Skip to main content
Who uses this: Admins, plus Team Managers whose Create & edit Customers permission is turned on — correcting a number means editing the customer record. Availability: United States and Canada · Requires the Engage add-on.
For a customer’s phone number to sync with Engage, the number must be in E.164 format — the international standard for phone numbers. A number that isn’t in E.164 may not connect that contact to Engage, so calls and texts may not reach that customer. E.164 writes a number as a plus sign, a country code, and the full number with no spaces or symbols: +14155552671.

​
Overview

E.164 is a standardized way of writing phone numbers that works across all countries and phone systems. Engage depends on E.164 to connect a customer record to its Engage contact — a customer number that isn’t in this format may not connect that contact to Engage at all. This page is the format reference: the four rules every E.164 number follows, a worked example, and how to correct a number on a customer record.

​
The four E.164 rules

Every E.164 number follows the same four rules:

​
Examples

​
How to fix a number that isn’t syncing

If a phone number isn’t syncing to Engage, correct it directly on the customer record:
  1. Go to the Customers tab and open the customer record.
  2. Select Edit.
  3. Update the phone number field to E.164 format (for example, +14155552671).
  4. Select Save.
Once updated, the number syncs with Engage. The sync can take a few minutes.

​
Notes & limitations

  • A number that isn’t in E.164 format may not connect the contact to Engage, so calls and texts may not reach that customer.
  • After you correct a number, syncing to Engage can take a few minutes — it isn’t always instant.
  • Country codes vary by country. The country code 1 covers the US and Canada, where Engage is available.