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Overview

Shared phone numbers allow multiple team members to call and text from a single number, enabling collaborative customer communication. Teams can delegate tasks, stay updated on customer interactions, and ensure seamless communication continuity.

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How shared numbers work

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Collaborative features

Simultaneous call handling:
  • Incoming calls ring for everyone with access
  • First person to answer stops ringing for others
  • Multiple concurrent calls supported - number never shows as busy
Unified communication:
  • All messages, voicemail, and call history synced across team
  • Clear identification of which team member sent each message
  • Real-time typing indicators when teammates are responding
  • Shared business address book for all team members
Internal collaboration:
  • Leave internal comments on messages, calls, or voicemail
  • View and reply to internal threads
  • See when conversations were opened and by whom
Team collaboration interface showing internal threads

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User limits by plan

Starter plan:
  • Up to 10 users can call and text from one number
  • Up to 10 people can receive incoming calls simultaneously
Business plan:
  • Up to 100 users can call and text from one number
  • Up to 10 people can receive incoming calls simultaneously
For larger teams needing custom ring distribution to more than 10 people, set up ring groups with custom ring orders in call flows.

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Setting up shared numbers

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Adding team members to numbers

From phone number settings:
  1. Go to Settings → Phone Numbers
  2. Click the number you want to share
  3. Under Users, click Add users
  4. Search for and select team member
  5. Choose member role (Member or Admin)
Adding users to phone number in settings
User role selection for shared number access

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Permission levels

Admin access:
  • Can modify phone number settings
  • Can add other team members to the number
  • Full calling and texting capabilities
  • Internal thread and comment access
Member access:
  • Calling and texting capabilities
  • View all conversations and history
  • Internal thread and comment access
  • Cannot modify settings or add users
Only account Owners and Admins can assign numbers to team members. This feature is available on web, desktop, and iOS apps.
View complete feature comparisons and current pricing on our pricing page.

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FAQs

Verify the team member has been added to the specific phone number in Settings → Phone Numbers. Access is granted per number, not account-wide.
Check that all team members have the Quo, formerly OpenPhone app installed and notifications enabled. Ensure they’re logged into their accounts on their devices.
Only account Owners and Admins can add users to phone numbers. Verify your role permissions and ensure you’re using a supported platform (web, desktop, or iOS).
Internal threads are only visible to users who have access to the specific phone number. Ensure all relevant team members are added to the shared number.
Check your plan’s user limits (10 for Starter, 100 for Business). Consider upgrading your plan or redistributing users across multiple numbers.