Introduction

The Sales Agent uses a dedicated virtual phone number to send texts. The Sales Agent displays a reminder when the virtual number has not been selected or cannot be used, so you can take action right away.

How to Identify a Problem with the Sales Agent's Number

You may see an "AI virtual number unavailable" notice in the following situations:

• The virtual number has not yet been provisioned for your account
• There is an active porting or carrier registration issue with the number
• Your calling/texting package has expired or reached its usage limit
• The number is temporarily suspended due to a billing issue
• The number is not linked to a 10DLC campaign

What the Notice Looks Like

When the AI virtual number is unavailable, you will see a yellow warning banner at the top of the Sales Agent panel:

"Your AI virtual number is currently unavailable. Sales Agent calling and texting are paused. Please contact support or check your account settings to resolve this."

How to Resolve the Issue

Depending on the cause, take one of the following steps:

• Provisioning issue: Select a virtual phone number for the Sales Agent.
• Billing issue:Go to Billing Center → Payment Methods, update your payment information, then click the banner to restore service.
• Porting/carrier issue:Contact Lofty Support and reference your virtual number or account ID.
• 10DLC Campaign Issue: If a campaign is available, select it from the drop down menu. If there is no campaign, one must be created. Learn more here: How to Register for A2P 10DLC

Will Sales Agent Continue Working Without a Virtual Number?

Partially. Sales Agent requires a valid virtual number to send texts on behalf of the agent. While the number is unavailable:

• Sales Agent texting will be disabled
• Email outreach through Sales Agent will continue normally (email does not require a virtual number)

Frequently Asked Questions

My virtual number was working before, why is it suddenly unavailable?

The most common causes are a lapsed billing cycle, a package upgrade that requires a new number assignment, or a carrier-level registration renewal. Contact Lofty Support with your account ID and we will investigate.

Can my leads still reach me while the virtual number is unavailable?

Yes. Leads can still contact you through your personal agent number. Only Sales Agent's AI-initiated calls and texts are affected.

How long does it take to restore a virtual number?

Most provisioning and billing issues are resolved within 1 business day. Carrier-level porting issues may take 2–5 business days.

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by chat with us through your Lofty CRM.