Buy and assign phone numbers for calls and SMS
Purchase a Twilio number and assign it as a personal, SAMI, or group line that routes calls and texts the way your team works.
Every call and text in SAMI OS runs through a Twilio phone number your team owns. From Settings → Phone numbers you can buy a number, decide who it belongs to, and release one you no longer need.
Managing phone numbers is owner-only. If you're not an organization owner, you'll see an owner-only notice instead of the manager. You'll also need a payment method on file — purchasing prompts you to set up billing first.
Buy a new number
Open Settings → Phone numbers and click Add phone number to search Twilio by area code, then assign the number before it's purchased.
Search by area code
Click Add phone number, type a 3-digit area code, and press Search. Matching numbers list their city, region, and whether they support SMS and Voice.
Choose a number
Click Choose next to the number you want. SAMI OS asks how the number should be used before completing the purchase.
Set the usage, then purchase
Pick Personal number, SAMI number, or Group number (details below) and click Purchase number. The new number appears under Your numbers.
Assign each number
Each number shows its current usage on its card. Click Configure to open the usage dialog, where you choose one of three line types.
- Personal number — owned by one user for direct calls and SMS. Pick the owner from your team. The card reads "Personal line for [name]".
- SAMI number — dedicated to one of your SAMI Bots, so inbound calls reach that voice agent. The card reads "SAMI line for [bot]".
- Group number — shared routing for a team. The card reads "Fallback recipient: [name]" with the routing mode beneath it.
For a Group number, you set a group name, a Fallback recipient for unmatched calls, and the routing rules. Inbound routing can ring the group's members, send to the contact's assigned owner, or route by a custom contact-field rule. SMS routing can land texts in a shared group inbox, route to the assigned owner, or follow custom-field rules. Add members from their saved profile numbers and set the ring duration.
After you save, you may see: "Number saved, but voice provisioning didn't finish… Calls may not route to SAMI until this is resolved." The assignment is stored, but Twilio hasn't finished routing calls yet. Re-save the number, and if it persists, check the line's A2P registration.
Release a number
To give up a number, find its card and click Release, then confirm. This removes the number from your account and can't be undone, so reassign any active workflows or SAMI Bots first. Numbers you keep stay listed with a count badge, and you can manage team members who own personal lines from member settings.
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Last updated 2026-06-21