---
title: "Activate Mobile Phone Number Identification"
slug: "activate-mobile-phone-number-identification"
description: "Learn how to activate mobile phone number identification so you know when customers are calling from a mobile phone number in Gladly."
updated: 2026-01-23T19:00:01Z
published: 2026-01-23T19:00:01Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Activate Mobile Phone Number Identification

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

When Customers call using a mobile device, Gladly doesn’t necessarily know they are calling from a mobile phone number. For example, If they call for the first time and there’s no existing Customer Profile, a new one is created using their phone number set as **Other**. If they later send an SMS using the same number, a new Customer Profile is also created using the same phone number, but this time, the number is automatically tagged as **Mobile** + **SMS**. It’s the same Customer, but now the Profile requires a merge. Activating the **Mobile Phone Number Identification** setting ensures mobile numbers are detected, the number is set as **Mobile**, and future calls do not create a new Customer Profile, reducing the number of duplicate Profiles. This feature also reduces the number of orphaned Customer Profiles and the notification of possible matching Profiles.

- See why ['Mobile' phone numbers are considered unique and can only be associated with one Customer Profile](https://help.gladly.com/docs/automatically-create-customer-profiles#mobile-phone-numbers-are-considered-unique-and-can-only-be-associated-with-one-customer-profile) for an in-depth explanation of why mobile numbers are considered unique.
- With **Activate Mobile Phone Number Identification** activated, new Customers calling without an existing Customer Profile automatically get one created with**Mobile + SMS** automatically added, making the Customer SMSsable in the future.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Orchestration** category, click **Mobile Phone Number Identification**.
4. Toggle the Mobile Phone Number Identification setting off/on.
  - **Note –** This feature is active by default. While you can deactivate it anytime, do note that you’ll lose the benefit of associating inbound mobile calls to a Customer’s unique Customer Profile, where historical interactions may already exist.

The following occurs once **Mobile Phone Number Identification** is activated.

- **One Profile associated with a phone number –** When Mobile Phone Number Identification setting is activated, existing phone numbers that are set as **Other** (excluding **Home**, **Office**) and already associated with a Customer Profile (just one Profile) that is detected as a mobile number are automatically set as **Mobile**. Future calls will be associated with the Customer Profile with the mobile number.
  - **Note –** If there are multiple Profiles, but only one Profile has the mobile number set as **Other**, then the phone number in that Profile is changed to **Mobile**.
- **Multiple Profiles associated with the phone number –** When the Mobile Phone Number Identification setting is activated, existing phone numbers set as **Home**, **Office**, or **Other** associated with more than one Customer Profile for the same Customer — even if the phone number is detected as a mobile number — is not automatically set as **Mobile**.

> [!WARNING]
> **Mobile Phone Number Identification includes additional telephony fees**
> 
> A minimal per-lookup fee applies for the API used to allow automatic mobile number identification. Phone numbers already tagged as **Mobile**, **Home**, or **Office** are not looked up again as those are deemed identified in Gladly. See [Invoices and Billing](https://help.gladly.com/implementation/docs/invoice-and-billing-overview#telephony-platform-invoices) for additional details.