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Calls and texts follow different rules on purpose.
  • Calls rotate. Your caller ID changes from dial to dial to protect your answer rate. See Caller ID and numbers.
  • Texts never rotate. Each lead is texted from one number, and the reply goes to the rep who owns that conversation.
If texts followed the calling number, a lead would get every message from a different number and their replies would scatter. A texting line prevents that.

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🧩 What counts as a texting line

A texting line is a phone number that:
  1. Is a Twilio number connected to AI Sync.
  2. Shows A2P linked on the Phone Numbers page. Carriers block texts from unregistered numbers. See 10DLC.
  3. Is not assigned to an AI agent. AI agent numbers are kept for the agent.
There are two kinds:
The simplest good setup: one A2P-linked number per rep, each routed to that rep. Leads save a real person’s number, and every reply lands with the right rep.The cheapest setup: a single A2P-linked number left unrouted. Everyone texts from that team line, and replies still reach the right rep (see Where replies go).
If a rep has several numbers routed to them, texts go from the first one you added. With several team lines, the first one added is used.

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📤 Which number a text goes out from

Every way of texting uses the same rule: the dialer’s Text tab, Text them, the Inbox, the Messages page, automations, workflows and AI assistants.
1

The number you picked

If you choose a number in the From menu, that number is used. Reps can pick their own line or a team line, never a colleague’s line.
2

The number this lead was last texted from

Once a lead has been texted, they keep that number. This is what stops a lead getting messages from a new number every time.
3

Your own line

For a lead nobody has texted yet, it’s the line routed to you. For an automation, “you” is the rep who saved the disposition.
4

A team line

If you have no line of your own.
5

Nothing, with a clear message

If none of these exist, the text isn’t sent and you see “No texting line set up.” AI Sync never picks a random number.
When a lead changes hands, their number doesn’t move with them. Texts keep going from the first rep’s line, and replies keep going to that rep. To take a lead over, pick your line in the From menu once. From then on your line is that lead’s number, and replies come to you.

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Workflows and automations

In a workflow’s Send SMS step: Dialer Automations use the texting line automatically.

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📥 Where replies go

When a lead replies, AI Sync picks one rep, in this order:
1

The owner of the number they replied to

If they replied to a rep’s own line, it goes to that rep.
2

The last rep who texted or called them

Covers team lines. The rep who was talking to this lead gets the reply.
3

The lead's assigned rep

If nobody has contacted them from AI Sync yet.
4

The account owner

The safety net, so a reply is never dropped.
That rep sees the reply live in the dialer’s Inbox with an unread dot and a count on the Inbox tab, plus a notification. The whole company’s replies are also in the Messages page.

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✅ Make sure replies actually reach AI Sync

A text can go out perfectly while the reply goes somewhere else. The number’s own reply setting decides where replies land.
Set automatically. When you import a Twilio number there, AI Sync points its calls and replies at itself.
A Messaging Service’s own setting overrides the number’s. If it sends replies to a webhook of its own, AI Sync never sees them.In Twilio: Messaging → Services → your service → Integration → Incoming Messages, choose Defer to sender’s webhook, and save.
If GoHighLevel also uses that Messaging Service, changing this setting changes where GoHighLevel gets its replies. Talk to support before you change it, and we’ll set it up so both keep working.
Don’t assume these were pointed at AI Sync. Run the two-minute test below. If the reply doesn’t show up, ask support to check the number’s reply routing.

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🧪 Two-minute test (do this for every new client)

1

Text your own phone

In the dialer, open a contact with your mobile number and send a text from the Text tab. Check the From line shows the number you expect.
2

Reply from your phone

Reply with anything.
3

Watch the Inbox

Within seconds, the reply appears in the dialer’s Inbox against that contact, with an unread dot, for the rep you expect.
4

Text again

Send a second text. It must go from the same number as the first.
Passed? Texting is set up correctly for that number. No reply after a minute? See the Messaging Service accordion above, then contact support.

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🔧 Customize it

Setting this up with Claude, ChatGPT or Codex instead? See Texting & Inbox with your AI assistant.

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🧯 If something is off

There’s no A2P-linked Twilio number that isn’t used by an AI agent. Link a number to your 10DLC campaign on the Phone Numbers page.
That lead was texted from it before, and leads keep their number. Pick the number you want in From once.
Replies to a rep’s own line always go to that rep. Check which number the lead replied to, and who that number is routed to on the Phone Numbers page.
Almost always 10DLC. Confirm the brand and campaign are approved, not just submitted, and the number shows A2P linked.
The number or its Messaging Service sends replies somewhere else. See Make sure replies actually reach AI Sync.