Overview
For phone numbers to sync correctly with Engage, they must be formatted in E.164, the international standard for phone numbers. If a customer's number isn't in this format, it may not connect those contacts to Engage.
What is E.164 format?
E.164 is a standardized way of writing phone numbers that works across all countries and phone systems. Every E.164 number follows the same four rules:
Start with a plus sign (+) — this signals that a country code follows.
Add the country code — for the US and Canada, this is 1.
Add the full phone number — include the area code, and drop any leading zero if your local number starts with one.
No formatting — remove all spaces, dashes, and parentheses. The result should be one continuous string of digits.
Example
Format | Number |
Normal (US) | (415) 555-2671 |
E.164 | +14155552671 |
How to update a customer's phone number
If a phone number isn't syncing to Engage, you can correct it directly on the customer record:
Go to the Customers tab and open the relevant customer record.
Click Edit.
Update the phone number field to use E.164 format (e.g. +14155552671).
Click Save.
Once updated, the number will sync with Engage. This may take a few minutes.
Have additional questions?
Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.