If you're looking to delete a phone number from your account, we can help!
Getting Started
First, it's important to note that deleting a phone number is generally a two-step process:
The first step requires that you 'remove' the Inbox - removing the Inbox will allow you to reassign its conversations
Once the Inbox is removed, the number will become 'unassigned'
The second step requires that you then permanently delete that 'unassigned' number so that you no longer pay for that phone number slot on future invoices
At this time, only the Owner of the account, or a team member with the role Admin, are able to remove Inboxes, and delete phone numbers.
Lastly, in order to complete these steps, you must be a member of the Inbox in question. To add yourself as a member of the Inbox, start at Step 1.
*Alternatively - to delete a phone number from a Smart Inbox (an Inbox that contains multiple phone numbers) please skip to this section.
Step 1. Adding yourself as a member of the Inbox
(If you're already a member of the Inbox, please skip to Step 2)
Navigate to your Inboxes page, and select the Inbox connected to the phone number that you'd like to delete
Next, click "Add Members" to select your name from the list, then click the "Add Members" button:
Step 2. Removing the Inbox
Select the Inbox connected to the phone number that you'd like to delete via your Inboxes page
Select Settings, and scroll down until you see "Remove Inbox"
There, you'll be able to reassign conversations, and remove the Inbox forever:
Step 3. Deleting the Phone Number
After the Inbox has been permanently removed, the phone number will have moved to your "Unassigned Numbers".
Navigate to your Numbers page, and select "Unassigned"
Select your phone number by clicking the vertical ellipsis and click "Release Number":
Check off the disclosures to confirm you understand that the phone number will be released, and the action cannot be undone
Then select whether you'd like to keep the phone number slot or remove the slot:
Keep the slot if you intend on replacing this number right away
Remove the slot if you no longer want to be charged to hold a number slot
Removing a Phone Number from a Smart Inbox
Smart Inboxes can contain multiple phone numbers at once, but releasing a number from a Smart Inbox is simpler and requires fewer steps.
You can recognize a Smart Inbox by the following symbol:
(Smart Inbox) Step 1.
Navigate to your Numbers page, and select the phone number from your Smart Inbox, by clicking the vertical ellipsis and click "Release Number":
(Smart Inbox) Step 2.
Check off the disclosures to confirm you understand that the phone number will be released, and the action cannot be undone
Then select where you'd like the conversations reassigned to:
Frequently Asked Questions -
I'm the owner of the Inbox, why don't I see the option in Settings to remove the Inbox?
If you see the following message "To remove this inbox please contact Customer Support." This is most likely is due to your role/permissions in the organization.
Being the owner of the Inbox, sadly is not the same as being the Owner of the Salesmsg account.
At this time, only the Owner of the account, or a team member with the role of "Admin", has the ability to remove Inboxes and delete phone numbers.
I meant to choose "Remove Slot" when I released the number, but didn't. How can I make sure I'm no longer charged for that phone number slot?
No worries! As long as you have access to the Plan & Billing page in Salesmsg, you can always update your the number of phone number slots by selecting "Manage Numbers":
I'm not an Admin, or Owner of the Salesmsg account, how can I get this taken care of?
At this time, your options would be to ask an existing Admin, or the Owner of the account, to update your role to that of "Admin" so that you gain this access.
Or, you can request to the existing Admin, or Owner of the account, to make these changes on their side.