Phone Numbers

Two kinds of number

My Phone Numbers has two sections:

• TriLuna Numbers: numbers you rent through TriLuna. These are the numbers your AI agents answer and call from.
• My Mobile Numbers: your own mobile numbers from your carrier (the SIM in your phone). Adding one lets you forward its calls to a TriLuna number, so your agent can answer calls to your usual number. See Call Forwarding Setup Guide.

A new agent doesn’t come with a number. Until you give it one, people can reach it only through the web and the app.

Buying a number

1. In My Phone Numbers, click Purchase Number.
2. Choose Canada or United States.
3. Search By Area Code (for example 604 or 416) or By Number Pattern (digits or letters, for example 555 or ABC).
4. Pick a number from the results. Each one shows its location, what it can do (voice, SMS) and its monthly cost in credits.
5. Click Purchase Number.

You need enough credits for the first month. See Billing, Credits and Your Plan.

How numbers are billed

• Numbers are billed monthly in credits, on the same day of the month you bought them.
• You’ll get an email 3 days before a billing date if your balance is too low.
• After 3 failed billing attempts in a row, the number is cancelled and you lose it. Keep enough credits to cover your numbers.

Your numbers, their next billing dates and their status are listed under Monthly Subscriptions at the top of My Phone Numbers.

Connecting a number to your agent

1. In TriLuna Numbers, click View Details on the number.
2. Under Inbound Call Routing, set When someone calls this number to AI Agent.
3. Click Assign Agent, choose the agent, and confirm.
4. Click Update Routing.

To switch to a different agent later, click Change Agent. Agent Details takes you to the agent’s page.

The number’s card in My Phone Numbers then shows AI Agent: <agent name>.

Greeting callers by name

With AI Agent routing you can tick Enable personalized greetings from address book. When a caller’s number is in your contacts, the agent greets them by name. For this to work, the agent has to allow TriLuna to change its first message. See Personalised greetings and caller language.

Other ways to answer calls

Inbound Call Routing has other options besides AI Agent:

Some accounts also see VoIP options (answer in the TriLuna mobile app or in your browser) and AI-Assisted Inbound (the AI answers first, then connects the caller to you). These appear only when they’re turned on for your account.

Always click Update Routing after changing the option.

Your Default Caller ID

Your Default Caller ID is the number that calls placed on your behalf come from, including scheduled Book Now calls, which tell the guest which number to expect.

Set it in either place; both change the same setting:

• My Profile › Default Caller ID, or
• on the number’s details page, tick Set as caller ID.

In My Phone Numbers, the current one is marked Default Caller ID.

Showing your business name (CNAM)

On your Default Caller ID number you can also set a Caller ID Display Name, the business name some phones show when you call. Enter the name and submit it. Approval goes through the phone carriers, so it isn’t instant. The page shows its status, and the reason if it’s rejected or not eligible.

Shared numbers

A number can be shared with other people on your team. Its card shows what you can do with it:

• Calls: you can make calls from it and manage its settings.
• View Only: you can see it and its call history, but not change it.

The number’s details page lists everyone who has access under Assigned Users.

Numbers your agent borrows

An agent without its own number can still place calls, for example to join a group meeting or call you back after a test. It borrows a number from TriLuna’s shared pool for that call.

Borrowed numbers can change from one call to the next, and another agent may use them later. So:

• Don’t publish a borrowed number or give it to customers. If someone calls it back, they may not reach your agent.
• If people need a number that always reaches your agent, buy one and connect it.

Cancelling a number

1. Open the number with View Details.
2. At the bottom of the page, click Cancel Phone Number, then Confirm Release.

Only the number’s owner, or someone with Calls access, can cancel it.

Common questions

My agent doesn’t answer when I call its number. Open the number’s details and check Inbound Call Routing is AI Agent, the right agent is assigned, and you clicked Update Routing.

The search found no numbers. Try a nearby area code, or search by a shorter number pattern.

I want my existing business number to reach my agent. Keep your number and forward it to a TriLuna number. See Call Forwarding Setup Guide.

Can I move my existing number to TriLuna? Email support and we’ll talk you through it.

Related articles

• Creating Your First Agent
• My Agents and Your Agent’s Settings
• Call Forwarding Setup Guide
• Billing, Credits and Your Plan
• SMS Sending Mode