In CallHippo, phone numbers can be assigned at two levels: Teams and Users. 

Here’s how they differ:

Allocating a Number to a Team

What It Means: The phone number is assigned to an entire team (e.g., Sales, Support, Marketing).
How It Works: Any agent within the team can make or receive calls using this number.

Benefits:

  • Shared Responsibility – All team members can handle incoming calls, reducing wait times.

  • Efficient Call Distribution – Calls can be routed to available team members.

  • Better Team Collaboration – Multiple agents can access and use the same number.

Allocating a Number to an Individual User

What It Means: The phone number is assigned to a specific user (agent).
How It Works: Only that user can make or receive calls using this number.

Benefits:

  • Personalized Customer Experience – Clients can directly reach a specific agent.

  • Better Performance Tracking – Easy to monitor an agent’s call metrics and productivity.

  • Dedicated Lines – Ensures high-priority calls are handled by specific team members.

When to Use Each Option?

Scenario

Assign to Team

Assign to Individual User

High call volume (e.g., support desk)

✅ Yes

❌ No

Personalized client relationships

❌ No

✅ Yes

Tracking team-wide performance

✅ Yes

❌ No

Dedicated salesperson or account manager

❌ No

✅ Yes

Need backup for missed calls

✅ Yes

❌ No