How does Artera text-enable existing phone numbers?

Artera uses Twilio as our telecom partner to use Hosted SMS to send and receive messages on voice-enabled numbers you already own. 

In order to host your phone numbers with Artera, you will need to provide a signed Letter of Authorization (LOA) confirming that you own the numbers being text-enabled and are allowing Twilio to send SMS on behalf of your organization. Click here for more information on this process.

What's the difference between hosting and porting?

Porting is the transfer of a phone number between two telephone service providers on behalf of an end-user. When a port request is submitted to Twilio, both Voice and SMS are transferred. 

Hosting will leave Voice capabilities with the existing provider and only use Twilio for SMS.

Artera does not port your numbers when your numbers are text-enabled and activated in Artera.

Will my current voice line be affected?

No, Hosted SMS does not affect your voice capabilities of the number. Hosted SMS only registers the number for SMS to route in and out of Artera's platform.

What numbers can be hosted on Twilio for SMS capabilities?

Note the following restrictions:

• Mobile numbers are not supported
• Numbers already owned by a Twilio account for voice services cannot be hosted on another Twilio account for SMS services (see "How can I host my Twilio numbers in Artera?" below)

What happens if I port my number to a different carrier while it's active in Artera?

In order for Artera's telecom partner, Twilio, to host your phone number, Twilio needs ownership of the phone number's SMS Routing Profile. If you or your telecom provider port over to a new carrier, this may cause the SMS Routing Profile to be revoked from Twilio, causing a disruption in message delivery.

To prevent any disruption in services, we recommend that you open a Support Case via the Artera Support Portal letting us know who the losing and gaining carriers are, when the upcoming cutover date is, and what phone numbers will be affected so we can inform Twilio of upcoming cutover to mitigate possible downtime. 

We also recommend that you inform your telecom provider that you are using a vendor who is hosting the SMS capabilities of your phone numbers and to leave the SMS Routing Profile with Twilio.

How can I host my Twilio numbers in Artera?

If you want your existing Twilio numbers hosted in Artera or if you or your provider are porting numbers over to Twilio, an Internal Transfer Request will need to be made to transfer your numbers from your Twilio account over to Artera's Twilio account. This means that Artera will have control over both SMS and Voice capabilities of the phone number. 

To initiate an internal transfer request, gather the following information:

• Phone Number(s): The full phone number(s) you wish to move
• Losing Account SID: The AC SID for the account or sub-account that is giving up the phone number
• Time frame: The requested time frame for your the numbers to be moved (ASAP or later date/time and please include a timezone)

When you have collected this information, please share it with our Support team by opening a new Support Case in the Artera Support Portal.