--- title: "Set up your number: Concierge docs | Chargezen" description: "Add a voice number to Concierge, choose who calls it and pick the agent that answers, so callers reach someone day and night." url: "https://chargezen.com/docs/concierge/phone/set-up-your-number" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/concierge/phone/set-up-your-number # Set up your number Add a voice number to Concierge, choose who calls it and pick the agent that answers, so callers reach someone day and night. Last updated: 2026-10-18 A voice number lets customers call your business and talk to a Concierge agent that knows who they are and what they ordered. Teammates can listen in and join from the browser or the Finn iPhone app. This guide adds the number in **Chargezen Voice** and connects it to the agent that answers. ## Before you start * You need the **manage Concierge settings** permission to change channels. Admins have it. * Decide which agent should answer calls. Customer calls are answered by a **Customer Agent**; see [Getting started](https://chargezen.com/docs/concierge/getting-started). * If you want to keep the number you use today, start with [Bring your number](https://chargezen.com/docs/concierge/phone/bring-your-number) instead. ## Add a voice number 1 #### Open Chargezen Voice In the admin, go to **Concierge > Deploy > Channels**. On the **Voice** card, click **Chargezen Voice**. 2 #### Click Add voice number Under **Voice numbers**, click **Add voice number**. 3 #### Choose the number Open the **Phone number** list. It shows numbers your workspace already has, such as your **Primary SMS** number, so customers can call and text the same number. To get a new one, click **Find new number** and pick from the available US toll-free numbers. 4 #### Choose who calls it Under **Who calls this number?**, pick **Customers** for your business line, or **Your team (admin line)** for a number teammates call to talk with your admin agent. 5 #### Activate it Click **Activate number**. When you see **Voice setup completed.**, the number is listed as **Active**. Picking a new number from the search buys it for your workspace; a number you already own is simply connected. 6 #### Assign the agent that answers Go to **Concierge > Deploy > Agents**, click **Configure** on your Customer Agent, and under **Channels and replies** tick the Voice channel. Click **Save Agent**. The Voice summary shows **Ready** when calls can be answered. ## Set what callers hear Greetings live on the agent, not the number. On the agent's **Configure Agent** page, the **Voice calls** section appears once the Voice channel is ticked: * **Voice language**: the language the agent speaks on calls. * **Opening line for recognized callers**: used when Concierge knows the caller. The default is "Hi {customer\_first\_name}, thanks for calling. How can I help you today?" * **Opening line for other callers**: used for everyone else. * **Notice for callers without caller ID**: what the agent says when the number is hidden. Teammates are then offered the call; if none answer, the call ends. * **Acknowledgment phrases** and **Keep-alive phrases**: short lines the agent says while it looks something up, with timing settings beside them. For an admin line, the **Admin line** section has **Answer calls to the admin line** and **Greeting when the Agent picks up**. ## Options for each number Each row under **Voice numbers** shows its label, the number and a status: **Active**, **Paused** or **Not active**. * **Edit**: rename the number and set its call recording (see [Call recording policy](https://chargezen.com/docs/concierge/phone/call-recording-policy)). * **Pause** / **Activate**: stop or restart answering calls on the number. * **Remove voice**: take voice off the number but keep the number. * **Release number**: give the number up. Voice and SMS both stop, and you may not be able to get the number back. What calls cost Speech on calls is paid from your workspace's Concierge credits at provider cost, with no markup. Phone and text charges are billed as used. See [pricing](https://chargezen.com/pricing). ## An admin line for your team A number set to **Your team (admin line)** is for teammates, not customers. Your team calls it to talk with your admin agent about the business. Callers are recognized by the phone number on their profile, and admin line calls are never recorded. ## Troubleshooting and FAQ ### The Voice card says Needs setup Follow the **Next step** lines on the Voice page. The usual ones are "Choose the Customer Agent that should answer calls." and "Activate the Voice route after choosing a Customer Agent." Then click **Refresh status**. ### The Voice card says Upgrade required Your plan doesn't include the Voice channel. See [pricing](https://chargezen.com/pricing) or ask your account owner. ### The search shows no numbers You'll see "No voice numbers matched this search." Try **Find new number** again a little later; available numbers change through the day. ### Can I get a local number instead of toll-free? The number search in Chargezen Voice lists US toll-free numbers. To use a local number, bring it from your current provider ([Bring your number](https://chargezen.com/docs/concierge/phone/bring-your-number)). Local numbers also need [10DLC registration](https://chargezen.com/docs/concierge/phone/10dlc-registration) for texting. ### Can customers call and text the same number? Yes. Choose your SMS number in the **Phone number** list when you add the voice number. To text from a new toll-free number, it also needs [toll-free verification](https://chargezen.com/docs/concierge/phone/toll-free-verification). ### Can I get a number outside the US? Not today. New voice numbers are US toll-free numbers. ## Related **Guides** * [Toll-free verification](https://chargezen.com/docs/concierge/phone/toll-free-verification) * [Bring your number](https://chargezen.com/docs/concierge/phone/bring-your-number) * [Call recording policy](https://chargezen.com/docs/concierge/phone/call-recording-policy) * [Join and transfer calls](https://chargezen.com/docs/concierge/phone/join-and-transfer-calls) **On the product page** * [A business number for calls and texts](https://chargezen.com/concierge/features/business-phone-number) * [Phone: Concierge answers your business line](https://chargezen.com/concierge/channels/phone) * [Answers the phone](https://chargezen.com/concierge/features/phone-calls) **Learn more** * [What is a toll-free number?](https://chargezen.com/glossary/toll-free-number) * [How to get a business phone number](https://chargezen.com/blog/get-business-phone-number) ### Related Articles [ #### Toll-free verification Get the same number approved for texting ](https://chargezen.com/docs/concierge/phone/toll-free-verification)[ #### Bring your number Move the number customers already know ](https://chargezen.com/docs/concierge/phone/bring-your-number)[ #### Call recording policy Decide which calls are recorded ](https://chargezen.com/docs/concierge/phone/call-recording-policy)[ #### Join and transfer calls Step into a live call ](https://chargezen.com/docs/concierge/phone/join-and-transfer-calls) Was this page helpful? 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