Platform Phone Numbers vs. Imported Phone Numbers: Which Should You Choose?

Choosing between a platform phone number (purchased directly inside your AI builder) and an imported phone number (from Twilio, Telnyx, Vonage, etc.) depends on your business needs, geography, and desired features. Here’s what you need to know to make the right choice.

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Platform Phone Numbers

• How to Get One:
  

  • In your AI builder, go to “Numbers” > “Buy a New Number.”
    
    

  • Enter the area code you want (US-only) and purchase for $2.50/month.
    
    

  • You’ll get a random number in that area code (you can’t pick a specific number).
    
    

• Best For:
  

  • US-based businesses that need simple, fast setup.
    
    

  • Voice calling needs (inbound and outbound) where texting from the same number is not required.
    
    

• Limitations:
  

  • US only—not available internationally.
    
    

  • You can’t select a vanity number or specific digits.
    
    

  • Text messages to these numbers may go nowhere (the “black hole” problem)—if clients try to text the number, you can’t respond via the platform.
    
    

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Imported Phone Numbers (Twilio, Telnyx, Vonage)

• How to Use:
  

  • Import a number from a supported service (Twilio is the most popular and flexible).
    
    

  • Works for both international and US numbers.
    
    

  • It can be configured (but doesn’t have to be) for both voice and texting (SMS/MMS) by switching your CRM to use the same Twilio number.
    
    

• Best For:
  

  • Businesses operating outside the US (Canada, Australia, Europe, etc.).
    
    

  • Anyone needing more flexibility (IVRs, advanced routing, special integrations).
    
    

  • Businesses wanting a single number for both calls and text—important for conversational continuity (when a customer calls or texts the same number).
    
    

• Benefits:
  

  • Full control over the number (can port, configure IVR in Twilio, set advanced routing).
    
    

  • Can set up texting and calling on the same number (calls/texts go to the AI).
    
    

  • If a customer texts the AI number, the AI can respond—no lost messages.
    
    

• Considerations:
  
  

  • If you end up connecting Twilio to BOTH your AI Assistant and your CRM be aware that you lose functionality for the use of IVR in your CRM.

  • Slightly more technical setup (requires following integration guides for Twilio/Telnyx/Vonage).
    
    

  • You can forward calls and texts as needed.
    
    

🌎 Tip: If you need international reach or unified voice/text on a single number, choose an imported number (preferably Twilio).

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Decision Guide

• US, simple setup, voice only:
  Go with a platform phone number.
  
  

• Need to text and call from same number, or non-US number:
  Use an imported number (Twilio, etc.).