Which Phone Number Sends the SMS in Sparkforge

Sparkforge applies a priority chain to figure out which Twilio number sends an outbound SMS. Knowing the order saves time when a message goes out from the "wrong" number.

Priority order

1. User's assigned number — if the staff member sending the SMS is in My Staff with a dedicated number assigned, that number is used. The user can override manually in the conversation.
2. Last manually selected number — if the user picked a specific From number on a previous send, the system remembers and uses it next time.
3. Channel number — the first number ever used with that contact. Maintains conversation continuity so the contact keeps replying to the same thread.
4. Default outbound number — the account-level default, used when none of the above apply or when the channel number has been removed.

Exception: SMS-incompatible numbers

If the user's assigned number is voice-only, the system falls back to the default outbound number for SMS.

How to assign a number to a user

1. Open Sub-Account Settings → My Staff.
2. Edit the user.
3. Expand Call & Voicemail Settings.
4. Pick the number to assign.
5. Save.

Override on a workflow Send SMS step

Inside the workflow builder, the Send SMS step has a From Number dropdown. Set it to a specific number when you want every workflow message to send from the same line, regardless of staff assignment or channel history.

How to confirm which number was used

1. Open the conversation.
2. Hover over the SMS message.
3. Click the three-dot menu → Details.

The detail panel shows the exact number used to send that message.