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Manage and Optimize Personal Dialer Numbers for Lead Capture

Gain control over your communication strategy while boosting lead management.

Table of Contents 

  1. Why This Feature Matters
  2. Step-by-Step Instructions
  3. Best Practices
  4. Troubleshooting Common Issues
  5. FAQs

Why This Feature Matters

Personal Dialer Numbers give real estate professionals flexibility and control over communication, helping improve responsiveness, streamline workflows, and capture leads automatically. Key benefits include:

  • Direct call/text routing: Inbound calls and texts go straight to the assigned User, increasing engagement.

  • Agent retention & lead generation: Unique numbers attract and retain agents while supporting lead capture.

  • Automatic lead creation: The “Your Call, Your Lead” feature converts unknown callers into leads without extra effort.

  • Streamlined lead management: Call routing, forwarding, and automatic assignment improve operational efficiency.

Step-by-Step Instructions

1. Provisioning a Personal Dialer Number

  1. Navigate to Dialer Settings as a Manager or Primary Manager.

  2. Go to the Personal Numbers tab and click + Add New Number.personal numbers 1

  3. Set the Number Type to Personal Number.

  4. Select a User and search for a number by area code, ZIP, city, map, or partial number.

  5. Choose a number, review the info, and click Save.personal numbers 2

2. Managing Personal Numbers

  • In the Actions column, you can:

    • Edit the number (reassign to a different User or as a Role number)

    • Forward to another Dialer number

    • Delete the number

3. Reassigning Role Numbers

  1. Go to the Role Numbers tab.
  2. Select the Pencil Icon & reassign a Role Number as a Personal Number (cannot remove the last active number for a role).personal numbers 3

 

You must keep at least one active number per role.

4. Billing

  • Free: 1 Role Number per role + 1 Personal Number per User

  • $2/month: Additional numbers or forwarded numbers

5. Choosing Your Default Dialer Number

  1. Go to User Profile > Dialer tab.

  2. Select your default number for call lists.

  3. When contacting leads, choose from your assigned numbers.

6. Action Plans & Automation

  1. Navigate to the Leads tab > Action Plans.

  2. Navigate to Action Plan Settings > General Settings.personal numbers 4

  3. Toggle:

    “Send All Text Message and Voicemail Action Plan Activities from the Related User’s Personal Dialer Number (When Available)”

  4. Optionally, link to the User’s default number.

7. Lead Pond Auto-Assignment

  1. Navigate to the Leads tab > Lead Ponds.

  2. Go to Lead Pond Settings.personal numbers 5

  3. Enable:

    “If a Pond Lead Calls or Texts a Personal Dialer Number, Auto-Assign that Lead to the Associated Agent”

8. Your Call, Your Lead

  1. Navigate to the Leads tab > Lead Routing

  2. Go to Unknown Numbers tab.personal numbers 6

  3. Enable automatic lead creation and assignment for unknown numbers calling a Personal Dialer Number.

  4. Customize lead source, tags, note, lender, and type.

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Best Practices

  • Always provision at least one Role Number per role before reassigning

  • Set Personal Dialer Numbers for general collaborators to streamline lead communications

  • Enable “Your Call, Your Lead” for lead capture from new contacts

  • Confirm Action Plan settings to ensure text/voicemail activities use the right number

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Troubleshooting Common Issues

Issue Fix
Inbound messages not showing in Inbox for Agent-level Users Ensure the User is assigned as a buyer/listing agent; inbox display for general collaborators is limited (future enhancement planned).
Can’t delete or reassign a Role Number Add a new Role Number first—each role must always have at least one active number.

FAQs

  • Can a User have more than one Personal Dialer Number?
    Only one active personal number is allowed, but you can forward other numbers to it.
  • What happens if no Personal Number is available for an Action Plan activity?
    The Role Number selected in the Action Plan will be used instead.
  • Are Personal Dialer Numbers required for new leads to be created?
    Only if “Your Call, Your Lead” is enabled—then unknown callers will trigger lead creation.

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