Numbering → Buy number — search by prefix and buy directly from the results. Numbers sold directly are UK for now, with more countries to follow; anywhere else, bring numbers in on a trunk (below).
Numbers already held with a SIP provider can stay there. Ask support to set up a private trunk, then add the numbers to it — singly, in lists or as whole ranges. The carrier keeps the numbers; polite.ai takes the calls.
Choose which team answers — from the Builder's Connect inbound calls panel, or the agent drawer's Deploy tab. Changes take effect on Go live.
Numbers route to the live version of a team. Drafts never answer real callers, so editing is always safe while calls come in.
Buy a number
Numbering → Buy number opens a prefix search: anything from a full area code (at least four digits) up to a complete 11-digit number — extra digits narrow the results. Numbers bought from the results are provisioned immediately and appear in the list, ready to route.
Every plan includes an allowance of purchased numbers: 1 on pay as you go, 3 on Pro, and 10 on Scale. The Numbering screen shows how much of the allowance remains; more slots come from upgrading the plan or releasing an unused number.
Bring your own numbers
Numbers that live with another provider are hosted on a private SIP trunk — contact support to set one up. Once the trunk exists, Add number attaches single numbers, comma-separated lists, or whole ranges in one go.
The provider is pointed at polite.ai with the details from the trunk's drawer:
The connection can also run the other way round — polite.ai registering with an existing PBX or SIP account — see SIP registrations.
Point it at a team
A number answers for exactly one agent team, routed from either end:
- In the Builder, the Connect inbound calls panel lists unassigned numbers — the chosen one is wired on go-live.
- On the Numbering screen, a number's drawer shows where it routes today (Routed to) and whether it has ever received a call (Call received).
Outbound calls
Each number has an Outbound toggle in its drawer. When enabled, agents can place calls presenting that number as the caller ID — used for transfers to a team member and for outbound calling. The toggle can be bulk-edited across many numbers at once.
Releasing a number
Deleting a number releases it at the carrier — it stops answering immediately and may be reallocated to someone else, so the delete asks for the number to be typed in confirmation. Releasing frees a slot in the allowance straight away.