Note for the agency: this article is written as if it's being read directly by your client — the local business owner using the platform. Feel free to copy and paste it into your own knowledge base so your clients have a simple and clear guide to understand how each product works.
If you want to make the most of your platform—especially for sending and receiving messages with your customers—you’ll want to connect a two-way phone number.
Here’s everything you need to know 👇
One-Way vs. Two-Way Phone Number: What’s the Difference?
✅ One-Way Phone Number (Default)
Already active by default—no setup required.
Shared across multiple businesses (not dedicated to you).
You can send messages to customers, but they can’t reply. Or better, if they do reply, the message gets lost (like a black hole 🕳️).
Ideal for testing the platform or sending one-time messages.
🚀 Two-Way Phone Number (Recommended)
A dedicated number just for your business.
Allows your customers to reply to your messages—and you can chat with them in the Chat product.
Has better deliverability and stronger trust with customers.
Helps you unlock the full power of conversational messaging.
Why You Should Get a Two-Way Phone Number
Having a two-way number means you can:
Build real conversations with your customers.
Manage all replies in your Chat Inbox.
Improve message delivery (especially when the number is from your country).
Offer better support and build stronger relationships.
⚠️ Important: Two-way messaging is only guaranteed when you and your customer are in the same country (same country code). For example:
If your business is in the Netherlands, buy a Dutch (+31) number.
This way, Dutch customers can reply to your messages and start conversations.
If your number and your customer’s number have different country codes, the message will still be delivered—but the customer won’t be able to reply.
How to Connect a Two-Way Phone Number
Go to Settings > Location.
Find the section called Two-Way Phone Number and click Connect.
A popup will open. Select the country where your business is located (this will determine the country code of your number).
Click Confirm to complete the connection.
Once assigned, your number will be visible in your settings, and you’ll be able to receive replies and manage conversations inside the Chat tool.
🇺🇸 🇨🇦 If You're in the U.S. or Canada
If your business is located in the United States or Canada, there's one extra step before your number can be assigned: the Toll-Free Number Registration (TFN Application).
This is a quick compliance step required by U.S./Canadian carriers to prevent spam and ensure better delivery rates.
👉 We'll explain this step in a separate article called: "How to Complete the Toll-Free Number Application".
Monthly Cost of Two-Way Phone Numbers
Two-way numbers have a small monthly cost depending on your country. This cost is automatically deducted from your balance (in credits).
Country | Monthly Cost (USD) | Credits |
Netherlands 🇳🇱 | $2.00 | 100 |
United States 🇺🇸 | $1.00 | 50 |
Canada 🇨🇦 | $1.50 | 75 |
Italy 🇮🇹 | $2.00 | 100 |
Germany 🇩🇪 | $2.00 | 100 |
Switzerland 🇨🇭 | $2.50 | 125 |
United Kingdom 🇬🇧 | $2.00 | 100 |
🔁 As long as your number is active, the credits will be deducted every month. If your balance reaches zero, you won't be able to send messages. If it drops to -100, your two-way number will be disabled, and you’ll need to purchase a new one.
Final Thoughts
Connecting a two-way phone number is one of the best ways to:
Improve message delivery
Offer better customer support
Turn your inbox into a real-time conversation hub
If you're serious about growing your business and staying in touch with your customers, this is a must-have. 💬