Zoho CRM | How to change and assign "From" Numbers to specific users – Sinch Engage

It's possible to change or allocate who can use "From" Numbers. Assigning a from number to a single user or specific team is useful if you have multiple numbers available and you want to create a consistent point of contact with an area of your business, e.g. customer support or accounts.

1. First you need to go into the Smooth Inbox and Bulk SMS module, which you'll find in the menu ribbon at the top:

Heads up - If you can't see it, don't panic! If the extension is installed, it's there... you just need to select the ellipses (those three little dots) at the end of the ribbon to bring up the extended menu options.

2. Once you're in the SMS for Zoho CRM inbox, you'll need to go into Settings by clicking on the cog icon at the top right-hand corner of the SMS inbox:

3. Select the From Numbers tab and find the number that you want to assign, then click on the pencil icon under Actions to bring up the settings for this number:

4. At the bottom of the settings window, you'll find the Assign to a team or a single user dropdown menu and there are a few options to choose from:

Available to everyone - this is exactly as it states, all users can send an SMS from this number and is the default option.
Available to a team - this is where you could allocate a number to a specific team of users, for example your accounts department if you wanted to send invoice reminders to your customers.
Available to a single user - again, this one is exactly as it states: one number, one user.

5. If everyone uses a default phone number to send SMS, you might like to change the setting for the number you use as a Default From Number. In the menu ribbon at the top, click the Settings cog icon.

6. Locate the Marketplace tile and click on All:

7. In the next screen, click on the Installed tab.

8. Then locate SMS for Zoho CRM and click on Configure:

9. Set “Do you want to allow everyone to use the same phone number?” to Yes.

10. Select a “Default From Number” from the drop-down menu.

11. Click Save.

Assign a from number based on specific fields in a record

Another option is to set Criteria for when to use. This is an advanced feature if you want to automatically choose a from number when the CRM record data matches certain conditions. For example, if the City field in the record is set to "Dallas", you could configure the criteria so that a 10DLC local number with the Dallas area code is selected.

Click the ? icon for instructions on how to use this feature.

Assign a from number to a team

1. Use the dropdown box to select Available to a team:

2. After you select that option, you'll see a new dropdown box appear underneath called Team, where you can select the team you want to assign the number to:

3. Once you've assigned the number to a team, you can add a description so when you're looking through your list of numbers, you can see at a glance where you've allocated the number.

Remember to also check the box next to Enable this number, otherwise the users in the assigned team won't be able to use it!

4. Click Save and you're done.

Assign a from number to a single user

1. Use the dropdown box to select Available to a single user:

2. After you select that option, you'll notice a new dropdown box appear underneath called User, where you can choose which user you'd like to allocate the number to:

3. Once you've assigned the number to a user, you can add a description so when you're looking through your list of numbers, you can see at a glance where you've allocated the number.

Remember to also check the box next to Enable this number, otherwise the assigned user won't be able to use it:

4. Last but not least, make sure you click Save.