Whether you want to send text messages, make calls, or set up automated communication workflows, this guide will walk you through everything you need to know about phone services via Ivorey. We’ll cover how to purchase a phone number, enable SMS and voice, handle compliance, manage costs, and troubleshoot.
Purchasing a dedicated phone number inside Ivorey lets you:
Send and receive SMS and voice calls directly within the platform
Use SMS and calls for follow-ups, appointment reminders, marketing, and support
Keep your business communications separate from your personal number
Automate messaging or calling through workflows
Track call history, recordings, and contact replies inside CRM
Some countries require legal documentation before a number can be activated. These are industry regulations and not something Ivorey controls, and are handled via third-party review.
For Australia, you'll need to purchase and submit a regulatory bundle that includes your business name, address, and identity documents. Learn more about this here.
For the USA, you'll need to purchase and complete A2P registration, which verifies your business as a legitimate sender for SMS. Learn more about this here.
If you have any questions regarding your region's compliance requirements, please reach out to Support.
Each month, you receive $10 USD complimentary credit from Ivorey to use towards pay-as-you-go services inside of the platform such as email, SMS, phone calls, email authentication and more. You can learn more about Ivorey Billing and Inclusions here.
If you use this credit within the month, then the card that is attached to your Ivorey account, will be charged for any costs incurred above your monthly credit. It is also important to note here that your Wallet Balance can not be $0, so once your Wallet Balance reaches $0, it will automatically charge your bank account $10USD to recharge.
SMS is charged per 140-character segment (including spaces), so the longer your message, the more segments you'll be billed for - even if it’s sent as a single message. For example, a 150-character message will count as 2 SMS segments. To avoid surprises, you can use a free tool like Message Segment Calculator to check your message length before sending. You can learn more about SMS charges over here.
Phone numbers are country-specific. For example, an Australian number can only send messages to Australian contacts, and a US number can only send messages to US contacts. If your business operates in multiple countries, you’ll need to purchase a separate phone number for each location you plan to message or call.
It's also important to note that you may face some limitations based on your location. For example, if you're in New Zealand, Ivorey does support phone numbers and calls - but it does not support SMS at this stage. Please feel free to contact Support with any questions or concerns you have around this if you'd like clarity on if there are any limitations for your geographic location.
Once you’ve read and understood the information above, you can follow the steps below to purchase your system phone number and activate phone or SMS features.
This guide applies to you whether you plan to use Ivorey for SMS, phone calls, or both.
Navigate to [Settings] > [Phone Numbers] > and click [+ Add Number] in the top-right corner
Choose the country where you operate > and use filters to select a number that suits you (e.g. based on area code or digits)
Click [Proceed to Buy] to complete the purchase
Once purchased, your number will appear under the Phone Numbers tab
Once your number is ready and compliant, you can:
Send SMS via the Messaging tab in CRM
Text directly from a contact’s profile
Trigger messages through automated workflows
Use our free mobile app, LeadConnector, for on‑the‑go messaging
With an active number, you can make or receive calls directly inside Ivorey. Visit this article to learn all about how to make phone calls inside Ivorey. You can also:
Make calls using LeadConnector, if you’ve purchased phone services and set up your compliance bundles.
Set up call forwarding (e.g. to your mobile) so you never miss a call, configurable via “Edit Configuration” under Phone Numbers.
Assign numbers to specific team members (so inbound calls go to the right person) via Team settings.
Use call‑routing features, voicemail, call recording, and call‑handling settings as needed.
This makes Ivorey not just a messaging tool, but your full communication hub. Keep in mind that you will be billed for phone calls, you can learn more about these charges here.
The two main reasons your SMS is not sending:
If you're using a US number, check your A2P 10DLC registration status. Without approval, SMS may fail.
You can only SMS to numbers that match the country your phone number is registered in. If you're sending internationally, ensure that you're using a phone number registered in that country to send SMS’s - otherwise they will fail.
Not necessarily. One number can serve multiple users if routed correctly, but for personalised outbound messaging and tracking, dedicated numbers per user are recommended.
Some regions require compliance review (e.g. regulatory bundle verification). Approval may take several days.
Yes, you can use your existing Twilio number inside your Ivorey account. To get this set up, please reach out to our support team and provide your Twilio Account SID and Auth Token. Once received, we’ll raise this with our team and guide you through the process. We’ll keep you updated once everything is connected.
Important Note: Using your existing Twilio number in Ivorey will not affect your ability to use it elsewhere. The number remains owned by your Twilio account, and Ivorey simply connects to Twilio using your credentials.
This means you can:
Continue using the Twilio API with other platforms
Use the same number inside Ivorey
Maintain full access with no lock-in or restrictions
If you have recently noticed a charge to your bank account outside of your monthly subscription with Ivorey, please go to [Settings] > [Billing] > [Wallet & Transactions]. Inside your wallet you will see a summary of your transactions and where the credit/money has been used.
We gift you a $10 USD credit each month to use, but once you have used your monthly credit, you will automatically be charged $10USD, as your wallet can not be a total of $0. If you feel you have been charged incorrectly, please reach out to our support team so we can resolve this as soon as possible for you.
You can make calls using LeadConnector if you’ve purchased phone services and setup any compliance bundles.
Yes, you can purchase multiple numbers. This is helpful for managing different departments, services, or geographic regions within the same account.
One or more of the supporting documents within the bundle may have been rejected, for one or more reasons, when going through the regulatory bundle process for phone services. Read this article to navigate your next steps.
At the moment, SMS messages sent through Ivorey need to come from phone numbers that are connected and registered within the platform’s SMS provider such as Twilio or LeadConnector.
Because of this, personal phone numbers can’t be used as SMS senders. Once a number is properly set up inside Ivorey, you’ll be able to send messages seamlessly from there.
At the moment, mobile phone numbers with SMS capabilities are not available for New Zealand. Unfortunately, there’s no confirmed ETA on when these will become available.
Yes, you can use an Australian number to send SMS to New Zealand. However, please keep in mind that:
International messaging rates may apply
Delivery and compliance may vary depending on carrier rules
For now, using an Australian number is the most practical workaround while we wait for NZ mobile numbers with SMS capabilities to become available
The “contact ID not given” error is usually temporary and happens when the recipient’s carrier or server is not accepting messages at that moment. In many cases, the system will retry automatically and the message will be delivered shortly after. If the message doesn’t automatically send through, you can try sending the message again after a few minutes.
If the issue persists or this error is happening across multiple contacts, please feel free to reach out to Support so we can take a closer look.
If you’re using ClickSend, this error can happen if the Sender ID isn’t configured properly.
If you’re using LeadConnector, it typically means a phone number hasn’t been purchased or fully set up yet.
Once the provider is configured correctly, SMS sending should work as expected.
Yes, you can keep your number and move it to another provider. To do this, you’ll need to reach out to our Support Team so we can provide the required port-out details, such as your account number and provider information.
Once you have these, you’ll submit them to your new provider, and they’ll handle the transfer for you.
Hit the support chat widget inside Ivorey - we can:
Walk you through any of the steps
Troubleshoot anything that’s not working
We’re here and ready to help via the chat widget in the bottom right of your Ivorey account. Or if you are looking for done-for-you support, you can browse our current services here 
