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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.

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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:
  1. Start with a plus sign (+) — this signals that a country code follows.
  2. Add the country code — for the US and Canada, this is 1.
  3. Add the full phone number — include the area code, and drop any leading zero if your local number starts with one.
  4. No formatting — remove all spaces, dashes, and parentheses. The result should be one continuous string of digits.

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Example

FormatNumber
Normal (US)(415) 555-2671
E.164+14155552671

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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:
  1. Go to the Customers tab and open the relevant customer record.
  2. Click Edit.
  3. Update the phone number field to use E.164 format (e.g. +14155552671).
  4. 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.