Porting Phone Numbers: Lofty

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Overview

This article walks you through the process of porting your existing business phone number from Lofty into Follow Up Boss via our shared provider, Twilio. Because Lofty has a unique port-out process, there are a few extra steps involved compared to a standard port, but don't worry, we'll cover everything you need.

Before you begin

  • Who can submit a port request?
    • The owner of the account or anyone with administrator access (anyone listed as an agent does not have access to the Phone Numbers page).
  • Reach out to Lofty support at support@lofty.com and let them know the numbers you are porting away
    • Request the Jira ticket number beginning with “AM” (Lofty requires this to be submitted with each port request) for your specific port request. Lofty support can provide you with this.

Submit your port request

Submitting your port request happens directly in your Follow Up Boss account. To submit the port request you must be an owner or admin:

  1. When logged into FUB, click on Admin, then choose Phone Numbers
  2. Select New Port Request
  3. From the Select a provider dropdown menu, choose Lofty 
  4. Enter all Lofty numbers to be ported into Follow Up Boss
  5. Click on Next
    1. Since the numbers are already associated with the same underlying provider as Follow Up Boss, the request will be processed as an internal port, and no additional documentation will be needed.
  6. You will receive the message below on your screen, indicating that your port request has been submitted. 

Note: If you are prompted to provide additional information or documentation after clicking Next, at least one of the submitted numbers is not being recognized as a Twilio number (the phone provider for Follow Up Boss and Lofty).

  • Contact support@followupboss.com with the full list of numbers you are porting, and we will identify which number is causing the issue.

After submitting the request

  1. Once your port is submitted, if you have not done so already, send the Jira ticket number Lofty has provided you to support@followupboss.com. 
  2. From here, porting can take 1-7 business days on average to complete. 
    1. The length of time a port takes depends solely on how quickly the gaining side (Follow Up Bos) of Twilio and the losing side (Lofty) of Twilio communicate regarding your port.
    2. Numbers cannot be ported over from Lofty until Lofty has given their written permission to Twilio, stating that they approve the port request out of Lofty. 
  3. Once approval is received, the gaining and losing side of Twilio will transfer your number to Follow Up Boss, and place them in your Number Parking Lot.
  4. You will receive an automated email from Follow Up Boss stating that your port is complete and the number(s) are ready for you to assign! Here is how you assign numbers in Follow Up Boss (refer to the Move instructions in this document).

FAQ

  • My number is with Lofty, but it’s asking me for information and documentation to proceed with the port, and I don’t have this. What do I do?
    • Lofty and Follow Up Boss use the same phone provider, Twilio. However, some Lofty numbers may have originally been purchased or ported in from another provider.
    • If the number’s underlying carrier is not recognized as Twilio, the request will require additional porting information and documentation to proceed.
    • If you do not have this information, contact support@followupboss.com with the full list of numbers you are porting so we can help identify the affected number.

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