What are Dedicated Phone Numbers?


The phone number your messages come from plays a key role in how your contacts experience your outreach. Dedicated numbers are phone numbers associated with your account that can be used across multiple ThruText campaigns. This helps you launch campaigns faster and helps you build trust with your contacts.


In this guide, we’ll explain what dedicated numbers are, how they compare to single-use numbers, when to use each type, and how to set up and manage dedicated numbers in your account.


NOTE - At this time, dedicated numbers are only available for ThruText campaigns in the US and the UK. UK accounts can only use dedicated numbers and don't have access to single-use numbers. To read more about dedicated numbers for UK accounts, read this guide: Dedicated Phone Numbers for UK Accounts.


TABLE OF CONTENTS


What is Phone Number Provisioning?

One of the main differences between the two types of numbers is related to provisioning. Let's cover this topic briefly before comparing dedicated and single use numbers.


Phone numbers can't be used for texting until they go through provisioning, which happens immediately after you obtain a number. Provisioning is the process of linking your phone number with your registered brand and use case for every major wireless carrier (AT&T, Verizon, T-Mobile). Think of it like obtaining a “green light” from each carrier for the number to be used. Provisioning times can vary from a few minutes to several hours, and GetThru doesn't control these times directly. To read more about phone number provisioning, check out our guide: ThruText Phone Number Provisioning.


  • Single Use Numbers: Obtained when you launch a campaign, at which point the provisioning process begins. Since you can't text from a number until provisioning is complete, this creates a delay in between launching a single use number campaign and sending text messages. 
  • Dedicated Numbers: Obtained independent of campaign launching, allowing you to get the provisioning process completed ahead of time. This prevents a provisioning delay when you launch a campaign.


Dedicated Numbers vs. Single-Use Numbers

You’ll choose the type of phone number during campaign creation. To create a campaign, go to the left sidebar navigation menu, expand ThruText, then expand Campaigns, and then click Create New Campaign. After you complete the first step of campaign creation, you'll arrive at the Targeting page. If you're launching a campaign for the first time, you can check out our guide: Launching a ThruText Campaign.

When to use a Dedicated Number

Dedicated phone numbers are associated with your account and can be used on multiple campaigns. Accounts have a default limit of 5 dedicated numbers per account, but you can reach out to GetThru Support if you need more than 5 numbers.

  • Faster Campaign Launching: Dedicated numbers go through the provisioning process before launching. After a dedicated number is provisioned, it can be used to launch a campaign immediately, while single-use number campaigns can take a few minutes to several hours to launch.
  • Bulk Send and Scheduled Send: These two features only work with dedicated numbers. Bulk send can be used to send all your initial messages as you launch the campaign, removing the need for texters to send them from the messenger. Scheduled send can be used to schedule a bulk send for a future time. Read more in this guide: Sending Method Information for Admins.
  • Consistent Messaging Experience: Since dedicated numbers can be used on multiple campaigns, the messages from those campaigns will appear in the same conversation thread when sent to the same recipient. If you plan to reach out to the same contacts more than once, it can build trust with your contacts. You can even notify recipients about the number they can expect to be texted from.
  • Area Code Availability: Phone numbers are obtained from our downstream partner, whose phone number availability varies. Phone numbers from certain area codes may not be available when you launch your campaign. Dedicated numbers can be obtained ahead of time, and GetThru Support can assist with obtaining hard-to-get phone numbers. Reach out to support@getthru.io if you have trouble obtaining a particular number, such as for busy metro areas like Seattle, NYC, District of Columbia, Maine, Montana, or Alaska.
  • Phone Number Limit: Our regulatory partner limits each use case to be associated with 49 phone numbers. Launching a single-use campaign assigns a new number to that use case. Once you've reached the 49-number limit, you cannot add additional numbers, which means you won't be able to launch new campaigns with single-use numbers or provision newly acquired numbers. However, if you use a dedicated number for your campaigns, no new number will be added when you launch a campaign, preventing you from hitting this limit.


When to use a Single-Use Number

Single-use numbers are obtained when you launch a campaign and they're released when you archive a campaign. Since phone number provisioning occurs after you obtain a number, this provisioning process is part of campaign launching. This means there is a built-in delay to the launching process of every single use number campaign. 

  • Dedicated Number Limit: You can obtain up to 5 dedicated numbers for your account. You can reach out to GetThru Support to increase your account's limit. If you've hit your account’s limit of 5 dedicated numbers, or don’t need more long-term, you can still launch new campaigns using single-use numbers.
  • Temporary or Specialized Campaigns: Ideal for one-time or short-term outreach efforts where long-term consistency isn’t needed. If you want to reach people in a specific area not covered by your dedicated numbers, single-use numbers let you choose area codes on a campaign-by-campaign basis.


How to Create a New Dedicated Number

You can obtain dedicated numbers from the Dedicated Phone Numbers page. Expand the Account Tools menu in the sidebar navigation menu and click on Dedicated Phone Numbers. 

Screenshot of a green rectangle surrounding the "Phone Numbers" option in the left-side menu. The Phone Numbers page is shown to the right.

To obtain a number, select the following options and click Add number:

  • Choose an area code: Select the area code for the dedicated number using the drop-down menu. 
  • Name phone number (optional): Admins can give the phone number a name. The phone number name is used internally only and is not shown to contacts. For example, the names can represent the location where the number will be used (e.g., state, county, or facility) or the purpose (e.g., fundraising, ballot chase, or organizing).
  • Use Case: The phone number will be provisioned for this use case. You can only obtain numbers if you have completed your Brand Registration and Use Case Registration and your use case is approved.


After clicking Add number, our system will obtain a number and add it in the Dedicated Phone Numbers list below, at which point provisioning will start. If there are no phone numbers available with that area code, an error message will appear at the top of the screen. If you're looking for a specific area code and it's not available, try again later or choose a different one. You can also reach out to support for assistance. 


NOTE - New Hampshire area codes are not available with our provider at this time.


Managing Dedicated Phone Numbers

At the bottom of the page is the list of dedicated phone numbers currently on the account. An account can have a maximum of five numbers.

Screenshot of three dedicated numbers. The top two have finished provisioning and have green tags on each line labeled " Provisioning Complete." The bottom number has a yellow flag with black text labeled "Provisioning"

  1. Dedicated Number Limit: This shows how many active numbers you have in your account and how many you can have in total.
  2. Editing the Name: Dedicated numbers can be named to help identify them in the application and during campaign creation.
  3. Provisioning Complete Status: You can see the status of the provisioning under each number. The number is ready once there is a green flag showing "Provisioning Complete".
  4. Provisioning In Progress Status: This yellow flag indicates the number is in the process of provisioning, and has yet to complete provisioning.
  5. Deleting a Number: Numbers can be deleted only if they’re not assigned to an active campaign. You’ll see a warning if the number is assigned to an active campaign and cannot delete it.


Active Campaigns

You can see the phone number you selected for your campaign on the Active Campaigns Index page. Dedicated numbers will either show the name or they will be blank, whereas single use number campaigns will show two dashes -- where the name would be for dedicated numbers.

Common Issues and Troubleshooting

  • Area Code Unavailable
    If you click Add number and then see an error about the area code being unavailable, there are a few things you can try. 
    • Try to obtain the same area code after some time has passed 
    • Try obtaining a number in a nearby region. 
    • If you still can't obtain a number in a desired area code, GetThru Support may be able to back order a number. Reach out to GetThru Support for assistance.
  • Dedicated Number Can't be Deleted
    If you try to delete a dedicated number and it is in use on any campaigns, you will see an error that says This number is in use on Active or Draft Campaigns and cannot be deleted. Make sure to check Active, Draft, or Paused campaigns with that number and archive them. Once they've been archived, you should be able to delete the dedicated number.

For any questions, please don't hesitate to reach out to support@getthru.io.