Overview

When you send text messages through Enrollio, the platform automatically selects the most appropriate phone number to use as the sender. This keeps your conversations consistent and ensures parents always know who's texting them.

Understanding how Enrollio chooses which number to use helps you maintain professional communication with families.

How Enrollio Selects Your Sending Number

Primary Rule: Staff Member Phone Numbers

If you're listed under your account's My Staff tab and have a dedicated Twilio number assigned to you:

  • Parents will receive text messages from your assigned number
  • You can change this manually if needed
  • The system remembers your last-used number for next time

Exception: If your assigned Twilio number doesn't support SMS, Enrollio will automatically use your account's default outbound number instead.

[SCREENSHOT: My Staff settings page showing a staff member with an assigned Twilio phone number in the Call & Voicemail Settings section]

How to Assign Phone Numbers to Staff

  1. Go to Settings → My Staff
  2. Click Edit next to the staff member's name
  3. Expand the Call & Voicemail Settings section
  4. Select a Twilio phone number from the dropdown
  5. Click Save

Setting a Number in Automations

When you're building an automation, you can choose exactly which number to use for text messages. This is helpful when you want all automated texts to come from your main center number, regardless of which staff member set up the automation.

In the automation builder:

  1. Add or edit a Send SMS step
  2. Look for the From Number dropdown
  3. Select the phone number you want to use
[SCREENSHOT: Automation builder showing the Send SMS action with the From Number dropdown menu open]
💡 Pro Tip: Use your main center number for automated messages (like tour confirmations) so parents always recognize who's texting them. Save individual staff numbers for personal follow-ups.

Fallback Rules

If you're not listed in My Staff or don't have a number assigned, Enrollio uses these backup options in order:

  1. Channel Number – The first Enrollio number ever used with that parent. This keeps all your messages with them in one thread.
  2. Default Outbound Number – If the channel number has been removed, Enrollio uses your account's default number.

How to Check Which Number Was Used

Want to confirm which number sent a specific message? Here's how:

  1. Open the conversation with the parent
  2. Hover over the text message
  3. Click the three dots (…)
  4. Select Details

This shows you the exact Twilio number that sent that message.

[SCREENSHOT: Conversation view with the three-dot menu open on a text message, showing the Details option highlighted]

Common Questions

Why are my texts still showing an old number?

If you recently changed your Twilio number but parents are still seeing your old one, check your channel number settings. The system may still be using the original number for conversation continuity. You can manually select a different number when composing your message.

Can parents text back to these numbers?

Yes! All Enrollio phone numbers support two-way texting. When parents reply, their message appears in your Conversations inbox.