Learn how Local Presence automatically selects the best available local caller ID for outbound calls and text messages to improve answer rates, customer recognition, and engagement.
Local Presence
Local Presence automatically selects the best available phone number for outbound calls and text messages based on your customer’s location.
Instead of always displaying the same caller ID, Shape selects one of your organization’s designated Local Presence phone numbers that most closely matches the customer’s phone number.
Displaying a familiar local number helps improve answer rates, increases customer trust, and creates a more personalized communication experience.
Unlike platforms that simply spoof area codes, Shape only uses real phone numbers that your organization owns and has configured for Local Presence.
By default, Local Presence is disabled. When disabled, Shape uses the caller ID selected in the user’s profile (or the system default when applicable).
How Local Presence Works
When Local Presence is enabled, Shape follows a simple routing process to determine which caller ID should be used.
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Before You Begin
Before using Local Presence, make sure your organization’s phone system has been fully configured.
During onboarding, the Shape team will typically assist with:
- Enabling your phone integration
- Purchasing Shape phone numbers
- Configuring your default calling and texting numbers
- Registering your texting numbers for 10DLC (if sending SMS/MMS)
- Configuring your Local Presence settings
Local Presence only uses Shape phone numbers that have been purchased and designated for Local Presence. If you haven’t added phone numbers yet, navigate to Settings → Manage Phone Settings to purchase and configure your organization’s phone numbers before enabling Local Presence.
Configuring Local Presence
Local Presence is configured from the Local Presence settings page.
From this page, administrators can:
- Designate Local Presence phone numbers
- Configure state-level fallback numbers
- Enable Round Robin across local presence numbers
- Manage which numbers are available for Local Presence
Configure Inbound Routing for Shared Local Presence Numbers
Because Local Presence numbers are often shared across multiple users, we recommend configuring their associated Inbound Call Routes to call the Assigned User whenever possible.
This allows inbound calls and text message replies to route back to the user currently assigned to the record, creating a more personalized customer experience while allowing your organization to efficiently share Local Presence phone numbers across teams.
If your business requires a different workflow, Local Presence numbers can also be routed to departments, teams, receptionists, AI agents, or other inbound call flows based on your organization’s needs.
Best Practice: Most organizations use Local Presence numbers for outbound communications and configure inbound calls to route to the Assigned User, ensuring customers are connected with the person they’re already working with rather than a generic queue.
Enabling Local Presence for Users
After Local Presence has been configured by an administrator, individual users can enable or disable the feature.
Users can:
- Turn Local Presence On</span
- Turn Local Presence Off</span
When Local Presence is turned Off, Shape always uses the user’s assigned caller ID instead of selecting a Local Presence number.
This allows users to switch between their personal business number and Local Presence depending on the type of calls they’re making.
Example: A loan officer following up with existing borrowers may prefer to display their direct office number, while prospecting new leads may benefit from using Local Presence to improve answer rates.
Calls and Messages Supported
Local Presence works with many of Shape’s outbound communication tools, including:
- Click-to-Call
- Manual dialing
- Drip Campaigns
- Outbound text messaging
- Campaign messaging
Local Presence applies to both voice calls and text messages.
AI Calling
Local Presence is not currently supported for AI outbound calling.
AI Agents use dedicated AI phone numbers that are specifically configured for AI conversations and operate independently from Local Presence settings.
Multiple Local Numbers
Organizations often maintain multiple Local Presence numbers within the same area code.
When multiple numbers are available, administrators can enable Round Robin distribution.
With Round Robin enabled:
- Calls and texts rotate between the available numbers.
Without Round Robin:
- Shape uses the first matching Local Presence number configured for that area.
This allows organizations to distribute communication volume across multiple phone numbers when needed.
Best Practices
For the best results, we recommend:
- ✓Configure at least one Local Presence number for every state where you conduct business.
- ✓Add additional numbers for high-volume metropolitan areas to match customer area codes more closely.
- ✓Enable Round Robin when using multiple numbers within the same market.
- ✓Register all Local Presence texting numbers with 10DLC.
- ✓Enable Spam Remediation to help protect your phone numbers from carrier spam labeling.
- ✓Consider using Branded Caller ID alongside Local Presence for even greater customer recognition and answer rates.
Reporting
Shape records which phone number was used for outbound communications.
Users can view the caller ID used within:
- Call Logs
- Conversations
- Contact activity
This makes it easy to review which Local Presence number was used for each interaction.
Frequently Asked Questions
Does Local Presence work for text messages?+
Yes. Local Presence supports both outbound calls and outbound text messages. For texting, make sure your designated Local Presence phone numbers are registered under an approved 10DLC campaign.
What happens if I don’t have a matching local number?+
Shape first attempts to find a matching area code. If one isn’t available, it looks for a configured state-level Local Presence number. If no suitable Local Presence number exists, Shape automatically falls back to your organization’s Default Calling Number or Default SMS Number.
Can I turn Local Presence on and off?+
Yes. Users can enable or disable Local Presence from their phone settings or dialer, allowing them to switch between their dedicated caller ID and Local Presence throughout the day.
Can I choose any Local Presence number I want?+
No. Users can enable or disable Local Presence, but they cannot manually select individual Local Presence phone numbers. Administrators configure which phone numbers are available and how they’re assigned through the Local Presence settings.
How many Local Presence numbers should I have?+
We recommend configuring at least one Local Presence number for every state where you do business. If you communicate heavily within large metropolitan areas, adding numbers that match those area codes can further improve customer recognition and answer rates.
Does Local Presence reduce spam labeling?+
Local Presence can improve answer rates by displaying a familiar local number, but it does not prevent carrier spam labeling. For spam protection, we recommend enabling Spam Remediation, which actively monitors and remediates supported carrier spam flags.
Can I use Branded Caller ID with Local Presence?+
Yes. Local Presence and Branded Caller ID complement one another. Local Presence helps present a familiar local phone number, while Branded Caller ID displays your business name on supported devices and carriers, further improving customer recognition and trust.
Does Local Presence work with AI outbound calling?+
No. AI outbound calls use dedicated AI phone numbers and do not currently support Local Presence.
What happens if the phone number is invalid or incomplete?+
If the phone number is not valid or doesn’t contain sufficient information for routing, the call or text message may fail. Always verify customer phone numbers before initiating communications.