Inbound Calling Limits for Call Center and Staff/Admin Users

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

🔘 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?

If your business requires more than 10 concurrent users receiving inbound calls on the same phone number, contact AppFueled Support to discuss available options and solutions.