What is a Smart Number?
A Smart Number is a virtual VOIP (voice over IP) phone number connected to your BoldTrail database. It displays to your contacts when you call, text, or reach out from BoldTrail, helping you maintain professional communication while ensuring all lead activity is tracked in your CRM.
Smart Numbers exist at three levels:
Office Smart Number — Shared by all agents in your office
Team Smart Number — Shared by agents on your team
Personal Smart Number — Purchased individually; belongs only to you
How Your Smart Number Works
Your Smart Number knows:
Your cellphone number and your office/team members' numbers
All your contacts' phone numbers
Which contacts belong to which agents
Who contacted which contact last
What auto-communications went to which contact
Important: If you call from the mobile app's dialer, your personal cell number displays instead of your Smart Number.
Where Your Smart Number Appears
When you call from BoldTrail on your computer — It's a three-way call, the smart number calls you and then connects you to your contact. Your Smart Number displays to the contact.
On your BoldTrail website — If configured to show your number there.
When leads respond to custom text codes — Leads text your Smart Number, and the conversation appears in BoldTrail.
When Smart Campaign texts are sent — Campaign messages originate from your Smart Number.
When you text leads from BoldTrail — All texts are sent from your Smart Number.
Inbound Calls to Your Smart Number
How Inbound Call Routing Works
If the caller is NOT in BoldTrail: The call routes according to your Smart Number lead routing settings—which could mean to you, a receptionist, a group, or round-robin to all agents.
If the caller IS in BoldTrail: BoldTrail automatically routes the call to:
The agent with the most recent call or text activity in the last 90 days
If no recent calls/texts, the agent with the most recent outbound activity (emails, search alerts, etc.)
If no recent activity, a new tracked call lead is created and routed per Smart Number settings
What number shows on your phone? The caller's phone number displays—not your Smart Number.
Personal Smart Number Benefits
Should you get a Personal Smart Number? Yes, if you want to:
Keep leads coming directly to you (not round-robin to your office)
Maintain a dedicated business number separate from your personal cell
Leave your number behind when you change jobs or carriers
Better control over your lead workflow
Text Delivery & Troubleshooting
Why a Text Might Not Be Delivered
There are four main reasons a text from your Smart Number may not be delivered. In these cases, use email or voice calls instead.
1. The Contact Has Unsubscribed Contacts can unsubscribe by texting "STOP" to your Smart Number. A note appears in their timeline indicating unsubscribe status. They can also unsubscribe via your website.
2. The Contact Has Blocked Your Smart Number If a contact blocks your number, your texts won't be delivered.
3. The Phone Number is a Landline Landline numbers can't receive text messages. A note will appear in the contact profile stating "Text not sent - landline."
4. The Contact's Cell Carrier Blocked the Message
T-Mobile Scam Flagging: In March 2017, T-Mobile deployed a scam flagging service powered by First Orion. If your Smart Number is flagged as "scam," T-Mobile alerts their customers as "Scam Likely" and may block the message. Other carriers like AT&T have similar policies.
Solutions:
Purchase a Personal Smart Number to use a different Caller ID
Report your Caller ID to T-Mobile as a valid number
Register your number at https://calltransparency.com/
Spam Calls to Your Smart Number
If you receive spam or robocalls to your Smart Number, report them to the FCC. Contact BoldTrail Support for more information on blocking unwanted calls or texts.
Smart Number Suspension
What Is a Smart Number Suspension?
If you're identified as sending spam messages via your Smart Number, your text messaging to leads will be temporarily suspended for 30 days. This protects your deliverability and keeps your Smart Number compliant with mobile carrier guidelines.
Why Does This Happen?
Mobile carriers (AT&T, Verizon, T-Mobile, etc.) monitor text message patterns. When activity looks suspicious, they flag the number. BoldTrail monitors for these patterns to protect your messaging reputation.
What Counts as Spam?
Common spam patterns include:
Sending the same or very similar message to the same lead multiple days in a row
Texting too frequently — texting a lead every day for 4-5+ days without response
Mass texting purchased leads without opt-in consent, causing bulk unsubscribes
Suspension FAQs
Q: Will my whole team be suspended if one agent is flagged? A: No. BoldTrail reviews activity. Only the agent responsible will be suspended.
Q: How will I know if I'm suspended? A: A banner message appears in your dashboard, and all messaging buttons are grayed out.
Q: Will my admin be notified? A: Yes. Admins receive an email with the agent's details when a suspension is applied.
Q: How long does the suspension last? A: 30 days.
Q: Can I still reply to leads during suspension? A: Yes. You can manually reply to messages from leads who text you first. The suspension only prevents you from initiating outgoing messages.
How to Avoid Suspension: Best Practices
Vary your message content
Don't send the same (or nearly the same) message to the same lead on different days
Write something completely new each time you reach out
Space out your messages
Don't text the same lead every single day for a week
Give leads time to respond before following up
Collect opt-in consent
Ask leads for permission before adding them to your texting list
Leads who explicitly opted in are much less likely to report you as spam
Pro tip: Following these practices keeps your Smart Number reputation strong, improves deliverability, and reduces opt-outs.
Smart Number Forwarding & Setup
Can I Forward My Smart Number to a Non-US/Canadian Number?
No. Smart Numbers can only be forwarded to US or Canadian phone numbers.
Can I Use My Smart Number with Google Voice or Other VOIP Systems?
No. Smart Numbers are VOIP-based and can conflict with other VOIP systems like Google Voice or Dialpad. Use only with a cell phone number.
Multiple Personal Smart Numbers
Can I have multiple Personal Smart Numbers? Yes, if you work in multiple area codes. Only one will display on your website, so pick one with a localized area code relevant to your market.
Can I transfer my Smart Number to a new BoldTrail instance? Yes, your Smart Number can be transferred.
Porting Your Smart Number
Can I port my Smart Number when I leave? Yes, as long as you initiate it before your account is canceled. A fee may apply depending on whether you originally ported the number in. Contact Billing for details.
Call Recording
What is call recording on a Smart Number? Admins can enable call recording in Smart Number settings. When enabled, all calls are recorded and accessible in the contact's timeline. Recordings can be played or downloaded from the contact record.
Important: Read the disclaimer thoroughly before enabling call recording to ensure compliance with applicable laws.
Lead Capture with Smart Numbers
Using Text Codes for Lead Generation
Custom text codes are one of the most effective ways to generate leads with your Smart Number:
Create the code in BoldTrail and set an auto-reply message
Publish the code on print materials, signage, social media, or digital ads
Leads text the code to your Smart Number
Automatic capture — The lead is added to BoldTrail and routed per your settings
This approach works across all your marketing channels and ensures every text response is tracked in your CRM.
Frequently Asked Questions
Q: Should I use my broker's Smart Number or get my own? A: Your broker's number works, but new leads are typically routed round-robin to all agents. A Personal Smart Number ensures leads come directly to you and gives you a dedicated business line.
Q: Which Smart Number is used if I have multiple? A: The most specific number is used: Team > Office > Agent. Check the dropdown menu in the top right of your BoldTrail account to see which number is active.
Q: What happens to my Smart Number if I become inactive? A: If your Smart Number is set to route to you specifically and you become inactive, calls are forwarded to a Company Admin. The lead will be assigned to the admin with ownership set to your entity.
Q: Can I cancel my office Smart Number? A: No, but it can be hidden.
Want to learn more about text deliverability best practices? Check out our detailed guide on messaging compliance.