The send path resolves the sender's assigned number, falling back to the account's main line. The chosen line is recorded on the usage row so per-number usage is attributable.
Also called: send from my number · which number does the text come from · reply goes to the wrong person
- 1repNumber looks up the sender's assigned, unreleased number
- 2mainLine picks the number flagged 'main', excluding relay lines
- 3A lookup failure returns null: sending from the shared pool is a far better outcome than not sending
- 4The resolved line is stamped on the send_log row
Giving a rep their own number is pointless if their texts go out from the main line — the customer replies to whatever number appeared on their phone, and the answer lands in a shared pile instead of with the person who has the relationship. When the sending rep holds a number, the text now leaves from that number. The reply comes back to them, and the customer keeps talking to the same person throughout.
- Outbound texts from a number the customer has never seen
- Replies routed away from the person who sent the message
- Usage not attributable to a line
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