Phone numbers

Your business number is what callers dial. Every workspace's numbers are its own: routing depends on the number that was dialed, so one business's calls never reach another's AI.

You choose a path at the Your business number setup step, or later under Settings → Phone lines → Add a number.

Path 1: Get a new number#

Use this for a new business, a dedicated line, or a quick start.

Open Add a number.
Enter where your customers are: a city, ZIP, state or area code, for example Austin, TX.
Pick a number from the results and claim it.
The number is live within about a minute. Anyone who calls it reaches your receptionist.

Your plan sets how many active numbers you can have. Starter includes one number. Extra numbers are part of the Business plan. If you are at your limit, the claim is refused and asks you to upgrade.

Path 2: Forward my existing number#

Use this to keep your number and carrier. Airhug gives you a number (callers never see it), and your carrier forwards unanswered calls to it.

Choose Forward my existing number.
Pick the Airhug number your calls will forward to.
Enter your business number and your carrier.
Airhug shows you a short code to dial from your business phone. Dial it and wait for the carrier's confirmation before hanging up.
Run the test call from the app. Airhug rings your number from a number you do not know, lets it ring past your timer, and checks that the call arrives. Do not answer the test call.

Full details, carrier codes and the undo code are in call forwarding.

Path 3: Move my number here (port-in)#

Use this when you want Airhug to be the carrier for a number your customers already know.

It takes 1 to 4 weeks. You are live today: Airhug gives you a temporary number and your current number forwards to it until the move finishes.
Progress shows as four stages: Details received, Sent to your carrier, Move date set, Moved. It appears in setup and under Phone lines.

You will need:

Field	Note
Number to move	As customers dial it
Other numbers on the same account	Comma-separated. Leave blank if it is just one.
Current carrier	Who bills you today
Account holder	Exactly as it appears on your carrier bill. A mismatch is the most common rejection.
Account number	From your carrier bill
Transfer PIN	Only some carriers issue one
Billing phone number	The main number on your bill, if different
Authorized to sign, and their email	The person who signs the letter of authorization
Service address	Street, city, state, ZIP
Letter of authorization (LOA)	PDF or photo. If you do not have one, submit without it and Airhug emails you one to sign.

Do not cancel service with your current carrier before the move date. Cancelling first cancels the number.

Bring your own Twilio account#

Standard workspaces run on Twilio. In normal use you never need a Twilio account: Airhug provisions your numbers.

If you already have a Twilio account you want to keep, Airhug can attach it to your workspace. This is arranged with support today, not self-serve. Have these ready, and send them only through the channel support gives you. Never paste them into chat or email.

Item	Where in Twilio	Needed for
Account SID and auth token	Console home	Phone calls to the number
API key SID and secret	Account → API keys	Signing browser calling tokens (website chat calling)
TwiML app SID, pointing its voice URL at Airhug	Voice → TwiML apps	Browser calls landing in Airhug
Elastic SIP trunk and the number attached	Elastic SIP Trunking	Inbound calls reaching the AI

Without the API key and TwiML app, phone calls work but the website chat call button is hidden. That is deliberate: it avoids showing a button that fails.

HIPAA workspaces#

Healthcare workspaces use a different phone path. See HIPAA phone calls.

Checks#

Call the number from another phone. The AI answers with your greeting.
The call appears in Inbox → Calls with a summary.
For a forwarded number, the app shows verified after the test call.

Problems? See troubleshooting.