Manage Phone Settings in Shape
Communication and Calling Tools
Handle calls, texts, and emails inside Shape for clear, organized conversations.
Manage Phone Settings in Shape
The Manage Phone Settings page is your central hub for controlling how calling and texting work across the platform. From provisioning numbers to setting defaults and managing compliance, this is where administrators configure everything related to phone functionality.
Enabling Calling and Texting Features
At the top of the page, you can enable or disable key phone features such as calling and texting. These toggles control whether users can place outbound calls or send messages directly from Shape. This is also where you define system-wide defaults that apply when no user-specific settings are available.
Default Calling and Texting Numbers
The default calling and texting number acts as a fallback number for your system. This is especially important for teams using local presence or managing multiple users.
Common scenarios where defaults are used include:
- A contact does not have a state or area code on file
- Local presence cannot determine a matching number
- Calls or texts need a system-level fallback
For single-user accounts, this is typically just your primary number. For larger teams, it ensures calls always go out successfully.
Call Recording, Outcomes, and Compliance
Phone settings allow you to configure important compliance-related features that support quality control and reporting.
Available options include:
- Automatic call recording
- Required call outcomes
- 10DLC registration for SMS compliance
These settings help standardize user behavior and ensure outbound communication follows best practices.
Spam Remediation and Call Deliverability
Spam remediation helps protect your phone numbers from being flagged as spam by carriers. When enabled, Shape works directly with carriers to resolve spam labels.
Key details to know:
- Requires company information and estimated call volume
- Costs $5 per month per phone number
- Can be enabled for one number or all numbers
- Recommended for high-volume outbound dialing
This improves call answer rates and protects long-term deliverability.
Managing Phone Numbers
All provisioned phone numbers appear in the number list. From here, you can purchase new numbers, edit existing ones, and organize them for clarity.
Number management includes:
- Purchasing new numbers by area code
- Assigning friendly names for identification
- Editing number settings as needed
Friendly names are especially useful for shared or team-based numbers.
Caller ID Display Names
Caller ID display names allow you to register a name with the CNAM database so recipients may see a company or team name when you call.
Important considerations:
- Display depends on the carrier’s support
- CNAM registration does not guarantee display
- Useful for branding and recognition
This feature helps calls appear more trustworthy when supported by the carrier.
Assigning Caller IDs to Users
Caller ID settings can be configured per user, especially when numbers are shared across teams.
For direct user numbers, the Caller ID remains consistent. For shared numbers, each user must be associated with that number to ensure proper display during outbound calls.
External Ring Groups for Call Transfers
External ring groups simplify call transfers by allowing predefined phone numbers to be selected during a transfer.
Ring groups are useful for:
- Transferring calls to external offices
- Routing to third-party services
- Avoiding manual number entry
Once created, ring groups appear as selectable transfer options.
Verifying External Phone Numbers
You can verify external phone numbers, such as a personal cell phone, to use as a caller ID for outbound calls.
Key limitations:
- Supported for voice calls only
- Not available for SMS due to compliance rules
Verified numbers appear alongside Shape numbers when selecting a caller ID.
Why This Matters
Phone settings directly impact how your team communicates with contacts. Proper configuration ensures reliable calling, compliant messaging, accurate caller identification, and strong deliverability, all while keeping your system organized and scalable as your team grows.
