Support · Setup guide

Phone number setup

You have three ways to get a phone number connected to your AI. Which one is right depends on whether you already have a business number, how long you can wait to go live, and whether you need text messaging through the AI too.

→ Open Settings → Channels to start

At a glance

Get a New Number

Time to liveInstant

Voice✓ AI answers

SMS✓ AI replies

Existing carrier lineExisting carrier line untouched

Forward My Number

Time to live5 min

Voice✓ AI answers (forwarded)

SMS✗ Texts stay on your carrier

Existing carrier lineExisting carrier line still works for everything else

Transfer My Number (Port)

Time to live7–14 days

Voice✓ AI answers

SMS✓ AI replies

Existing carrier lineExisting number moves to Pylor; carrier no longer owns it

Option 1 — Get a new number

Pylor picks a fresh local number for you in the area code of your choosing. The AI starts answering calls and texts on that number within seconds of checkout. Your existing carrier line isn't touched.

Best for: Businesses that don't have a published phone number yet, or that want to keep their personal cell separate from the AI. Also the fastest way to evaluate Pylor — you're live in under a minute.

How it works

Go to Settings → Channels → Phone & SMS and click Get a New Number.
Type a 3-digit area code (704, 212, 310…) and hit Search.
Pick a number from the list. That's it — voice and SMS are wired to the AI automatically.

What if no numbers are available in my area code?+

Try a neighboring area code. US area codes often share city markets — for example, a major city may have several overlays that all cover the same metro.

Can I change the number later?+

Yes. Disconnect the current number from the settings page and pick a new one. Note: the released number can't be recovered once another business claims it.

Option 2 — Forward your existing number

Keep your carrier line exactly as it is. Pylor provisions a helper number, and you tell your carrier to forward calls to it. When someone dials your business number, it rings your phone first — if you don't pick up, it forwards to the AI.

Important: Call forwarding does not forward SMS. If someone texts your existing number, it still goes to your phone — not the AI. If you need SMS handled too, use Option 3 (Port) instead.

Best for: Testing Pylor without committing, or busy solo operators who want to answer calls themselves when free and let the AI catch the rest.

How it works

In Settings → Channels → Phone & SMS, click Forward My Number.
Enter your existing number and pick an area code for the helper number Pylor will provision.
Set up conditional call forwarding on your carrier line (see codes below). Once that's done, missed calls route to the AI and it answers in your voice.

Conditional forwarding — dial from your phone

AT&T

**61*[pylor-number]#

Forwards unanswered calls to the Pylor number. Dial, then hit Send. Cancel with ##61#.

Verizon

*71 [pylor-number]

Rings your phone first, forwards if unanswered. Cancel with *73.

T-Mobile

**61*[pylor-number]#

Same GSM code as AT&T. Remove with ##61#.

On another carrier? Check their app or call support — every carrier supports conditional call forwarding, they just use slightly different codes or menus.

Will it forward ALL calls or only missed ones?+

Our recommendation is "forward when unanswered" — the codes above do that. You can also use "always forward" (usually *72 on GSM carriers), but then your own phone never rings and you lose the option of taking calls yourself.

My texts still come to my phone. Can I fix that?+

Only by porting your number (Option 3). Carrier SMS doesn't forward across networks — that's a telecom-industry limitation, not a Pylor one.

Does the caller see my number or the Pylor number?+

The caller sees your existing number. They dialed it and got through. The forwarding is invisible to them.

Option 3 — Transfer (port) your number to Pylor

Your existing number moves to Pylor's underlying provider (Twilio). After the port completes, your old carrier no longer owns the number — Pylor does. Calls and texts both flow through the AI on the same number you've always had.

Best for: Businesses whose published number is the carrier number — already on your website, Google Business Profile, vehicles, invoices. You don't want to reprint anything, and you want SMS handled by the AI.

Timing: Ports take 7–14 business days. During that window your number keeps working on your current carrier. On port day there's typically a 1–2 hour outage as the number switches over.

Do NOT cancel your carrier service before the port completes — cancelling releases the number and you'll lose it.

What you'll need

Your carrier account number and billing zip code.
An authorized name on the carrier account (usually the business owner).
Your business address as it appears on your carrier bill.
A recent carrier bill PDF (some port requests need it for verification).

How it works

In Settings → Channels → Phone & SMS, click Transfer My Number.
Fill out the port form — the LOA (Letter of Authorization) is generated automatically from what you enter.
Pylor submits the request to your carrier through Twilio. You'll see port status updates in the Phone card (Submitted → Accepted → Scheduled → Complete).
On completion day, the AI takes over calls and SMS on your original number. The old carrier line is closed automatically.

What if my carrier rejects the port request?+

Usually a mismatch between the name / address / account number you entered and what's on the carrier bill. Fix the detail that was flagged and resubmit. Our support team can help read the rejection reason — email support@pylorai.com with your port request ID.

Can I port a number that's on a contract?+

Usually yes — the number is yours, not the carrier's. But early termination fees may apply when you close the underlying line. Check your contract before starting.

What about my carrier voicemail box?+

It doesn't transfer. Pylor's AI effectively replaces it — the AI answers live instead of sending callers to voicemail. If you want a fallback voicemail, we can configure one.

Still not sure?

"I just want to try Pylor." → Get a new number. Live in seconds, zero risk to your existing line.
"I have a carrier number I like, but I only need the AI to handle calls." → Forward your number. Keeps your phone normal, AI catches overflow.
"My carrier number is THE business number — it's on my truck, my website, my cards." → Port the number. Full AI, no reprinting anything.

Want us to walk you through it?

Porting paperwork can be finicky. If you'd rather we handle the port request with you on a short call, we're happy to.

Contact support