When you make outbound calls, the phone number that shows on the recipient's phone is your caller ID. By default, dialnote displays the number you're calling from as-is. But what if you want calls from one number to show your main business line instead? That's where custom caller IDs come in.
A caller ID in dialnote is one of your own dialnote numbers, verified so it can be displayed on outbound calls placed from another of your numbers.
Why Use Custom Caller IDs?#
Custom caller IDs let you control how your business appears to customers. Here are some common scenarios:
- One public number: Have outbound calls from several team numbers all display your main business line
- Department branding: Show your sales number on sales calls and your support number on support calls
- Local presence: Display a local number when reaching out to regional customers
Provider matching required
Caller IDs are provider-specific. A Twilio caller ID only works with Twilio phone numbers, and a Plivo caller ID only works with Plivo numbers. dialnote picks the provider for you from the number you choose, and only matching numbers appear when you assign it.
Adding a Caller ID#
To add a custom caller ID:
- Go to Settings → Caller IDs
- Click Add Caller ID
- Pick the phone number you want to verify from the dropdown — it lists your dialnote numbers that don't already have a caller ID
- Give it a friendly name like "Main Office" or "Sales Line" (optional, up to 64 characters)
- Choose a verification method if you're prompted (Plivo only — see below)
- Click to start verification
You don't choose a provider. dialnote reads it from the number you select, since Twilio and Plivo verify numbers differently.
Verification Methods#
You verify each number before it can be used as a caller ID. The process depends on the number's provider:
Twilio: Always a phone call. You'll get a call from one of Twilio's verification numbers. Answer it and enter the 6-digit code shown on your screen using your phone's keypad. dialnote checks the status for you and marks it verified once the call completes.
Plivo: Choose voice call or SMS. You'll get a 4–6 digit code through your chosen method, then type it into dialnote to finish.
Keep the modal open
For Twilio verification, keep the browser modal open during the call — it displays the code you need to enter. You can copy the code with one click if you want to read it from another device.
Status, expiry, and retries#
Each caller ID has one of three statuses: pending (waiting on verification), verified (ready to use), or failed (verification didn't complete in time).
- Verification codes expire after 10 minutes.
- You get 3 attempts per code. After that, request a new code with Resend Code — this starts a fresh verification.
- If a code expires before you finish, the caller ID is marked failed. Just add it again or resend.
Assigning Caller IDs to Phone Numbers#
Once a caller ID is verified, you can assign it to any phone number that uses the same provider:
- Go to Settings → Phone Numbers and open the number you want to configure
- In the Identity & Access section, find Outbound Caller ID
- Pick a verified caller ID from the dropdown (only verified, same-provider numbers show up)
- Changes save automatically
Leave it set to use the number itself, and outbound calls display that number's own ID. Pick a caller ID, and every outbound call from this number shows the caller ID number instead.
Who can change it
Any team member who can open this number's settings can assign or change its outbound caller ID from the Identity & Access section.
Managing Your Caller IDs#
From the Caller IDs settings page, you can:
- View status: See which caller IDs are verified, pending, or failed
- Update names: Change friendly names to keep things organized
- Delete: Remove caller IDs you no longer need (this removes them from any assigned phone numbers too)
- Re-verify: If verification failed, try again with a new code
Deleting affects assigned numbers
When you delete a caller ID, any phone numbers using it will revert to displaying their own number for outbound calls. Make sure to update your phone number settings if needed.
Troubleshooting#
Verification call not coming through? Check that the phone can receive calls. For landlines, make sure someone is available to answer. Twilio places the call from one of its verification numbers, so the number that shows up can vary.
Code not working? Verification codes expire after 10 minutes. If your code isn't accepted, click "Resend Code" to get a fresh code. You get 3 attempts before needing to restart.
Caller ID not showing on calls? Make sure the caller ID matches your phone number's provider. A Twilio caller ID won't work with Plivo numbers and vice versa. Also confirm the caller ID is verified and still assigned in the number's settings.
What's Next#
- Phone number settings — recording, voicemail, business hours, and more per-number options
- Making calls — place outbound calls from the dialer
- Phone numbers overview — buy, port, and manage your numbers