Phone Number Format for Engage

Phone Number Format for Engage

Overview

For phone numbers to sync correctly with Engage, they must be formatted in E.164, the international standard for phone numbers. If a customer’s number isn’t in this format, it may not connect those contacts to Engage.

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What is E.164 format?

E.164 is a standardized way of writing phone numbers that works across all countries and phone systems. Every E.164 number follows the same four rules:

1. Start with a plus sign (+) — this signals that a country code follows.

2. Add the country code — for the US and Canada, this is 1.

3. Add the full phone number — include the area code, and drop any leading zero if your local number starts with one.

4. No formatting — remove all spaces, dashes, and parentheses. The result should be one continuous string of digits.

Example

Format

Number

Normal (US)

[phone]

E.164

[phone]

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How to update a customer’s phone number

If a phone number isn’t syncing to Engage, you can correct it directly on the customer record:

1. Go to the Customers tab and open the relevant customer record.

2. Click Edit.

3. Update the phone number field to use E.164 format (e.g. [phone]).

4. Click Save.

Once updated, the number will sync with Engage. This may take a few minutes.

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Have additional questions?

Contact us at [e-mail] or use the chat feature in the bottom right corner of your screen.