Start with the phone service you already use
Compatibility depends on the number, provider, call-routing settings, available missed-call events and messaging setup. A public phone number or a familiar software brand is not enough to confirm it. Gather the information below before making changes. If you do not know an answer, record “not sure”; do not guess.
Your number and provider
Record the public business number, provider name and whether the service is a mobile phone, landline, hosted business phone or another type. Note whether several locations or departments share the number. Use an account statement or the provider’s settings to confirm the provider. Never send a password, payment-card details, recovery code or unrestricted API key in a setup form.
The person authorized to make changes
Identify who controls the phone account and who can approve any integration or routing change. A staff member who answers calls may not have that authority. Any later connection must use the actual customer account, the approved permissions and a clear way to revoke access. We do not ask you to hand over ownership of your business accounts.
How calls reach the team
Describe the current ring order, voicemail, office hours, after-hours instructions and any answering service. Note whether forwarding is already in use. The review needs to establish whether a missed-call event can be detected without interrupting the working call path. Do not change forwarding, move the number, buy another number or disconnect your current service during this information-gathering step.
Which number will send messages
The number people call and the number that can send a text may not be the same. Confirm the proposed sender, ownership and any provider registration or verification that applies. Do not assume voice forwarding also forwards text messages. We confirm the supported arrangement before asking you to approve it.
Your reply team and business information
List who will check the inbox, the hours they are available and how they want conversations assigned. Supply the business name, service area, services, hours and any approved booking link. If considering the AI plan, identify the source for each answer and which questions need a person. Sensitive customer information is not needed for the initial compatibility review.
Permission, opt-outs and limits
Explain how callers are told about messaging and how permission is recorded. Existing opt-outs must remain effective. Agree the applicable usage limits, duplicate protection and what happens if a provider fails or the outcome of a send is unknown. Compatibility is not clearance to bypass a suppression or start a marketing campaign.
How the review ends
We record one of three practical outcomes: compatible subject to the listed setup and approvals; more information needed; or not supported in the proposed arrangement. The review should explain any required change, third-party dependency or separately quoted complex work before payment. It is not a guarantee that a provider will approve registration.
What happens before activation
After the plan and written scope are agreed, the authorized setup, provider approvals and supervised tests must be completed. Staff review the messages and handoff, opt-out behavior, limits and shutdown process. Texting begins only at the separately agreed start. Creating a portal account or paying a setup fee does not turn it on.
Use your existing inquiry link
If you have already contacted Cinderbrook, use the personal setup link in your inquiry email so your details stay with the same inquiry. You do not need to submit another inquiry or create a portal account first. Reply to that email for corrections or questions. If you are new to Cinderbrook, review the service page and send one inquiry.
Provider reference
Provider rules are separate from the service configuration. Twilio’s Messaging Policy explains its consent, sender-identification and opt-out requirements. The actual provider and approved customer setup determine the checks required.