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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.

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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.
  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 if you don’t see controls.
Settings Phone Management

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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 connect or purchase:
To add additional non-Twilio phone lines, complete Carrier Registration first (10DLC for local, verification for toll-free).

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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.
Settings Phone Management Edit
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.
Settings Phone Management Inbox

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Port your number away from MessageDesk

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.

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Call forwarding

Route inbound calls to any phone number you choose, so 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 will now forward to the destination number you set.
Settings Phone Management Call Forwarding
Call forwarding works on Bandwidth, Telgorithm, and Twilio phone lines. You can’t configure call forwarding in-app for Twilio BYOC numbers today. The setup process is different for BYOC. If you need forwarding on a BYOC number, contact support and we’ll configure it manually on a per-number basis.

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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.
Settings Phone Management Call Logs

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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.
Call Forwarding Note

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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.

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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).