Use this guide to set up and manage dedicated phone lines for your agency directly inside Sage Care — including provisioning new numbers, assigning them to your team, and configuring how each line handles calls. Phone number management is only accessible to admins.
Ways you could use this feature:
- Main agency line — ring your entire intake team when a prospect calls in so no lead goes unanswered
- Referral line — ring your entire intake team when a referrer calls in so no lead goes unanswered
- Individual lines per person — route inbound calls directly to the right team member
- AI agent fallback — when no one picks up, Sage Care's AI agent handles the call automatically so leads are still captured after hours
- Multiple independently controlled lines — each line has its own assignments and availability, so you can control exactly who gets which calls
Link to Video Walkthrough
https://www.loom.com/share/d27319181d594518bf644ed8efc748ce
Setting up and Administering Phone Numbers on Web
- Open the Phone Numbers page 0:24
- From the left sidebar, click Settings, then click Calls.
- Select Phone Numbers.
- You'll see any lines your agency already has set up.
- Provision a new number 0:54
- Click Provision a number.
- Enter the area code you want and click Search to load available numbers.
- Pick a number from the list and click Next.
- Note: if you want outbound calls to show up from your agency's existing number, verify that number separately under Phone Number Verification.
- Name the line and assign it to your team 1:20
- Give the line a name — this is internal only, callers won't see it. "Main Line," "Intake Line," or a person's name all work.
- Check the box next to one or more team members to assign them. Assigned users' phones will ring on inbound calls, and they'll be able to place outbound calls from this number.
- Purchase and finalize 2:07
- Click Purchase and Assign. Reserve your preferred phone number at no extra cost.
- Click Done. The number is now live and appears in your Phone Numbers list.
- Rename a line 2:50
- Click the three-dot menu next to any line and select Rename line.
- Type a new name and click Rename. The updated name will appear above the number.
- Leave the field blank and click Rename to remove the name and show the raw number instead.
- Manage who's assigned to a line 3:28
- Click the three-dot menu and select Manage assignments.
- Check or uncheck team members. For a shared line, check everyone you want to ring when a call comes in.
- Click Save when done.
- Unassign all employees from a line 3:55
- Click the three-dot menu and select Unassign all employees.
- A confirmation will show how many people are being removed. Click Unassign all to confirm.
- This takes effect immediately — use it to fully clear a line before reassigning it to someone new.
- Configure what happens when no one answers 4:25
- Click the three-dot menu and select If no one answers.
- Send to voicemail — the caller hears the line's greeting and leaves a message you can listen to inside Sage Care.
- Hand off to AI agent — Sage Care's AI agent picks up and handles the call automatically if no one answers.
- Click Save changes.
- Delete a phone number 5:10
- Click the three-dot menu and select Delete phone number.
- Type the last four digits of the number to confirm — this can't be undone.
- Click Delete number. The number is released back to the carrier and may be claimed by another business.
- The line stays in your list with a red Deleted status as a record.
Managing Assigned Phone Numbers on Mobile