Choosing SMS To and From Numbers in Captivation Hub Conversations

Overview

When messaging contacts through Captivation Hub Conversations, you can control which phone number appears as the sender and which number the message gets delivered to. This guide covers how To and From number selection works, what determines the sender, and how to review number details for any conversation.

Step 1 — Understand How the From Number Is Chosen

The From number (the number your contact sees the message coming from) is determined in this order of priority:

1. Manually selected number — If you choose a number in the conversation, that selection takes precedence.
2. Previously used number — Captivation Hub defaults to the last number used to contact that person.
3. Account default number — If no prior conversation exists, the system uses the default SMS number set for your account.

Step 2 — Select or Change the From Number

You can manually pick a different From number at any time inside a conversation:

1. Open the conversation in Conversations.
2. Look for the From dropdown near the message composer.
3. Click it and select the number you want to send from.

Only phone numbers enabled for SMS on your account will appear in this list.

Step 3 — Choose the To Number When a Contact Has Multiple Numbers

If a contact has more than one phone number saved, you can pick which number receives your message:

1. Click the To field or the contact's number at the top of the conversation.
2. Select the phone number you want to send to from the list.

This is useful when a contact has both a personal and a business number on file.

Step 4 — Check Which Number Was Used for a Past Message

To see exactly which number sent or received a specific SMS:

1. Hover over the message in the conversation thread.
2. An info tooltip will appear showing the From and To numbers used for that message.

Permissions

Number selection permissions depend on your role:

• Admins can select any SMS number available in the account.
• Users can only select from the numbers assigned to them. If a user has just one number assigned, the From field will be fixed and cannot be changed.

Frequently Asked Questions

Why can't I change the From number?
If the From field is greyed out or missing, you may only have one number assigned to your user profile. Contact your account admin to have additional numbers assigned.

Does changing the From number affect existing conversations?
No. Changing the From number only applies to the next message you send. Past messages remain tied to the number that originally sent them.

What if the contact's preferred number isn't showing as the default?
The system defaults to the last number used. To send to a different number, use the To dropdown to select the correct one before sending your message.