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Who uses this: Admins configuring Engage phone line settings. Availability: Requires the Engage add-on. Caller ID display is not supported for Canadian phone numbers.
Caller ID is the name or number that shows on a customer’s phone when you call them from an Engage line. You set the caller ID per phone line in the Engage web app, then submit it to Twilio — the service Engage uses to handle phone communications — for approval.

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Overview

Caller ID lets your company set a phone number or name to appear on your outgoing calls, so customers can see who’s calling before they answer. You create and save your caller IDs in the Engage web app. Two things gate caller ID, and both matter before you start:
  • Your company’s own 10DLC registration. Caller ID is tied to your company’s business profile in Engage. The FieldPulse team often creates that profile for you during onboarding, which means some accounts have 10DLC campaigns registered with FieldPulse’s details. If yours is one of them, you must resubmit your own 10DLC details for Twilio approval before you can set a caller ID. See Setting Up 10DLC Compliance Registration.
  • Twilio approval. Every caller ID you submit must be approved by Twilio. Approval can take anywhere from 1 to 3 weeks, and a request can take up to 5 business days to be reviewed.

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Before you begin

  • Confirm the Engage add-on is active on your account.
  • Confirm your company has completed its own 10DLC campaign and registration. To resubmit your 10DLC details, go to Engage > Settings > 10DLC Information and select Resubmit 10DLC campaign.
10DLC Campaign screen in Engage settings prompting you to resubmit your 10DLC campaign with your own business details
Caller ID cannot be enabled until your company completes its own 10DLC campaign and registration.
Caller ID for Canada: At this time, Engage is unable to support caller ID display for calls using Canadian phone numbers.

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Step-by-step setup

  1. Go to Engage > Settings > Phone Numbers and select the line you want to set a caller ID for. Engage Settings with Phone Numbers selected, showing a phone line's Caller ID section with the entry field, Submit option, and an Inactive status badge
  2. Enter your desired caller ID in the Caller ID field. It must meet Twilio’s formatting guidelines — see the Settings reference below.
  3. Select Submit.
  4. Check back periodically to view the status of your caller ID as it moves through Twilio’s approval process.
Caller ID status legend showing the Inactive, Approved, In Review, and Rejected statuses and what each one means
It can take up to 5 business days for a caller ID request to be reviewed.
Display is not guaranteed: The actual display of the caller ID cannot be guaranteed for all call recipients. FieldPulse does not control whether the recipient’s carrier performs the caller ID lookup for display, and it can take several days for an update to propagate on the carrier’s side. Whether the name appears depends on the recipient’s carrier, device, and regional settings.

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Changing your caller ID

To change a caller ID that is already set, remove the current one first — there is no in-place edit.
  1. Select Remove. Your current display name is removed immediately.
  2. Enter the new name in the Caller ID field and select Submit.
  3. Wait for Twilio to review the new request.
Important: While Twilio reviews the new request, your phone line temporarily has no custom caller ID and defaults to your standard phone number. If the new request is rejected, the system cannot automatically revert to your old caller ID — you must complete the submission again, whether you are trying a new name or re-applying for the original one.

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Settings reference

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Twilio formatting guidelines

Your caller ID must meet these guidelines to be approved:

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Caller ID statuses

Your setup is working when your caller ID shows an Approved status in Engage — from then on, your business name or number can appear on your outgoing calls.