Phone and texting FAQ

Most phone and texting problems in Dispatch Bros come down to one of three things: the number isn't SMS-ready yet (carrier verification still in progress), the call flow answering the number isn't published, or the customer opted out of texting. This page answers the questions we hear most — for each number, the honest current state always shows in Phone System → Numbers, so that tab is the first place to look.

Texting

Why did my customer not get my text?

Check two things. First, the SMS status of your number in Phone System → Numbers — only a number showing "Ready" can send texts; "Pending 10DLC" or "Voice only" means the number can't text yet. Second, whether the customer previously texted STOP — opted-out customers are blocked from receiving your messages by carrier rules. More: SMS-ready status.

What does "Pending 10DLC" mean?

US carriers require every business number to be registered before it can send texts (the registration system is called 10DLC). While your registration is being reviewed, the number's SMS status reads "Pending 10DLC" with the detail "10DLC registration in progress — waiting for carrier confirmation." Calls work the whole time; texting turns on automatically once the carrier approves. Guide: 10DLC verification.

How long does 10DLC verification take?

It depends on the carrier review, not on Dispatch Bros — most registrations clear within a few business days. Sole proprietors have a slightly different path with a one-time phone verification step: 10DLC for sole proprietors.

Why is my toll-free number marked "Voice only"?

Toll-free numbers need a separate carrier approval (Toll-Free Verification) before they can text. Until then the number shows "Voice only" with the note "SMS is not enabled for toll-free numbers." While a verification is under review the status reads "Verification pending" — "Toll-Free Verification in progress — usually 1–3 business days." Calls work normally the entire time. More: Toll-free numbers.

What happens when a customer texts STOP?

The customer is automatically opted out and Dispatch Bros blocks further texts to them — that's a carrier compliance rule, not a setting. They get a confirmation reply, and if they later text START, messaging to them resumes. Background: How texting works.

Calls and call flows

Why isn't my call flow answering calls?

A call flow only routes calls when it is published and at least one phone number is assigned to it — a draft flow, or a published flow with no numbers assigned, answers nothing. In Phone System → Numbers, each number's row shows which flow it points at; a number with no flow shows the "Assign flow..." picker. Guides: Draft vs. published and Assign a number to a flow.

Where do I see call recordings?

Open Phone System and go to the Calls tab — calls that were recorded show a player right on the call row. Call recording is optional and off by default; when it's on, callers hear a recording notice before ringing your team.

What is the primary number?

Your primary number is the default the system falls back to — for example, job sources with no sender number assigned show "Fallback to primary" and text from it. You can change which number is primary from its row in Phone System → Numbers.

What does "Needs Attention" mean on the Numbers tab?

The "Needs Attention" card lists numbers whose setup isn't finished — usually voice or SMS provisioning still completing. Most items clear on their own; rows that are stuck offer a retry button — "Retry" for voice setup, "Retry SMS" for messaging — that re-runs the setup for you.

How do I block a spam caller?

Open Phone System → Blocked Numbers and add the caller's number — or block them straight from the call. Blocked callers can't ring your team, and their texts are stored silently without notifying anyone. Guide: Block a number.

Can I keep my existing business number?

Yes — port it into Dispatch Bros from the Port Numbers tab under Phone System. Your number keeps working with your old carrier until the port completes, so you never miss calls during the switch. Guides: Port a number and Port status and LOA.

What is a masking number?

A masking number is a company number reserved to connect technicians and customers without exposing anyone's personal cell number. A number reserved for masking can't also run a call flow — its row says "This number is used for call masking and cannot be assigned to a call flow". Guide: Call masking.

Review texting

How do I change the number my review requests come from?

Review requests send from the job source's sender number. Open Automations, find the source, and pick a different number — the picker shows all your numbers, with not-yet-ready ones visible but disabled until their SMS status is "Ready". Sources with no number assigned show "Fallback to primary". Guide: Assign a sender number.

Can each number have its own Google review link?

Yes — expand a source's numbers in Automations to give each number its own Google review link, useful when different numbers represent different business listings. As the panel notes, "Numbers without their own link fall back to the source review link above." Guide: Review link per number.