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Buy a number

1

Go to Phone Numbers

In the dashboard sidebar, click Phone Numbers.
2

Search for a number

Select a country and optionally an area code. Click Search to see available numbers.
3

Buy

Click Buy on the number you want. It’s added to your account immediately.
4

Assign to an agent

Select the number, choose an agent, and set the assignment type (inbound or outbound).

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Import your Twilio number (BYOT)

If you already have Twilio numbers, you can bring them into Orova:
1

Enter your Twilio credentials

Go to Phone Numbers → Import and enter your Twilio Account SID and Auth Token.
2

Select numbers to import

Orova lists your existing Twilio numbers. Select the ones you want to use.
3

Assign to agents

Assign imported numbers to agents. Orova automatically configures the Twilio webhooks for you.

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BYOT rules

Understanding these rules will help you plan your phone number setup across workspaces and agents.
Twilio account scope:
  • One Twilio account can be used across multiple workspaces within the same organization
  • A Twilio account cannot be shared across different organizations
Outbound assignment:
  • The same phone number can be assigned to multiple agents for outbound calls within the same organization and workspace
  • This lets different agents share a caller ID
Inbound assignment:
  • A phone number can only be assigned to one agent for inbound calls across the entire organization
  • This is because incoming calls need to route to a single agent — Orova needs to know exactly which agent should answer
  • If you need multiple agents handling inbound calls, use a separate phone number for each

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Quick reference

RuleOutboundInbound
Same number, multiple agents (same workspace)AllowedNot allowed
Same number, multiple workspaces (same org)AllowedNot allowed
Same Twilio account, multiple workspacesAllowedAllowed (different numbers)
Same Twilio account, multiple organizationsNot allowedNot allowed
Importing a number will update its Twilio webhook configuration. Make sure the number isn’t actively used by another service before importing.

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Assignment types

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Inbound

The agent answers calls to this number. When someone dials the number, Orova routes the call to the assigned agent. Each inbound number maps to exactly one agent.

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Outbound

The number is used as the caller ID when the agent makes outbound calls. Multiple agents can share the same outbound number within a workspace.