Your Caller ID is related to your companies business profile in Engage, which often times our team is creating for you during the onboarding process. This means that some Engage users' 10DLC campaigns are registered with FieldPulse details and you cannot set up Caller ID. In order to create and submit a Caller ID to Twilio, you will need to resubmit your 10DLC details for Twilio approval. To do so, navigate to the Settings within Engage, then select 10DLC Information. To learn more about 10DLC, visit the Engage 10DLC article.

Caller ID allows your company to set a phone number or name to appear on your outgoing calls. This way, your customers can see who's calling before they answer. In the Engage webapp, you can create and save your caller ID(s). Please note, the caller ID you choose must be approved by Twilio, the service we use to handle phone communications. This approval process can take anywhere from 1 to 3 weeks.

To create a new caller ID, navigate to Engage's Settings, then select Phone Number and click on the applicable line.

You can now enter your desired caller ID into the caller ID field and press Submit. In order to be approved, your caller ID must meet the following guidelines:

Check back periodically to view the status of your caller ID as it goes through the Twilio approval process.