Skip to main content

Phone Numbers

Last Updated: 2026-07-11

Every call Mylla answers comes in on a phone number. This page covers the two most common ways Mylla customers get started:

  1. Buy a new number directly from Mylla (fastest — minutes)
  2. Forward your existing business number to a Mylla number

Not sure which route fits? Start with Connect a Phone Number to Mylla to compare buying, forwarding, SIP/PBX, porting, and handoff options.

Already own numbers through a different provider (PBX, Bandwidth, Telnyx, RingCentral, etc.)? That's a separate setup — see SIP Trunk (Bring Your Own Numbers).

1. Buying a New Number

Buying a number through Mylla is the simplest path. Before Mylla can search regulated inventory, Twilio must approve the business identity and number-ownership information.

Steps

  1. Go to Numbers → Compliance
  2. Confirm the legal business identity, registered address, authorized representative, and requested country
  3. Submit number verification and wait for approval
  4. Return to Numbers and click Get a Number
  5. Search by:
    • Area code for United States and Canada numbers (e.g., 415, 212)
    • City (e.g., San Francisco)
    • Country (United States, Canada, Netherlands, and Turkey supported today)
  6. Pick a number from the results
  7. Click Purchase

Twilio commonly reviews number verification within roughly three business days, but it can take longer and approval is not guaranteed. If Twilio requests corrections or a supporting document, complete them in Mylla under Numbers → Compliance; you do not need to open Twilio Console.

Paid plans include a fixed Mylla-number allowance. Number purchasing is available only within that allowance; there is currently no supported self-service add-on for additional numbers. See Billing for the current plan limits.

What happens next

  • The new number shows up in your Numbers list with status Active
  • It starts in an Unassigned state — you need to assign it to an agent before it can answer calls (see Assigning Numbers to Agents below)
  • Inbound voice and SMS have separate readiness. Calls can work while carrier messaging registration is still pending.

Requires Admin or Super Admin role.

SMS Capability, Registration, and Consent

An SMS-capable number is not automatically allowed to send application messages. Mylla checks three independent requirements:

  1. The number supports SMS.
  2. Carrier messaging registration is approved.
  3. The recipient has valid consent for that business, sender, and message purpose.

After purchase, open Numbers → Compliance → Messaging registration. An Admin or Super Admin must authorize the submission because Twilio Brand, Campaign, and recurring carrier fees may apply. For US/Canadian 10DLC numbers, Mylla submits a Secondary Customer Profile, A2P Trust Product, Brand, Campaign, and sender assignment. Campaign review commonly takes 10–15 days, but may take longer.

While review is pending:

  • The number can continue receiving calls.
  • Outbound SMS remains blocked.
  • Mylla shows status and correction details in the Compliance tab.

SMS consent

  • Consent given during a call is one-time consent for the specific follow-up described on that call. It does not authorize a later missed-call SMS.
  • Texting START creates reusable consent for disclosed service updates. Reusable consent lasts up to 12 months unless the recipient revokes it sooner.
  • If matching reusable consent is still valid, Mylla does not ask the same consent question on every call.
  • Texting STOP immediately revokes consent. A later START is required before reusable messages can resume.
  • Changing the business, sender, recipient, or message purpose requires matching consent for that new context.

Carrier approval does not guarantee delivery. Messages can be filtered, delayed, or rejected because of destination rules, recipient opt-out, quiet hours, device/network conditions, or provider incidents.

Important limitations

  • Mylla numbers are routing and messaging endpoints, not emergency-service replacements. Do not rely on Mylla for emergency calling or emergency SMS.
  • Always submit the business's accurate registered identity. Using a number only for forwarding or keeping it private does not remove carrier compliance requirements.
  • Call-recording and consent laws vary by location. The business is responsible for lawful disclosures and use.
  • Mylla cannot guarantee number approval, Campaign approval, message delivery, or a specific review time.

2. Forwarding an Existing Number to Mylla

If you want to keep using your existing business number — but have Mylla answer it — set up call forwarding at your current carrier. This is the fastest way to go live without porting or changing your PBX.

The idea

Your existing number → (forwarded to) → Your Mylla number → answered by your Mylla agent

Callers still dial your old number. They never see the Mylla number. Your carrier transparently forwards the call.

Before you start

  • Buy a Mylla number first (see section 1) — you'll need it as the forwarding destination
  • Assign that Mylla number to the agent you want to answer the calls
  • Keep access to your current carrier, mobile account, landline, or PBX admin so you can turn forwarding on and off
  • Decide whether Mylla should answer all calls, after-hours calls, busy calls, or no-answer calls

Option A — Unconditional forwarding (recommended)

Forward every call to Mylla. Your old number becomes a pass-through.

Most US landlines and VoIP lines:

  1. From the phone on the line you're forwarding, dial: *72
  2. Wait for the tone
  3. Dial your Mylla number (no +, no spaces — e.g., 4155551234)
  4. Wait for the confirmation tone and hang up

To cancel unconditional forwarding later, dial *73 from the same line.

US mobile carriers (dial these codes from the mobile phone):

CarrierEnable forwardingDisable
Verizon*72 + Mylla number + Send*73 + Send
AT&T**21* + Mylla number + # + Send##21# + Send
T‑Mobile**21* + Mylla number + # + Send##21# + Send

Exact codes vary by carrier and region. If these don't work, search your carrier's support site for "call forwarding feature code".

Option B — Forward only when you can't answer

Forward to Mylla only if you're busy or don't answer. This lets you pick up during work hours and hand off to Mylla after hours.

Most carriers support:

  • Busy forwarding: *90 + Mylla number (cancel with *91)
  • No-answer forwarding: *92 + Mylla number (cancel with *93)

Option C — Forward from your PBX or VoIP admin

If you're on a hosted PBX (RingCentral, 8x8, Dialpad, etc.) or a VoIP platform:

  1. Log into your admin console
  2. Find the extension or DID you want to forward
  3. Set the forwarding destination to your Mylla number in E.164 format (e.g., +14155551234)
  4. Save

Verify it's working

  1. Call your old number from a different phone
  2. Mylla's agent should answer within 2–3 rings
  3. Check Calls in the dashboard — you should see the call logged under the agent assigned to your Mylla number

Porting Your Existing Number (Optional)

If you'd rather move your existing number onto Mylla — instead of forwarding — Mila/Mylla can create an internal porting request. The Mylla team then guides you through the required carrier account information and authorization. Porting is not fully automated, and you should not cancel the current carrier before the port completes.

Porting typically takes 5–10 business days after the carrier accepts the request and may require:

  • A recent bill from your current carrier (PDF)
  • A Letter of Authorization (we send you a template)
  • Your account number and PIN with the losing carrier
  • The service address and authorized signer on the carrier account

During the port, your number continues to work on your current carrier. It cuts over to Mylla on the scheduled port date.

See the full process in the Migration Guide.

Assigning Numbers to Agents

Every number must be assigned to an agent before it can answer calls. A number can only be assigned to one agent at a time.

From the Numbers page:

  1. Go to Numbers
  2. Click a number
  3. Pick an agent from the Assign to Agent dropdown

From the Agent edit page:

  1. Open the agent's edit page
  2. On the Phone Numbers card, click Manage
  3. Toggle numbers on or off in the side panel

Assigning Numbers to Locations

If your business has multiple sites, you can attach a number to a Location to track which site gets which calls.

From the Numbers page:

  1. Click a number
  2. Pick a location from the Location dropdown

From the Location edit page:

  1. Open the location's edit page
  2. On the Phone Numbers card, click Manage
  3. Toggle numbers on or off

A number can belong to an agent and a location at the same time — that's how agents get tied to locations.

Releasing a Number

When you no longer need a number you purchased through Mylla:

  1. Go to Numbers
  2. Click the number
  3. Click Release

Released numbers stop billing and go back into the pool. This can't be undone — if you need the same number back, you'd have to re-purchase (and someone else may have grabbed it).

For SIP-linked numbers, releasing removes them from Mylla only — your SIP provider still owns the number. See SIP Trunk.

Requires Admin or Super Admin role.

Number Status Reference

StatusMeaning
ActiveReceiving calls, assigned to an agent
UnassignedIn your account but not attached to an agent — calls will fail
PausedTemporarily not receiving calls
PendingBeing provisioned (usually clears within seconds)
SIPLinked from an external SIP trunk (see SIP Trunk)
ReleasedNo longer in your account

Permissions

ActionSuper AdminAdminMember
View numbers✅✅✅
Submit compliance / buy a number✅✅❌
Authorize messaging registration✅✅❌
Set up forwarding(done at your carrier, not Mylla)
Assign to agent / location✅✅❌
Release a number✅✅❌
Was this page helpful?