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Choose the Right Dialer Number: Role Numbers vs Personal Numbers in Sierra

Learn how Role Numbers and Personal Numbers work in Sierra’s Dialer so you can route calls correctly, create leads automatically, and choose the best number for calls and texts.

Summary

This article explains the difference between Role Numbers and Personal Numbers in Sierra’s Dialer. You’ll learn how each number type routes inbound calls and texts, when new leads are created, and how to choose and set the best default number for your workflow.

Table of Contents

  1. Why Role Numbers vs Personal Numbers Matter

  2. What Is a Role Number? 

  3. What Is a Personal Number?

  4. Choosing Which Number to Use

  5. Using Action Plans with Role or Personal Numbers

  6. Best Practices

  7. Troubleshooting Common Issues

  8. FAQs

Why Role Numbers vs Personal Numbers Matter

Choosing the right phone number in your Dialer settings directly impacts where calls go, how texts appear to leads, and how efficiently your team works together.

  • Role Numbers support shared responsibility and intelligent call routing based on lead assignment.

  • Personal Numbers ensure direct, one-to-one communication.

Understanding when to use each option improves response time, lead experience, and overall conversion.

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What Is a Role Number?

A Role Number is a shared phone number used by your team.

Sierra Dialer packages include one Role Number for each of the following roles:

  • Buyer

  • Seller

  • Lender

Additional Role Numbers can be added for $2 per line per month.

How Role Numbers Route Calls

Role Numbers function like a smart call-forwarding system:

  1. A lead calls your Buyer Role Number.

  2. Sierra checks which agent is assigned as the Buyer Agent on that lead.

  3. The Dialer forwards the call to the assigned agent.

The same logic applies to Seller and Lender Role Numbers.

How Role Numbers Handle Unknown Callers

If someone calls or texts a Role Number and Sierra cannot match the phone number to an existing lead, one of two things happens:

Option 1: Unknown Numbers Lead Routing

  • Requires an Unknown Numbers Lead Routing Rule to be set up

  • Automatically routes calls or texts to a specific user or group

  • Creates a new lead in the CRM from the inbound call or text

Use this option if your team wants every unknown call or text to become a lead.

Option 2: Catch-All Number

  • Calls or texts are forwarded to your designated Catch-All number

  • No new lead is created automatically

Use this option if your team prefers to manually create leads.

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What Is a Personal Number?

A Personal Number is a unique Dialer number assigned to an individual user.

  • Every user with a Dialer-included package receives one Personal Number.

  • Calls and texts sent to a Personal Number always route directly to that user.

  • Personal Numbers are ideal for one-to-one communication and agents who want direct ownership of conversations.

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Choosing Which Number to Use

Sierra allows you to control which number appears when making calls or sending texts.

Setting Your Default Dialer Number

You can choose either a Role Number or your Personal Number as your default.

To update this setting:
Edit Profile → Dialer → Default Dialer Number

Your default number is automatically used for:

  • Outbound phone calls

  • Outbound text messages

You can still manually switch numbers at any time.

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Using Action Plans with Role or Personal Numbers

For Action Plans that send automated text messages, you can choose whether messages are sent from:

  • A Role Number (team-based communication), or

  • A Personal Number (agent-based communication)

This helps maintain a consistent experience for leads and align messaging with your team’s workflow.

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Best Practices

  • Enable Unknown Numbers Lead Routing if you want every inbound call or text to create a lead.
  • Use the Catch-All number only when automatic lead creation is not required.
  • Review your default number settings regularly to ensure they align with your calling and texting process.
  • Choose Action Plan sending numbers based on whether communication should feel team-based or agent-specific.

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Troubleshooting Common Issues

  • A call did not create a new lead
    The call was likely routed to your Catch-All number. Enable Unknown Numbers Lead Routing to ensure new leads are created. Check the Admin Inbox for missed caller details.
  • Outbound texts show the wrong number
    Verify your default Dialer number and confirm whether the Action Plan is set to use a Role Number or Personal Number.
  • A Role Number call went to the wrong team member
    Check the lead’s assigned agent in the CRM. Role Numbers always route calls based on assignment, not caller intent.

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FAQs

  • Do I have to use Role Numbers?
    No. You can use only your Personal Number if preferred, though at least one Role Number is required to enable the Dialer.
  • Can multiple agents share the same Role Number?
    Yes. Role Numbers are designed for shared use across Buyer, Seller, or Lender teams.
  • Can I add more Role Numbers?
    Yes. Additional Role Numbers are available for $2 per line per month.
  • Does texting from a Role Number work the same as calling?
    Yes. Texts follow the same routing rules as calls.
  • Will Unknown Numbers Lead Routing create leads from both calls and texts?
    Yes. Both calls and texts from unknown numbers will create new leads.
  • Can I switch between Role and Personal Numbers when texting?
    Yes. You can choose which number to send from at any time.

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