Introduction

Private phone numbers can be used in call-outs to increase the chance of reaching the right people. 
To send SMS messages to private numbers, this must be selected actively when creating the call-out.

Step by step

Send SMS to both work numbers and private numbers

1. Create a call-out.
2. Go to the Channels step.
3. Select SMS.
4. Select send to private number if available.
5. Continue and send the call-out according to your organization’s normal process.

If this option is not selected, SMS messages will not automatically be sent to private numbers.

When should private numbers be used in call-outs?

Private numbers are especially useful for important call-outs where the organization wants to increase the chance of reaching the key recipient quickly.

This may be relevant during incidents, crises, on-call situations, or other events where it is important that the message reaches the right people without delay.

The option gives the organization control over when private numbers are used. 
This means private numbers can be available as an extra contact path, without being used automatically every time.

Important to know

Private numbers are only used if:

1. SMS is selected as a channel.
2. The option Also send to private number if available is selected.
3. The recipient has a private phone number registered.

If a recipient does not have a private number registered, the SMS will be sent according to the other selected contact details available for that person.

FAQ

Are SMS messages automatically sent to private numbers during a call-out?
No. To send to private numbers, you must actively select Also send to private number if available in the Channels step after choosing SMS.

What happens if the option is not selected?
SMS messages will not automatically be sent to private numbers.

What happens if a person does not have a private number registered?
The SMS will be sent according to the other contact details available and selected for the call-out.

Can private numbers be used without selecting SMS?
No. The option is connected to SMS as a channel.

When should we use the option to also send to private numbers?
It is especially useful for important call-outs where your organization wants to increase the chance of reaching the recipient quickly.