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How to Set Up VoIP for Calls & SMS

Acquire Live Chat supports voice calls without integrating another system. This article will help you set up VoIP phone numbers to make and receive calls and text messages.

In this article:

  • How Our VoIP Works
  • Buying Additional Numbers
  • Testing Your Phone Number
  • Releasing a Phone Number

How Our VoIP Works

Acquire VoIP is built using Twilio and WebRTC. If you'd like to set up VoIP and SMS with your own Twilio account, read Setting Up VoIP & SMS with Your Twilio Account →

Buying Additional Phone Numbers

You may wish to add additional phone numbers to your account for:

  • Local presence across different geographic regions
  • Assigning numbers to specific agents or departments
  • Campaign association

To buy a new number go to Settings > Installation and Setup > VoIP Settings and click ‘Buy New Number’. In the pop-up wizard, use the filters to choose the country and number type (local or toll free), and whether you want to narrow the search by number or location. Click ‘Buy Now’ to complete the purchase.

Assigning a Phone Number to a Department

Set up phone numbers for specific departments by navigating to Settings > Installation and Setup > VoIP Settings. Click the 3 dots ‘...’ next to the number you’d like to assign and choose ‘Edit’. Use the dropdown menu to select the department(s). Click ‘Save’ to complete the assignment.

Note: If phone numbers are assigned to departments, incoming calls and SMS messages sent to that number will only appear in the dashboards of users in that department.

Testing Your Phone Number

From the Acquire Dashboard, click the Phone icon 


 A dialpad will pop up, allowing you to make calls or send text messages. Use the dropdown menu to select the phone number you want to call or message from. Click ‘Call’ or ‘Send SMS’ to complete the test. We recommend testing both channels before launching voice or SMS in your instance.

Ready to roll? Learn how to use the VoIP & SMS functions →

Releasing a Phone Number

Remove a phone number from your account by navigating to Settings > Installation and Setup > VoIP Settings. On the home screen, click the 3 dots ‘...’ under Actions for the phone number you’d like to release. A confirmation popup will appear, click ‘Release’ to complete the action.

Note: Releasing a phone number allows it to go back on the market to be purchased by another entity.

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