How do I assign a phone number to a team member?

If a team member needs their own dedicated phone number — for example, so clients or caregivers can reach them directly — you can assign one to them in CareFunnels. You'll need to add the number to your account first, then assign it to the team member through their profile.

Step 1: Settings → Phone System → Add Number Step 2: Settings → My Staff → Find the team member → Call & Voicemail Settings → Inbound Number

A dedicated phone number is optional. Team members don't need their own number just to make and receive calls through CareFunnels — they can use the agency's main number. A dedicated number is only needed if a specific team member needs their own direct line.

If you haven't already added the number you want to assign, do that first.

1. From the left-hand menu, click Settings.

2. In the left sidebar, click Phone System.

3. Click + Add Number and follow the steps to purchase a new number.

4. Give it a friendly name so you know who it's for — for example, "Jane Smith - Direct Line."

See the article "How do I add a new phone number to my CareFunnels account?" for the full steps.

1. From the left-hand menu, click Settings.

2. In the left sidebar, click My Staff.

3. Find the team member and click on their name to open their profile.

4. Scroll down to the Call & Voicemail Settings section.

5. Under Inbound Number, click the dropdown and select the phone number you want to assign to them.

6. Under Forward Calls to, choose where incoming calls to that number should ring:

   • Web App — rings inside CareFunnels when they're logged in on a computer

   • Mobile App — rings on the CareFunnels mobile app on their phone

   • My Phone Number — forwards calls to their personal cell phone number

   • Deskphone (SIP) — rings a physical desk phone (if applicable)

7. Click Save to apply the changes.

For most team members, selecting Mobile App or My Phone Number under Forward Calls to works best — it means they'll receive calls even when they're not sitting at their computer. Make sure they've downloaded the CareFunnels mobile app if you choose Mobile App.

Does every team member need their own phone number? No. A dedicated number is only needed if a team member needs their own direct line. Most agencies assign numbers selectively — for example, to intake coordinators or recruiters who handle a high volume of calls.

What if I select multiple forwarding options? CareFunnels will ring all selected options at the same time — so if both Web App and My Phone Number are checked, the call will ring in CareFunnels and on their personal phone simultaneously.

Can I reassign a number from one team member to another? Yes. Go back to the previous team member's Call & Voicemail Settings and remove the number, then assign it to the new team member.

What happens if no one answers the call? The call will go to voicemail. You can set up a voicemail message for each team member in the Voicemail Messages section, just below the Call & Voicemail Settings.