Frequently Asked Questions (FAQ)
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      2. Frequently Asked Questions (FAQ)

      How can I port a call tracking number to or from DentalMarketing.com?

      This article outlines the steps to port call tracking numbers to or from DentalMarketing.com’s Twilio account.

      Porting your existing call tracking number helps ensure uninterrupted communication by allowing patients who have saved or previously seen the number—whether on marketing materials, online listings, or their phones—to continue reaching your practice. This preserves brand trust, prevents missed calls or lost leads, and maintains consistency across campaigns.

      DentalMarketing.com provides a detailed call tracking dashboard with recordings and insights to help assess call quality and lead sources. To maintain access to this valuable data, we can assist with porting numbers to or from our Twilio account.

      To get started, please review the steps outlined below. If you're ready to initiate a transfer, contact your Strategic Advisor or Onboarding Specialist, and we'll guide you through the process.

      Porting to DentalMarketing.com

      Step 1: Gather Required Information

      Please provide the following details to help us initiate the porting process:

      • Business Details:

        • Practice name

        • Primary contact (name, email, phone)

      • Phone Number(s):

        • Number(s) you’d like to port

        • Current carrier or service provider

        • Account number and PIN (if applicable)

      • Billing Address:

        • The address associated with your current phone carrier

      • Documents Needed:

        • Letter of Authorization (LOA): We'll provide a template. Please sign and return it.

        • Recent Phone Bill: Must be dated within the last 30 days and include the number(s) to be ported.

      ⚠️ Note: If your current provider is Twilio, the process is different. We’ll just need your Twilio Subaccount ID and approval from the account owner—no LOA or bill required. See “Twilio-to-Twilio Transfers” below.

      Step 2: What You’ll Need to Do

      1. Check with Your Carrier:
        Confirm whether there are any fees or restrictions for porting your number away.

      2. Submit Required Documents:
        Send us your signed LOA and recent phone bill.

      3. Notify Your Carrier (if applicable):
        Let them know a port request is coming to prevent any delays.

      Step 3: What Our Team Will Do

      Once we receive your documents, we’ll:

      • Create a dedicated subaccount for your practice in Twilio

      • Submit the port request on your behalf

      • Configure your tracking number(s) to forward calls correctly

      • Label the number(s) for reporting clarity (e.g., "Google Ads – [Your Practice Name]")

      We’ll monitor the status and keep you informed. Porting can take 1–4 weeks, depending on your carrier.

      Step 4: Twilio-to-Twilio Transfers

      If you're already using Twilio, the process is faster:

      1. We’ll create a Twilio subaccount under our system.

      2. You’ll provide your current Twilio Subaccount SID and the number(s) to transfer.

      3. We’ll initiate a support request with Twilio.

      4. Once the transfer is approved (typically 1–2 business days), we’ll immediately configure and test the number(s).

      ⚠️ Phone lines will not work until configuration is complete, so this step happens immediately after transfer.

      Step 5: After the Transfer

      Once the number is active on our platform:

      • We’ll confirm call routing is working

      • Your dashboard will reflect the updated number

      • We’ll check call recordings and transcriptions

      • We’ll follow up within a week to confirm everything’s running smoothly



      Porting from DentalMarketing.com

      Step 1: Provide Basic Information

      To begin, please send us a written request that includes:

      • The phone number(s) you want to transfer

      • Where you’d like the number(s) transferred (e.g. another Twilio account or a different carrier)

      Step 2: If You’re Porting to Another Twilio Account

      If you’re moving your number to another Twilio account (e.g. you’re working with a new agency that also uses Twilio):

      What You’ll Need to Do:

      • Share your new Twilio Subaccount SID (or have your new provider send it to us)

      • Ask your provider to submit a transfer request through Twilio Support

      What We’ll Do:

      • Confirm your new Twilio account details

      • Submit a transfer request to Twilio Support from our end

      • Monitor the transfer status and keep you informed

      • Once the transfer is complete, we’ll notify you

      • Please test the number on your end to make sure it’s routing correctly

      ⏱️ Typical Transfer Time: 1–2 business days

      Step 3: If You’re Porting to a Different Carrier

      If you’re moving your number to a non-Twilio provider (e.g. your VOIP or telecom provider):

      What You’ll Need to Do:

      • Provide your new carrier’s details (account number, PIN, etc.)

      • Ask your carrier to submit a port request to Twilio

      • Complete and sign a Letter of Authorization (LOA) – we’ll send you a template

      What We’ll Do:

      • Confirm the port request in the Twilio console once we’re notified

      • Make sure the number is ready for release (e.g. we’ll disable services like call transcription)

      • Monitor the porting status and update you as needed

      • Notify you once the number is successfully ported out

      ⏱️ Typical Porting Time: 1–4 weeks depending on the carrier

      Step 4: After the Transfer

      Once your number has been ported:

      • We’ll deactivate your Twilio subaccount to prevent any ongoing charges

      • We’ll check in with you to confirm that everything is working properly on your new system