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How to Manage Connected Phone Lines + Naming/Organization

Connect new phone lines, rename existing ones (with emojis for easy ID), and keep everything organized for your team.
  1. Go to Account → Settings → Workspace Settings → Phone Management
  2. You’ll see all connected phone lines with options to Add, Edit, and manage registration status.
Permissions: You’ll need the proper role to manage numbers (e.g., Manager = Editor, Operator = Viewer by default). See Roles & permissions if you don’t see controls.
Settings Phone Management Pn

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How to Add a New Phone Line / Number to MessageDesk

  1. In Phone Management in Workspace Settings, click + Add phone number
  2. Choose the type you want to connect or purchase:
To add additional non-Twilio phone lines, complete Carrier Registration first (10DLC for local, verification for toll-free).
Twilio users: If you connect existing Twilio numbers, you can attach them without starting a MessageDesk trial or adding a payment method.

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How to 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 (e.g., “Support – West” or “Dispatch 🚚”)
  4. (Optional) Add an emoji for quick visual scanning in the Inbox
  5. Click Update
Settings Name Phone Line Pn
Tip: You can also edit the name of a phone line from your inbox. Hover over a phone line and click the three dots (more) icon, and then click Rename.Settings Phone Line Inbox Pn

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Best practices

  • Use a naming pattern: Team – Region (e.g., “Sales – East”), or Use-case (e.g., “Reminders 📅”).
  • One line per purpose: Keep support, sales, and dispatch on their own lines for cleaner reporting and routing.
  • Complete carrier registration: Complete 10DLC (local) or toll-free verification before sending messages or connecting phone lines.

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Frequently Asked Phone Number Management Questions

How many phone lines can I connect?
Most workspaces can connect up to 48 phone lines to MessageDesk (many teams operate 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 desired line. Do I need carrier registration for each line?
No—you can apply one carrier registration to all of your connected phone lines. However, toll-free and Twilio-connected phone lines require separate carrier registration and verification. Who can add or edit lines?
Users with Phone Numbers = Editor permission (typically Managers or Admins).