This guide explains how to set the project_attributes_setting_common_phone_numbers attribute to handle calls from shared phone lines, such as hotel reception desks or office phones used by multiple employees.
What common phone numbers do
The Common (Shared) Phone Numbers attribute (project_attributes_setting_common_phone_numbers) contains a list of phone numbers used by multiple people. When a call or SMS comes from one of these numbers, the system treats it differently:
Anonymized calls: Each call from a common phone number is classified as "anonymized." The AI Employee does not associate the call with a previous caller's profile or conversation history.
Temporary personas: Instead of linking the call to a permanent persona, the system creates a temporary unique persona for each session. This prevents one person's data from being mixed with another's.
SMS filtering: SMS messages received from common phone numbers are not processed as regular customer messages, preventing the system from treating shared-line texts as coming from a single person.
Typical use cases
Hotel reception desk phones shared by multiple front-desk employees
Shared office phones in medical practices or nurse stations
Call center agent phones where different operators use the same line
Restaurant host stand phones used by different staff
Set common phone numbers
Open the Builder.
Navigate to Attributes > Business.
Locate the Common (Shared) Phone Numbers attribute (
project_attributes_setting_common_phone_numbers).Enter a JSON array of phone number strings. Include the full country code for each number.
Click Save.
Format
The attribute accepts a JSON array of strings:
["13334445556", "12223334455"]
Format options for each phone number in the list:
With plus:
+12223334444Without plus:
12223334444
Both formats are accepted. Always include the full country code.
🗒️ NOTE
The default value is an empty array []. If no common phone numbers are configured, all calls are treated as coming from unique individuals and linked to persistent personas.
Example: Hotel with shared desk phones
A hotel called Grand Stays has three phone lines:
Phone line | Number | Who uses it |
Main reservation line | +1 (555) 100-2000 | Customers call this number to make reservations |
Reception desk | +1 (555) 100-2001 | Multiple front-desk staff share this phone |
Concierge desk | +1 (555) 100-2002 | Multiple concierge staff share this phone |
Without common phone numbers configured, every call from the reception desk would be linked to the same persona. If desk agent Maria calls the AI Employee in the morning and desk agent James calls in the afternoon, the AI Employee would treat both calls as the same person — carrying over Maria's conversation history into James's call.
Step 1: Configure common phone numbers
Add the reception and concierge desk numbers to the common phone numbers attribute:
["15551002001", "15551002002"]
Now each call from these lines creates a fresh, temporary persona. Maria's morning call and James's afternoon call are treated as separate sessions with no shared history.
Step 2: Set the public phone number
The common phone numbers attribute and the Business Phone (Public Phone) attribute (project_business_public_phone) serve different purposes:
Attribute | Purpose |
Common (Shared) Phone Numbers | Lists inbound caller IDs from shared lines. Controls how the AI Employee identifies callers. |
Business Phone (Public Phone) | The phone number the AI Employee tells customers when they ask "What is your phone number?" Informational only — does not affect call routing or persona creation. |
For Grand Stays, set the public phone to the main reservation line so the AI Employee can share it with customers:
Business Phone (Public Phone):+1 (555) 100-2000
The reception and concierge desk numbers are internal lines — they do not need to be set as the public phone.
What this configuration achieves
Calls from +1 (555) 100-2001 or +1 (555) 100-2002 → Each call creates a temporary persona. No conversation history carries over between calls. SMS from these numbers is filtered out.
Calls from any other number → Normal behavior. The caller is linked to a persistent persona with full conversation history.
When a customer asks for the hotel's phone number → The AI Employee responds with +1 (555) 100-2000 (the public phone).
🗒️ NOTE
If your business's main public phone number is also a shared line (for example, the same number customers call is also used by staff to dial out), add it to both attributes. Set it as the public phone so the AI Employee can share it with callers, and add it to the common phone numbers list so outbound calls from that line are anonymized.