Skip to main content
A shared line lets multiple agents use the same sender number. Subscribers claim which agent they want by sending a claim word.

​
Example

Shared number: 
<shared sender number>
Claim word: 
example-agent
When a subscriber texts the claim word, Comms stores a relationship: 
subscriber phone + line number -> agent
Future messages from that subscriber to the line route to the assigned agent.

​
Testing behavior

During testing, if a subscriber sends another valid claim word, Comms allows the relationship to switch to that agent. This makes it easy to test several agents on the same line.

​
Agent identity command

Subscribers can ask which agent they are talking to: 
/agent
Comms replies with the current routed agent name.

​
Routing rules

Comms resolves an inbound text in this order:
  1. Match active agents attached to the inbound line.
  2. If the message contains a shared-line claim keyword, assign or switch the relationship.
  3. If a relationship already exists, route to that assigned agent.
  4. If no relationship exists and a dedicated-line agent matches, route to the dedicated agent.
  5. Otherwise ignore the message or return no route.