On a team, the Phone page can narrow to one teammate's calls and texts, and you separately choose which number your own calls and texts go out on. These are two different controls, on purpose.
Watch Mandric walk you through this topic
5:07Narrow the Page to One Teammate
Next to the Calls and Texts filters, a control offers Everyone, Mine, and each other teammate on your team. Choosing Everyone shows the whole team's calls and texts; choosing a teammate narrows the page to only theirs. The same choice narrows your Inbox too, so switching to a teammate in one place carries over to the other rather than leaving one filter stuck on the old view.
This control only appears when there is someone else to look at. A solo broker, or a team of one, sees nothing here, because there is nothing to choose between.
Choose the Line You Send On
A second control, Send as, sits near the dialer and the text composer. It answers a different question: which number the client sees when you call or text them. Pick Mine to send from your own line, or pick a teammate to send from theirs.
It only shows once you have more than one line to choose from, your own plus at least one teammate's. If the teammate you chose leaves the team, is deactivated, or gives up their number between the time you choose and the time you send, BrokerPlus quietly falls back to your own line, then to the team's line, rather than failing the send.
Why the Two Controls Are Separate
Reading a teammate's calls and texts and sending as them are different permissions, and mixing them up is an easy mistake to make by accident. Narrowing the Phone page to see what a teammate has been up to must never quietly start sending your next call or text under their name. One picker governs what you see, a separate picker governs what a client sees, and changing one never changes the other.
What a Teammate Can and Cannot Open
Whether Everyone appears at all depends on a grant your broker controls: reading the team's whole inbox. Owners and admins always see everyone's; a broker or team member without that grant sees only their own calls and texts, and Everyone is missing from their list entirely, not disabled, just absent. See Understand Roles and Permissions for how that grant is set.
A teammate can still appear in the Send as list even without a line or mailbox of their own. Texts and calls sent on their behalf still belong to them, so a coordinator with no number of their own can present as a colleague who has one.
What to Do Next
- Set Up Team Phone to add a shared number teammates can be assigned.
- Make Calls and Send Texts to place the call or text once your line is chosen.