Add a phone number

You add a phone number when you want to receive calls in Atender at a local number for a country you serve. Different countries have different documentation requirements, so the request flow asks for whatever compliance data is needed for that market.

Before you start

• A user role that can edit channel settings (Owner or Team Lead).
• A decision about which country the number should be in. Local numbers convert better than international ones, so provision one per market.
• Documentation you may need depending on the country: a registered business address, proof of presence, or a business registration document. The request panel tells you what’s required for the country you pick.

Steps

1. Open Settings → Voice.
2. At the top of the Voice list, click Add number.
3. Pick the country from the dropdown.
4. Click Request Number.
5. In the request panel that opens, submit any compliance fields the country requires with Submit for Review (labelled Submit for review in some workspaces). For US and most countries with no strict requirements, this may be a short form; for regulated markets it can include identity documents.

Atender creates a number request. The request appears in the Phone numbers list with a status of Pending Info until you submit the compliance fields, then Submitted while it is under review, and Approved once the compliance bundle is approved.

Verify it worked

After submitting, you should see:

• A new entry in the Phone numbers list of Settings → Voice, with the country name and a status badge.
• The status as Pending Info (compliance fields still needed), Submitted (waiting on review) or Approved (compliance approved; a phone number will be provisioned shortly).

Once an IVR flow is assigned, click the number to open its settings. You’ll see tabs for Flow, Voices, Queues, Callback, and Manage. Hold audio and greetings are configured per queue from the Queues tab.

What happens next

A newly provisioned number doesn’t do anything yet — it has no IVR flow attached, so a call will be answered with a default fallback message. To make the number actually do something:

1. Build an IVR flow — or pick an existing flow you’ve already built.
2. Assign the flow to the number — every number routes through exactly one flow.
3. Test by dialing the number from your own phone.

Troubleshooting

• Symptom: The number request stays Submitted for more than a day or two. Fix: Some regulated markets (UK landlines, German mobile, etc.) require manual compliance review before provisioning can finish. This can take several business days. Contact support if you’ve been waiting more than five business days.

• Symptom: The country you need isn’t in the dropdown. Fix: Number availability varies by country. Some markets only support certain number types (mobile but not landline, or vice versa). Contact support if your country is missing entirely.

• Symptom: You don’t see Voice under Settings, so there is no Add number button. Fix: Your role doesn’t have permission to edit channel settings. Ask an Owner or Team Lead in your tenant to either grant your role the permission or do the setup themselves.

See also

• The Voice channel
• Build an IVR flow
• Assign an IVR flow to a number