Each phone number in dialnote has its own settings page where you can customize how calls are handled, who has access, and what AI features are active. Changes save automatically as you make them, so there's no need to click a save button.
Identity & Access#
The Identity & Access section covers the basics for your phone number:
Display Name - Give your number a friendly name like "Sales Line" or "Support", and pick an emoji icon from the picker beside it. This helps your team quickly identify numbers in the app.
Outbound Caller ID - Choose what number appears when making outbound calls. You can use the number itself or select a verified caller ID. See Caller ID for setup details.
International calling & messaging - Enable this to make calls and send texts to international numbers. Keep it off if you only need domestic service.
Pro tip
Use descriptive names that match your business functions. "Main Office" is better than "Number 1" when your team is juggling multiple lines.
Team Member Access#
Phone numbers can be shared with your team. Each member gets one of three access levels, shown in the app as:
- Full access (Owner) - Full control over settings, can add or remove members, delete the number
- Call & text (Shared User) - Can make and receive calls, send messages, and get notifications, but can't change settings
- View only (View Only) - Can see call history and recordings, but can't make calls or send messages
Click Manage Members to invite team members or change their access levels. Members you add will see this number in their dialnote app and can handle calls routed to it. For more on roles across your whole workspace, see Team Roles.
Reject calls with no caller ID - Refuses calls to this number when the caller withholds their number. It's off by default, and org owners and admins can change it, along with anyone who has full access to the number, since switchboards, medical practices, and international callers all show up this way. Turn it on when someone you've blocked starts calling back with their number hidden. See Blocking Numbers.
In the app, this toggle, the team list, and the settings above all sit in the same Identity & Access section.
Recording#
This section controls call recording:
Auto-record calls - Automatically records all calls to and from this number. It's on by default, and recordings are stored and accessible from the call history. During your trial, or until your business details are approved, this one stays locked on and you can't turn it off.
Call recording notification - On by default. Callers hear an announcement that the call is being recorded. Pick one of two announcement styles:
- Voice-based notification (spoken message)
- Audio tone notification (beep sound)
Turn the notification off if you don't want callers to hear anything. You can set the announcement separately for inbound vs outbound calls.
Note
These settings cover AI agent calls too. There's no separate recording setup on an agent: the number's auto-record setting is what starts the recording, and callers hear the same notification before they're connected. For more on what gets captured, see Call Recording.
AI & Intelligence#
This section controls the AI-powered features that run after each call. All four are on by default on a new number, and turning one off asks you to confirm.
AI transcription - Converts call audio to text automatically. Transcripts appear in your call history and inbox timeline.
AI summaries - Generates a brief summary of each call with key points and action items. This requires transcription to be on first — you can't get a summary without a transcript.
AI call tagging - Automatically categorizes calls based on what was discussed. Tags are applied using the definitions you set up in Settings → AI Call Tags. You can create tags in four categories: Priority, Topic, Outcome, and Action Required.
AI contact extraction - Pulls contact details (name, email, company) from the call transcript and queues them for your review. Like summaries, this needs AI transcription on first. Call tagging doesn't.
Pro tip
Turn on transcription plus summaries, tagging, and extraction together for the best experience. You'll get a transcript, a quick summary, auto-applied tags, and suggested contact details for every call — no manual work needed. Learn more in AI Transcription and Call Scoring.
Call Flow#
The call flow determines what happens when someone calls your number. Without a call flow, the number rings everyone who can take calls on it at the same time, and sends the caller to voicemail if nobody on the number can answer.
With a call flow, you can:
- Play a greeting message
- Build an IVR menu ("Press 1 for sales, 2 for support...")
- Route to specific team members or groups
- Send calls to an AI agent
- Forward to an external number
- Send to voicemail
Click Configure call flow on a number that doesn't have one yet, or View Complete Flow on a number that does, to open the visual flow builder where you drag and drop actions to create your routing logic. See Call Flows for a full walkthrough.
Voicemail Settings#
Control how voicemail works for this number:
Enable voicemail - On by default. Lets callers leave messages when no one answers.
Voicemail greeting - Write your own greeting message. dialnote converts it to speech automatically. Leave blank to use the default "Sorry we missed you. Please leave a message after the tone and we'll get back to you."
Maximum recording length - Set how long callers can record. Pick from 30 seconds up to 5 minutes; the default is 2 minutes.
Voicemail transcription - Off by default. Automatically transcribes voicemail messages to text so you can read them without listening.
For the full voicemail setup, see Voicemail.
Hold Music#
Pick what callers hear when they're placed on hold or waiting in a conference:
Built-in audio - Choose from seven options: Phone ringing, Classical, Ambient, Electronica, Guitars, Rock, or Soft Rock. New numbers start on Phone ringing. The music playlists are hosted by your phone provider and don't require any setup.
Custom audio URL - Provide your own audio file via an HTTPS URL. This is useful if you want branded hold music or a custom message loop. The URL must use HTTPS.
Forward Existing Line#
If your customers already dial another business line, you can point that line at your dialnote number with carrier call forwarding. Calls arrive in dialnote with no porting and no new number to advertise, and you can undo it whenever you like.
Open Forward your existing line here, pick your existing line's carrier, and copy the dial codes it gives you. Once the forwarding is in place, flip the confirmation toggle so your team knows the line points here.
Business Hours#
Set when your number accepts calls:
Enable business hours - Turn this on to define your operating hours. When off, the number accepts calls 24/7.
Time zone - Select your local time zone so hours are calculated correctly.
Schedule Options:
- Custom - Set different hours for each day of the week
- Weekdays - Same hours Monday through Friday, closed weekends
- Every day - Same hours all seven days
For each day, pick start and end times from the 15-minute list that runs 12:00 AM to 11:45 PM. The start dropdown also offers None to close that day and All day to stay open around the clock.
Warning
Enabling business hours here doesn't automatically add a "check business hours" step to your call flow. You'll need to add that step separately in the call flow editor to route after-hours calls differently. See Business Hours for the full setup.
Messaging (SMS)#
Enable or disable SMS messaging for this phone number. When SMS is on, you can send and receive text messages through the inbox.
SMS Messaging - Turns text messaging on or off for this number. Not all numbers support SMS. On a number without messaging capability, the toggle still shows but is greyed out.
Scheduled SMS - When SMS is on, you can also turn on scheduled sending to send texts at a specific date and time. This toggle only shows on Twilio-backed numbers, and it's disabled while A2P registration blocks sending.
US numbers need A2P registration
If you're using a US local number, you'll need to complete A2P 10DLC brand and campaign registration before you can send texts. Receiving works without any registration, and you can turn SMS on either way. This is a carrier requirement, not a dialnote limitation. See A2P Registration to register your brand. More on texting is in the SMS guide.
Auto-Replies#
Set up automatic SMS responses that send when:
- Someone sends you a text message
- You miss a call (with or without voicemail)
You can configure different replies for during business hours vs after hours. This is handy for letting callers know when to expect a callback or pointing them to self-service options. The after-hours group only shows when business hours are turned on; with business hours off, you get one group called Auto-replies (always active).
Auto-replies send SMS, so the whole section stays disabled until SMS is on for the number and A2P registration allows sending.
To stop runaway texting, set a Max auto-replies per hour limit. It caps replies per conversation per hour, accepts anything from 0 to 100, and 0 means unlimited. You can also assign an AI message bot to reply to incoming texts instead of sending a fixed canned message.
Deleting a Number#
If you no longer need a phone number, open the Delete Phone Number section at the bottom of the settings page, type a short reason for releasing it, and confirm. The reason is required and kept on record for auditing. This permanently releases the number back to the carrier and removes all of its settings — call flow, voicemail, business hours, and every other configuration. Team members lose access, and the number can't be recovered once deleted. Org owners and admins can delete any number, as can anyone with full access to it. Trial accounts can't release a number at all, so you'll need a paid plan first.
This can't be undone
Deleting a number is permanent. If you might need the same number later, port it out instead of deleting it.
What's Next#
- Caller ID - set what callers see on outbound calls
- Call Routing - build flows, IVR menus, and ring groups
- Voicemail - greetings, transcription, and delivery
- Call Recording - what gets recorded and where it lives