This guide outlines the steps to configure the Caller ID for clients utilizing Instant Connect. By completing this setup, the client's phone number will be displayed to leads (visitors) instead of CommVersion's number. The configuration is performed through Twilio.

Important:
The number displayed to the customer must match the number used to contact the client. For instance, if calls are made to the sales team from one number, displaying a different number (e.g., the general offline line) to the customer is not permitted - it must be the same number.

Below is the step-by-step guide:

Step 1: Log in to the Twillio Account

•  Make sure you go into the 'CommVersion Primary Account' (seen top left)

Step 2: Navigate to phone numbers on the left-hand side

• On the left-hand menu, click on 'Phone Numbers'

Step 3: Click on 'Manage' 

Step 4: Access the Verified Caller IDs

• Select 'Verified Caller IDs' from the drop-down

Step 5: Add a New Caller ID 

• On the right-hand corner, click on 'Add a new Caller ID'

Step 6: Select the client's location number

Step 7: Add the desired display number

Step 8: Verify the Number

• Click on 'Verify Number'

Step 9: Complete the Verification

• A call will be placed to the client. They must enter the passcode that will be shown on Twilio

Step 10: Save the setup under the client's name.

The Caller ID set up is now complete!

Next Steps:
After configuring and saving the Caller ID, please email the Content team to update the Instant Connect chat flow section, where the message - "Please expect a call back from XXX number" should reflect the newly configured number, as it will no longer be our Twilio number.