
These are the steps to assign a number to an SMS Group. This is a one-to-many arrangement — each member of the group can send and receive SMS using that shared number, and everyone in the group sees a copy of any message sent.
Click the service chip with the plus symbol.
Select the "SMS Group" option
Select the chosen SMS Group.
Click Save.
After saving, the plus symbol in the service chip is replaced with "SMS" text indicating the number is assigned.
SMS groups are defined under the Services menu. Click SMS, then go to the Groups tab. Here, you can add new groups or modify the composition of existing groups by clicking on the group name.
Modifying a Number's Assignment
To change a number's assignment, simply click the SMS chip and select the user or group that will receive the new assignment, then click the Update button.
Unassigning a Number
You may want to unassign a number — for example, when an employee is leaving or you need to take it out of service. To do so, click the SMS chip to open the assignment modal and then click Unassign. The chip reverts to a plus symbol, indicating the number is now unassigned.
Connector App Sync Requirements
When SMS number assignments change, a manual sync of the connector app may be required so that the changes take effect for affected Teams users.
The sync trigger depends on the connector app in use:
Legacy SMS Connector App: Any change to SMS number assignments — either assigning or unassigning a number — requires a manual sync.
Unified Connector App: A sync is required only when a user is assigned an SMS number for the first time, either as a personal number or as a member of an SMS group.
When a sync is required, a corresponding task appears in the Dashboard's Tasks table — "Sync SMS App" for the legacy app, or "Sync Unified App" for the unified app. The enterprise admin must complete the task to finalize the assignment changes.
Important:
The legacy SMS Connector App is approaching end-of-life. We recommend transitioning to the Unified Connector App, which requires sync in fewer cases and ensures uninterrupted service after the legacy app is retired. Contact your ConnecttoTeams service provider to plan the migration.
Exporting Numbers
You may export your numbers by clicking the Export button above the Numbers table. The portal will generate a file containing your numbers and their current configuration. This comes in handy for record-keeping, auditing your number inventory, sharing the list with your team, or importing it into another system.
Additional Resources
For more guides and step-by-step documentation, check the rest of the knowledge base articles for the new Messaging Portal.