> ## Documentation Index
> Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Manage Phone Numbers & Lines
> Add, rename, organize, assign, and remove connected phone numbers and lines in your MessageDesk workspace. Best practices for naming and team routing.
# Manage connected phone lines, naming, and call forwarding
Connect new phone lines, rename existing ones (with emojis for easy ID), set up call forwarding, and keep everything organized for your team.
***
## Navigate to Phone Management
1. Go to **Account → Settings → Workspace Settings → Phone Management**.
2. You'll see every connected phone line with options to **Add** and **Edit**.
> **Permissions.** You'll need the right role to manage numbers (**Manager = Editor**, **Operator = Viewer** by default). See [**Roles & permissions**](/settings/workspace-settings/team-management) if you don't see controls.
### What the Phone Management table shows
Each row in the table lists a connected number along with its registration state, so you can see at a glance which numbers are ready to send and which still need attention.
* **Phone number.** The line's number and label.
* **Campaign ID.** The carrier registration campaign the number is associated with. Numbers without a campaign show as unassociated and can't send messages until you assign one.
* **Status.** The current state of the number. MessageDesk tracks status through the whole lifecycle, so a number you're hosting or porting stays visible in the table while the carrier works on it.
#### Reading the status column
| Status | What it means | What to do |
| - | - | - |
| **Active** | The number is ordered, connected, and ready. | Nothing. You can send from it. |
| **Pending** | The number is being ordered but isn't active yet. | Wait for the carrier to finish. |
| **Pending Port In** | A port request is in progress. | Wait. Don't cancel service with your old provider until this clears. |
| **Pending TCR Campaign Add** | The number is ordered but isn't attached to an approved campaign. | Finish [carrier registration](/carrier-registration/submit), then [associate the campaign](#change-a-numbers-campaign-association). |
| **Pending TCR Campaign Change** | The number's campaign association is being updated. | Wait. This can take a while on the carrier's side. |
| **Pending Messaging Config Add** | The number is ordered but not yet attached to a messaging configuration. | Wait. [Contact support](/contact-us) if it doesn't clear. |
| **Canadian Traffic Only** | A Canadian number with no approved campaign. | Nothing, unless you need to text US numbers. See the note below. |
| **Removed** | The number is no longer on your account. | See [Removed numbers](#removed-numbers-and-snapbacks). |
**A number can only send messages while its status is active.** Any other status blocks outbound texting on that line. Inbound texts still arrive, so a number can be receiving messages while unable to reply.
**Canadian numbers without a campaign can only text Canada.** You can add a Canadian number without completing carrier registration, but it lands in a Canadian-traffic-only state and can't message US numbers. To text US recipients from it, complete [carrier registration](/carrier-registration/submit) and associate the number with an approved campaign.
#### Removed numbers and snapbacks
A hosted number can show as removed without you asking for it. This usually happens after a **snapback**: you move the voice side of a hosted number to a new provider, and that provider also pulls the texting side back, because MessageDesk never owned the number outright.
If a hosted line stops sending and shows as removed, [contact support](/contact-us). Restoring texting requires submitting a new hosting request and Letter of Authorization for that number.
Tell your new voice provider explicitly that **SMS on the number stays with MessageDesk** when you move voice service. That's the cleanest way to avoid a snapback.
***
## Add a new phone line / number to MessageDesk
1. In **Phone Management** under **Workspace Settings,** click **+ Add phone number**.
2. Choose the type you want to add or connect:
* [Overview (connecting phone lines)](/get-started/phone-numbers/overview).
* [Add a new text-only local number](/get-started/phone-numbers/purchase-new) (no extra charge; included in your subscription).
* [Host an existing number](/get-started/phone-numbers/host-number) (landline, VoIP, or local).
* [Port a number to MessageDesk](/get-started/phone-numbers/port-number) (moves voice and texting).
* [Toll-Free (text-enabled)](/get-started/phone-numbers/toll-free).
* [Connect Twilio phone numbers](/get-started/phone-numbers/twilio).
To add additional non-Twilio phone lines, complete [Carrier Registration](/carrier-registration/overview) first (10DLC for local, verification for toll-free).
***
## Name/label phone lines (and add emojis)
Clear names make routing and triage faster, especially with multiple lines.
1. Go to **Settings → Phone Management**.
2. Click **Edit** next to a phone line.
3. Enter a **Line name** ("Support – West" or "Dispatch 🚚").
4. (Optional) Add an **emoji** for quick visual scanning in the Inbox.
5. Click **Update**.
You can also edit the name of a phone line from your **inbox**. Hover over a phone line, click the **three dots (more) icon,** and then click **Rename**.
***
## Change a number's campaign association
If a number isn't yet tied to a carrier registration campaign, you can assign it to one from Phone Management without contacting support.
1. Go to **Settings → Phone Management**.
2. Click the number you want to update to open its **Phone Profile** page.
3. Click **Change campaign** and select the campaign to associate.
4. Click **Save**.
**Reassignment is only available for numbers with no current campaign.** If a number is already associated with a campaign, you can't switch it to a different campaign in-app. [Contact support](/contact-us) if you need to change the campaign on an already-associated number.
**Bandwidth host and port transfers now auto-associate.** After a successful host or port through Bandwidth, MessageDesk automatically links the number to the campaign you selected during the request. You don't need to associate it manually.
***
## Move a phone number between workspaces
If your tenant has multiple workspaces, you can move a connected phone number from one workspace to another. [Contact support](/contact-us) to initiate the move.
**You'll lose the conversation history on that number.** To move a number, MessageDesk first removes it from the source workspace. This also removes every **conversation tied to that number** from that workspace. After the move, the destination workspace starts fresh, and **neither workspace can view** the previous conversation history.
**No fee to move the number itself**, but workspace seats are billed **per user, per workspace**. If a teammate needs access to both workspaces after the move, they're billed in each. Confirm seat impact before requesting the move.
If your only goal is to limit which users see a specific phone line, you usually **don't** need to move the number to a separate workspace. Use [Roles & permissions](/settings/workspace-settings/team-management#user-roles-and-permissions) to grant per-line access inside your existing workspace. See [Tenant management](/get-started/tenant-management#do-i-need-a-separate-workspace-or-just-user-permissions) for the full decision guide.
***
## Port your number away from MessageDesk
Use this path when you want to keep your phone number but use it with a different messaging or VoIP provider. The transfer is driven entirely by your new provider pulling the number into their system.
To move your phone number to a different provider:
1. **Submit a Letter of Authorization (LOA) to your new provider.**\
Your new provider needs an LOA to start the hosting or porting process.
2. **New provider starts the port/host request.**\
Once they have your LOA, your new provider begins managing your number configuration. The process typically takes up to 48 hours.
3. **Wait for the transfer to finish.**\
During the transfer period, MessageDesk can't take any action. The new provider handles the entire process.
**Carrier registration campaigns aren't transferable.** You can't move a carrier registration campaign completed with MessageDesk to your new provider. You'll need to complete a new carrier registration with your new provider before you can text.
**No porting PINs or account numbers required.** Moving your texting services out of MessageDesk doesn't require any porting PINs or account numbers. MessageDesk doesn't need to take any action to release your number.
Contact your new provider before starting the porting process to understand their specific porting and hosting requirements.
***
## Remove a phone number from MessageDesk
"Removing" a number can mean two different things. Pick the path that matches your goal:
* **Move the number to a different provider.** The number keeps working; only the service changes. This is a port-out. Your new provider pulls the number into their system, and MessageDesk takes no action. Follow [Port your number away from MessageDesk](#port-your-number-away-from-messagedesk). Most customers asking to "remove" a number want this path.
* **Delete the number and its data from MessageDesk.** MessageDesk removes the number and every conversation tied to it from your workspace. This is a support request, covered in the rest of this section.
Removing a number is a **support-only** action. There's no in-app button to remove a phone line. Our dev team processes the request manually and cleans up the associated data.
**Twilio (BYOC) numbers:** Removing the number record from your workspace is still a support request, but stopping the message sync is something you do yourself in your Twilio account. See [Disconnect or remove a Twilio number](/get-started/phone-numbers/twilio#disconnect-or-remove-a-twilio-number) for each scenario, including replacing one Twilio number while keeping MessageDesk.
**Removing a number permanently deletes every conversation tied to it.** All message history associated with the number is deleted from the workspace and can't be recovered. If you want to keep a record, [export the message history](/settings/workspace-settings/data-center#export-your-text-message-history-to-csv-or-pdf) for that phone line **before** you submit the request.
### Before you request removal
1. **Export the message history** for the phone line you're removing. See [Data Center → Export your text message history to CSV or PDF](/settings/workspace-settings/data-center#export-your-text-message-history-to-csv-or-pdf).
2. Decide whether you actually want to **remove** the number or [**port it away**](#port-your-number-away-from-messagedesk) to a different provider. Porting preserves the number itself; removal releases it.
3. If you want to keep the number but reassign it to a different workspace under the same tenant, see [Move a phone number between workspaces](#move-a-phone-number-between-workspaces) instead.
### How to request removal
Email [support@messagedesk.com](mailto:support@messagedesk.com) with the following:
1. **Send from an admin email** associated with your workspace.
2. **Workspace name** and **tenant** (if you have more than one).
3. The **phone number(s)** you want removed, in E.164 format (for example, `+13802101240`).
4. Confirmation that you've **exported any message history** you need to keep.
Our dev team will process the request and confirm once the number has been removed.
***
## Call forwarding
Route inbound calls to any phone number you choose. Voice calls to your MessageDesk lines reach the right person, while texts stay in the Inbox.
1. Go to **Settings → Workspace Settings → Phone Management**.
2. Click the phone number you want to configure to open its **Phone Profile** page.
3. Enter a **Call Forwarding number** and save.
Inbound calls to that line now forward to the destination number you set.
Call forwarding works on most MessageDesk-connected phone lines. You can't configure call forwarding in-app for **Twilio-connected** numbers today. The setup process is different for Twilio numbers. If you need forwarding, contact [support@messagedesk.com](mailto:support@messagedesk.com) and we'll configure it manually on a per-number basis.
### Call logs
Each phone number's **Phone Profile** page includes a **Call Logs** table. It lists every inbound call MessageDesk forwarded, along with the forwarding details for that call.
### Call forwarding events in message threads
When MessageDesk forwards an inbound call, it adds a **Call Forwarded** event to the matching conversation thread in the Inbox. Your team gets full context on voice activity alongside the SMS history.
## Best practices
* **Use a naming pattern.** `Team – Region` ("Sales – East"), or `Use-case` ("Reminders 📅").
* **One line per purpose.** Keep support, sales, and dispatch on their own lines for cleaner reporting and routing.
* **Complete carrier registration.** Finish **10DLC** (local) or **toll-free verification** before sending messages or connecting phone lines.
***
## FAQ
**How many phone lines can I connect?**\
Most workspaces can connect up to 48 phone lines to MessageDesk. Many teams run with several. If you plan to scale, contact support for guidance.
**Can I move a conversation to a different phone line?**\
Conversations live on the line where they started. For new outreach, compose from the line you want.
**Do I need carrier registration for each line?**\
No. You can apply one carrier registration to **every connected phone line**. Toll-free and Twilio-connected phone lines need separate **carrier registration and verification**.
**Who can add or edit lines?**\
Users with **Phone Numbers = Editor** permission (typically **Managers** or **Admins**).
**How do I remove a phone number from MessageDesk?**\
It depends on your goal. To keep the number and use it with a different provider, follow [Port your number away from MessageDesk](#port-your-number-away-from-messagedesk); your new provider handles the transfer and MessageDesk takes no action. To delete the number and its data from MessageDesk, email [support@messagedesk.com](mailto:support@messagedesk.com) from an admin address with the workspace name and the number(s) you want removed. **Removing a number permanently deletes all message history tied to it.** Export the history first if you need to keep it. See [Remove a phone number from MessageDesk](#remove-a-phone-number-from-messagedesk) for the full checklist. For Twilio (BYOC) numbers, also see [Disconnect or remove a Twilio number](/get-started/phone-numbers/twilio#disconnect-or-remove-a-twilio-number) to stop the message sync yourself.
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