Partners let you give business names to the phone numbers your organization talks to. A partner is simply a name plus a list of phone numbers — for example, a brokerage, a franchise, an outsourcing vendor, or a large client with many lines.

Once a partner exists, every conversation whose caller or destination number appears in that partner's phone list is recognized as belonging to that partner. You can then see the partner name on the conversation, filter conversations by partner, and group chart results by partner.

This article covers the Partners page, where the partner directory is created and maintained.

Open Settings from the main navigation, then select Settings from the submenu. The page opens with a row of tabs; select the Partners tab.

The tab is only shown to users whose role grants partner management. If you do not see it, ask an administrator to grant the permission described below.

Partners Management is granted in Roles & Permissions, in the Analytics Configuration group. There is no separate view-only level for this page: anyone who can open the Partners tab can also change the list. Everyone else simply never sees the tab, while still benefiting from partner names and partner filtering everywhere else in the product.

If a partner with that name already exists, saving fails with a duplicate-name message and the row stays open so you can rename it.

You can also create a partner with no phone numbers and add them later.

Each row shows the partner name and the first five phone numbers as chips. When a partner has more numbers, a +N chip appears — hover it to see the next numbers, ending with a "…and N more" note when the partner has more numbers than the preview carries. To see the complete list, open the row for editing.

The toolbar has a Search Partners box that matches both partner names and phone numbers, so you can paste a number to find out which partners it belongs to. A number is not owned exclusively by one partner: the same number may be listed under several partners, and then the search returns all of them and a conversation using that number is labeled with all of them. Click the Name column header to sort ascending or descending, and use the footer selector to show 10, 25, 50, or all partners at once. Your page size and sort order are remembered when you leave and return to the tab.

Click the edit (pencil) action on a row. The full phone list loads into the editor — this can take a moment for partners with very large lists — and you can then change the name, the numbers, or both. Saving applies both changes together: if the phone update fails, the rename is rolled back too, so a partner is never left half-edited.

Editing replaces the whole phone list with what is in the box. To remove a single number, delete its line and save.

If the phone list cannot be loaded, the editor is hidden and a warning explains that you can still edit the name while the phone list stays unchanged. This is deliberate — it prevents an empty editor from being saved as "this partner has no numbers".

Click the delete action on a row and confirm. Deleting a partner removes its name and all its phone numbers from the directory. Conversations are not deleted, but they stop being labeled with that partner.

Saved filters store partners by identity rather than by name, so renaming a partner keeps existing saved filters working. Deleting one does not: a saved filter that referenced it will show Unavailable partner #… for the removed entry.

Open the ⋮ menu in the top bar and select Export, then choose a format:

Both exports can be edited and imported back, which makes export the easiest starting point for a bulk change — unless the directory is above the import size ceiling described under Limits below.

Open the ⋮ menu and select Import. The dialog has two tabs, and both apply the same rule shown at the top of the dialog:

Import replaces the whole list — any partner or phone number not included is removed.

Treat an import as a replacement of the entire directory, not as an addition to it. Export first if you want a copy of the current state.

Upload file — pick a .json or .xlsx file and click Import. Use Download XLSX template to get a correctly shaped spreadsheet with example rows.

Edit JSON — loads the current partner directory as JSON so you can edit it in place and import the result. This is the fastest way to make a handful of bulk edits without leaving the browser.

Accepted file shapes:

After the import runs, a summary reports how many partners were created, updated, and deleted, and how many phone numbers were stored.

If some entries fail validation, the dialog shows a warnings panel with the first ten problems and a Download all errors button for the complete list. Valid entries are still created or updated, and an import that reported any error does not delete the partners that are missing from the file — they are kept, so a partly broken file cannot wipe the directory.

That safeguard covers omitted partners only. Every partner the file describes successfully still has its phone list replaced with exactly the numbers listed for it, even when other entries in the same file failed — so a partner listed with fewer numbers, or with an explicitly empty list, still loses the rest.

The exception is a partner whose own entry was rejected outright: if every number listed for it failed validation, or its name collided as described below, that entry is dropped and the partner keeps the numbers it already had. Fix the reported rows and import again to complete the replacement.

A file that is empty, unreadable, or contains no valid entries at all is rejected and changes nothing.

Common causes of rejected rows:

Import matches partners by name, ignoring case and extra spaces. A name that is not already in the directory is treated as a new partner, so renaming a partner by editing a file is really a delete plus a create — the old entry is removed and the renamed one is created in its place, with a new identity. Saved filters that referenced the old partner are not removed, but they can no longer resolve it and will show Unavailable partner #… instead of the renamed partner.

That is what happens when the import runs cleanly. If the same file also reports any validation error, deletions are skipped, so the renamed copy is created while the original partner stays in the directory — leaving you with both. Either way, rename on the Partners page instead, then export if you need an updated file.

Things to keep in mind when reading a chart grouped by partner:

Partner names are resolved when a conversation or report is displayed, and filters match against the current phone lists. That means changes to the directory take effect immediately across existing conversations — there is no reprocessing to wait for.