--- title: Inbound Calling Limits for Call Center and Staff/Admin Users description: Learn about inbound calling limits in AppFueled for Call Center and Staff/Admin users. This article explains Twilio-related limitations, user caps per phone number, best practices, and how to manage inbound calling effectively. --- [Skip to content](https://appfueled.com/help/inbound-calling-limits#main-content) [More support](https://appfueled.com/help/kb-tickets/new?hsLang=en-us) ![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png) Open main navigation Close main navigation - [More support](https://appfueled.com/help/kb-tickets/new) - [Submit Ticket](https://appfueled.com/support) [Submit Ticket](https://appfueled.com/support?hsLang=en-us) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://appfueled.com/help?hsLang=en-us) 2. [Call Center](https://appfueled.com/help/call-center?hsLang=en-us) 3. [Admin](https://appfueled.com/help/call-center?hsLang=en-us#admin) # Inbound Calling Limits for Call Center and Staff/Admin Users ## AppFueled enforces limits on how many users can have inbound calling enabled per phone number. These limits help ensure reliable call routing and system stability and are based on technical constraints within Twilio’s API, which powers AppFueled’s calling infrastructure. #### This article explains: - Inbound calling limits by user type - How the inbound calling toggle works - Best practices for managing users - What happens when limits are reached --- #### 📲 Call Center User Inbound Calling Limits **Maximum users with inbound calling enabled per phone number:** **10** Each **SMS long code (phone number)** used in the Call Center can have inbound calling turned **ON** for up to **10 Call Center users** at the same time. ### Important Notes - The limit **only applies to users with inbound calling toggled ON** - You may have **unlimited Call Center users** assigned to a phone number, as long as **no more than 10** have inbound calling enabled - A **single Call Center user** can be assigned to **unlimited shops** under one login ### Example A Call Center user (e.g., *Bob Jones*) can: - Be assigned to **15 shops** - Toggle between all 15 shops - Receive inbound calls for all locations ➡️ All while counting as **just one** inbound calling slot --- #### 👥 Admin & Staff User Inbound Calling Limits (2-Way Portal) **Maximum users with inbound calling enabled per phone number:** **10** Each phone number (including **ported numbers**) used in the **2-Way Portal** can have inbound calling enabled for up to **10 Admin or Staff users**. ### Important Notes - The limit applies **only** to users with inbound calling toggled ON - You can have **unlimited Admin/Staff users** assigned to a phone number - This limit is **separate** from Call Center user limits - Applies only to users accessing the **2-Way Portal** --- #### 📊 Inbound Calling Limits Summary | Phone Number Type | User Type | Max Users with Inbound ON | | --- | --- | --- | | SMS Long Code | Call Center Users | 10 | | Ported Number | Admin/Staff Users | 10 | --- #### 🔘 Understanding the Inbound Calling Toggle - **Inbound Calling ON** - User will receive inbound calls - Counts toward the limit of 10 - **Inbound Calling OFF** - User will not receive inbound calls - Does **not** count toward the limit You can assign as many users as needed to a phone number—only the **first 10 toggled ON** will receive inbound calls. --- #### ✅ Best Practices - **Audit inbound users regularly** Review which users have inbound calling enabled to stay within limits. - **Toggle off when not needed** Disable inbound calling for users who are: - On vacation - Temporarily unavailable - No longer handling calls - **Use multi-shop assignments** Assign multiple shops to a single Call Center user instead of creating duplicate users. - **Plan phone number usage strategically** If more than 10 users must receive calls simultaneously, consider using **multiple phone numbers**. --- #### 🚫 What Happens When You Reach the Limit? If you attempt to enable inbound calling for an **11th user** on the same phone number, the system will **block the change** to protect call routing reliability. --- #### 🆘 Need More Capacity? 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