Numbers & Wallet

Numbers & Wallet is where your workspace rents phone numbers and keeps one shared prepaid balance for calls and texts. Your agents call and text customers from these numbers, and your AI uses them for order confirmation calls.

Where it lives and who can use it

Open Numbers & Wallet from the More menu in the top bar. It is managed by workspace owners and admins; anyone else who opens the page is sent back to the dashboard. Once an owner or admin has assigned a number to an agent, that agent can call and text from the Inbox. See Calling and texting customers.

If you see a red banner that reads Calling, texting and wallet top-ups are paused, the account is under review. Your chat inbox keeps working. Write to support@usezentalk.com if you think this is a mistake.

The calling wallet

The Calling wallet card at the top shows your prepaid balance. Every calling feature draws from this one balance: agent calls, text messages, and AI confirmation calls. Below the balance, Recent activity lists your latest top-ups and charges. While a call or text is in progress, part of the balance can show as on hold until the final cost is known.

1. Click Top up. The Top up wallet window opens.
2. Pick one of the preset amounts, or type your own in Or enter an amount (USD). Top-ups are between $5 and $1000.
3. Click Continue to payment and pay by card. You come back to the page when payment is done, and the new balance appears a few seconds later.

What calling costs

The pricing card is split in two. The top half, Your only fixed cost, shows the monthly line rental for each number you keep. The bottom half, Pay-as-you-go usage, shows per-use rates for the country you pick in the dropdown, so you can check the rate for where your customers are. Depending on what your workspace has switched on, you see rates for:

• Agent calls: a person on your team calling from a rented number, charged per minute only when the call connects.
• AI confirmation calls: your AI calling customers to confirm orders. This rate includes the live AI. See COD confirmation calls.
• Text messages: charged per message. A standard text is up to 160 characters, and longer texts split into segments.

Rent a number

1. Click Rent a number. The Rent a calling number window opens and shows the line rental and the call rate for the selected country.
2. Choose a Country and, if you want a local number, an Area code (optional) such as 415.
3. Under Connect to site, pick the site whose AI and agents will call and text from this number, or choose No site (connect later). You can change this any time.
4. Click Search available numbers, then click Rent next to the number you want. The monthly price is shown on the button.

Voice works on a new number straight away. Text messaging works on US numbers only, and only after a one-time business registration (see below). If Rent a number is greyed out and the page says calling numbers are coming soon, numbers are not switched on for your workspace yet.

To give a number up, click Release next to it. A released number stops working right away and cannot be recovered.

The Store, Social, and Sales tabs

Below the pricing card, numbers are organized into tabs:

• Store: the numbers your AI uses for cash-on-delivery order confirmation calls, plus the per-store COD auto-confirm settings. See COD confirmation calls.
• Social: the same WhatsApp Business controls you find on the Channels page. See Channels.
• Sales: agent calling and texting. This tab appears when agent calling is available for your workspace.

Assign numbers to agents

On the Sales tab, the Agents list shows every teammate and the numbers they hold. Pick a number from Assign a number and click Assign. The first number an agent gets becomes their default. Click the small x on a number to remove the assignment.

Each number belongs to one agent at a time, because it rings and texts to a single place. If you assign a number that another agent already has, the dropdown marks it with that person's name and the number moves to the new agent.

Text messaging (SMS) registration

US carriers require every business that texts from a regular phone number to register for A2P 10DLC. Until your workspace is registered, US numbers cannot send or receive texts. Calls are not affected.

1. In the Text messaging (SMS) card, click Activate SMS. If you do not have a US number yet, the button reads Rent a US number to enable SMS.
2. Read What business texting costs. It lists the one-time brand registration fee, the one-time campaign registration fee, and the monthly carrier fee, all charged from your wallet: the brand fee when you submit, the campaign fee when carriers approve your campaign, and the monthly fee only after approval.
3. Work through Before you submit: get your website ready. Carriers check that your own website shows a visible opt-in for texts, a privacy policy that covers mobile numbers, and terms that mention message frequency, that message and data rates may apply, and Reply STOP to opt out, HELP for help.
4. Fill in your business name, the number to register, contact details, your EIN, what you will text customers about, the business details, the registered business address, and an authorized representative.
5. Click Submit registration.

Carrier review can take a while. The card shows the current status; click Refresh status to check again rather than submitting a second time. If a registration is not approved, the reason is shown and you can correct your details and submit again with Activate SMS.

Other settings on the Sales tab

• Live call transcription: when this card is shown, an owner or admin can switch on real-time transcription of every call, shown right in the conversation with each side labelled. It is billed to your wallet at the per-minute rate shown on the card, and it is off by default.
• Spam label protection: when this card is shown, owners and admins can register your numbers with the major mobile carriers so calls do not show up as "Spam Likely". Choose what the calls are for, enter the number of employees and calls per business day, and click Register my numbers. Review usually takes one to two business days and there is no charge. Use Check status to follow it.
• Do-Not-Call list: numbers on this list are never called or texted by your team or by confirmation calls. Type a number and click Add number, or click Remove to take one off. People who ask the AI not to be called again on a confirmation call are added automatically.

Related

Agents place calls and send texts as described in Calling and texting customers. Recorded calls are listed on Call Recordings. Seats and add-ons are on Billing.