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Adding Branded Call phone numbers

  • Updated

You can easily register new phone numbers for branding in your account either individually in the console or by completing a bulk upload. 

 

Adding numbers individually

To manually add a new Branded Call phone number to your account, navigate to the phone numbers page under the Branded Call section. Then, click on "Add phone numbers" button near the top right of the page.

Every phone number must include the following: 

  • Country code (select from list)
  • Phone number
  • Caller business name (maximum 32 characters)

Additional details may be provided, such as: 

  • City
  • State (for US phone numbers only)
  • Do not originate (only check this if zero outbound calls are made from this number)
  • Caller image (i.e., a company logo)
  • Call reason (maximum 50 characters)

Note: Hiya only accepts recognized cities for locations. Our system cannot process counties, communities, towns, townships, etc.

Please make sure that the information you fill in meets our content guidelines. 

Once you have provided your details, click ‘Submit number’. The number you submitted will undergo validation. This usually takes 24-48 hours.

Adding numbers in bulk

There are 3 steps to uploading phone numbers in bulk:

  1. Download the CSV template for bulk uploads
  2. Enter your phone numbers and call branding details into the template file
  3. Upload the CSV file

Once the CSV file is processed, your phone numbers and branding details will be validated by the Hiya Vetting Services team and added to your account. A detailed error log will immediately be generated if any of the rows in your CSV file are incomplete or incorrectly formatted.

Download the How-to guide for bulk uploads for additional guidance and troubleshooting.

 

  • 1. Downloading the CSV template

    On the "Add phone numbers" page, click the “Bulk Upload” tab near the top of the page. You can download the CSV template file by clicking the "Download the CSV template" link

    2. Entering your numbers into the template

    Each entry in the CSV template contains 8 fields; 4 are required, and 4 are optional.

    Required fields

    Two-letter country code: ISO 3166-1 alpha-2 codes for your phone number. For example US for the United States, FR for France, MX for Mexico.
  • Phone number without country code: A phone number with the country calling code (+1, +44, +868, etc.) removed. For example, +1 765 457 9211 would be entered as 765 457 9211 and +44 20 3166 6000 would be entered as 20 3166 6000
  • Business display name: This will be displayed on a device when you make a branded call. This name must represent your company/brand and adhere to the Hiya content guidelines. This field cannot be empty.
  • Use caller image from default branding? (Y/N): For accounts with a saved default call branding, this field determines whether a phone number should use the caller image associated with that default.
    • Y: This phone number will display the caller image from your default branding
    • N: This phone number will display no caller image or use the image entered in the Caller image ID field
    • You can make changes to your default branding in the console

Optional fields

  • State (US only): A valid two-letter abbreviation for a state to be displayed when caller location data is used. When no location data is entered, the displayed location will be based on the phone number's country code and/or area code.
  • City: A valid city name to be displayed when caller location data is used. When no location data is entered, the displayed location will be based on the phone number's country code and/or area code.
  • Caller image ID: To display a caller image other than the default caller display image, enter the caller image ID for any image already uploaded to your image library
    • If you have not uploaded any caller images yet, you can add them via the image library in the console.
    • The caller image ID for a previously uploaded image can be found in the image library
  • Call reason: To provide details on your branded call in addition to your business display name and caller image.
    • Call reasons have a maximum length of 50 characters and must adhere to the Hiya content guidelines
    • Some examples include:
      • Calling regarding your mortgage rate request
      • Your delivery is outside
      • Confirming your appointment

Tips to avoid errors and failed uploads:

  • If a row is missing required information, the phone number will not be registered
  • Each row is an entry for an individual phone number and its related details
  • The header columns in an uploaded file must match the headers in the CSV template. Do not change the column names or order.
  • If any of the rows in your CSV file were incomplete or incorrectly formatted, a detailed error log will be generated

 

3. Uploading your CSV file

Drag your file to the upload area or browse your computer for your completed upload CSV.

You will be asked how you would like to handle phone numbers in your upload file that already exist in your account. Choose whether to ignore or update these phone numbers with the details from this upload file.

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Once your CSV file is uploaded and processed, you can find details about your upload in the table below the upload area. Upload details are displayed for 90 days.

  • Total changes: How many changes were made to your account due to this upload. This is a sum of newly added numbers and updates to existing numbers in your account.
  • Newly added: How many new phone numbers were added to your account
  • Updates to existing: How many phone numbers already in your account were updated
  • Errors: How many phone numbers in your uploaded CSV file had errors and could not be processed
  • Status: The current status of your file upload. A "failed" status indicates that none of your phone number entries were successful and no changes were made to the phone numbers in your account.
  • An error log is available for download with details about any entries that could not be processed

Using the error log to complete your updates

If any errors are identified, the phone number entries with errors are skipped, and a CSV error log containing only the errors is created. Download the file and fix the entries based on the comment provided. Delete the additional column containing the error details and upload this CSV to complete your updates.

Note: Make sure your new CSV matches the headers and formatting requirements of the template file

 

Adding numbers for a managed brand

To learn more about managed brands, click here.

Every Branded Call phone number in your account must be linked to a managed brand. You can add and update the managed brand for a phone number individually or in bulk. You can assign a managed brand using the dropdown menu in the “Additional settings” section of a phone number’s attributes page or in the bulk editing tool.

Managed brands can only be assigned once Hiya and the brand representative have approved them. Only approved brands will be available in the managed brands dropdown menu.

Note: Phone numbers will not be fully processed until the corresponding brand has been verified and approved. You cannot use that number for call branding if the brand is pending or disapproved. However, you can update the phone number attributes to correspond to an approved brand anytime and resume using that phone number for call branding. 

Common questions

My phone number has failed validation. Why? 

In case your phone number’s status indicates that it has failed our validation process, please contact Hiya Support and we will look into the matter for you.