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Porting your phone number to Consio

How to transfer your existing phone number from another provider to Consio — documents needed, timeline, and what to expect.

When to port

Port your existing number when you want customers to keep reaching you at the same number they already know. Common scenarios:

  • Moving from Aircall, OpenPhone, Google Voice, or another phone provider

  • Consolidating multiple phone services into Consio

  • Keeping a local number with area code brand identity (e.g., 305 for Miami)

Best practice: Don't port immediately. Start with a new Consio number, test your campaigns and AI agent, and port your existing number once everything is working.

Before you start

Test on a Consio number first

The Phone Numbers page showing your provisioned numbers and the Verify banner

Every port follows this sequence:

  1. Provision a new Consio number (toll-free or local)

  2. Set up your AI agent, campaigns, and routing on the new number

  3. Test everything — place calls, run a small campaign, verify the AI works

  4. Once satisfied, initiate the port

  5. When the port completes, your existing number replaces the test number

This protects you from any disruption during the transition.

Gather your documents

You'll need two documents from your current phone provider:

  1. LOA (Letter of Authorization) — authorizes the transfer of your number. Your Consio onboarding manager will provide the LOA template for you to sign

  2. Porting invoice — a recent invoice or bill from your current provider showing the phone number, account holder name, and service address

Common blocker: If you can't get an invoice from your current provider (e.g., the account is under someone else's name, or the provider doesn't issue invoices), the port will be delayed. Resolve this before starting.

The porting process

  1. Tell your Consio contact you want to port a number. Provide the number and your current provider's name

  2. Consio sends you the LOA — sign it and return it along with your porting invoice

  3. Consio submits the port request to Twilio (the underlying carrier)

  4. Processing time: 24–48 hours in most cases. Ports from some providers (especially Twilio-hosted platforms like Gorgias) may take longer due to inter-carrier coordination

  5. Port completes — your number is now live on Consio. Calls to your old number route to Consio immediately

  6. Request SMS registration — SMS registration does not carry over from your test number. Ask your Consio contact to register the ported number for SMS, then confirm the status in Settings > Trust Center

  7. Verify — place a test call to your ported number, confirm routing works, check that SMS is functional

After the port

  • Your ported number inherits the routing and AI agent configuration you set up on your test number

  • If you had SMS registration on your test number, you may need to re-register the ported number for SMS separately

  • Update any marketing materials, email signatures, or website pages that reference your phone system — calls now route through Consio

Providers we've ported from

We have a step-by-step guide for each of these providers. If yours is listed, follow its guide — it covers that provider's specific export steps and quirks:

Successful ports have also been completed from OpenPhone, Gorgias (Twilio-hosted), and various VoIP providers. If your provider isn't listed, contact your Consio onboarding manager — most US and Canadian numbers can be ported.

Timing considerations

  • Don't wait until your current contract renews. Start the port process at least 1–2 weeks before your renewal date to avoid paying for another month on your old provider

  • Port day is immediate. Once the port completes, calls switch over right away — there's no "cutover window" to schedule. Make sure your Consio setup is ready before the port finalizes

  • Keep your old account active until the port is confirmed complete. Canceling your old service before the port finishes can cause the number to be released

Troubleshooting

Port request rejected: Usually a mismatch between the information on the LOA and what's on file with the losing carrier. Double-check business name, address, and account holder exactly match.

Port taking longer than 48 hours: Contact your Consio onboarding manager for a status update. They can escalate with Twilio directly.

Calls not routing after port: Give it 15–30 minutes for carrier propagation. If calls still don't route after an hour, contact support.

SMS not working on ported number: Ported numbers may need a separate SMS registration. Check Settings > Trust Center to verify SMS status on the ported number.

Related articles

  • Business verification: complete your Trust Center setup — verification should be completed before porting

  • Carrier spam registry registration — register ported numbers to protect reputation

  • Managing multiple phone numbers — managing your numbers after porting

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