> For the complete documentation index, see [llms.txt](https://docs.textmaddie.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.textmaddie.com/your-dashboard/lines.md). # Lines The phone numbers your Text Maddie agent texts from: dedicated to you, never shared, monitored for health, and replaced before a line costs you a lead. A line is one phone number the agent sends and receives on. Each agent has its own pool. Text Maddie provides and manages every line. Lines are dedicated to you and never shared with another client, they cost you nothing, and there are always enough healthy ones for whatever lead volume you have. This page is where you see them. ## Why more than one number A single number sending to many new people looks like bulk messaging, and delivery suffers. Spreading conversations across several numbers keeps volume per number in a normal range. Text Maddie runs as many lines as your volume needs. Once a contact is talking to a line, they stay on it. The lead or customer sees one number, consistently, until a line is blocked and they are moved to a healthy one; see [line-transfers.md](/concepts/line-transfers.md). ## Line health and quality The biggest problem with iMessage outreach is one nobody sees happening. Messages start landing in spam, and neither side realizes it. Then a line gets blocked, and every lead on that line is burned with it, mid-conversation. Text Maddie's technology is built around this problem. * **Every line is monitored.** We watch reply rates and delivery on each line and see degradation as it starts, not after a week of silence. * **Lines are replenished before they fail.** As a line ages, we bring in a fresh one and move new conversations onto it. * **Conversations are transferred.** Leads on a blocked or degrading line are moved to a healthy one, so a bad line never takes its conversations down with it. See [line-transfers.md](/concepts/line-transfers.md). * **Capacity follows your volume.** We scale lines up as your lead volume grows and down when it does not, without anyone asking. * **Leads hear from the new number.** When a lead who was mid-conversation is moved, the agent reintroduces itself from the new number and carries on, so a conversation never goes quiet just because a number changed. The result is seamless. You never burn a lead to a blocked line, and you never have to think about whether a message will land in the primary inbox of a lead's iMessage app. ## What the page shows Each line is in one of three states, set by the two switches on its card.
StateSwitchesWhat it means
EnrolledActive on, Loadfather onNew conversations are spread onto it, and it serves the leads already on it.
ActiveActive on, Loadfather offIt keeps serving the leads already on it and takes no new ones. This is how a line is wound down while a fresh line takes over.
InactiveActive offIt sends nothing. Its conversations stay readable, and if a lead texts an inactive line, the agent answers from a healthy one instead.
Two marks are permanent, and both sit on top of inactive. **Blocked** means the carrier blocked the number. Its conversations were moved to a healthy line, and it cannot be put back into use or removed. What moves, and what each lead hears, is on [line-transfers.md](/concepts/line-transfers.md); the switches are on [Settings](/your-dashboard/settings.md#line-transfers). **Released** means the number has been given back to the carrier, which is how a blocked line, or one that has been wound down, is finally retired. Its conversations stay readable on the [Conversations](/your-dashboard/conversations.md) page under the old number, nothing is ever sent from it again, and followups that were on it fire from the lead's new number. A number is only released once every conversation on it has moved, so retiring a line never strands anyone; see [Retiring a line](/concepts/line-transfers.md#retiring-a-line). Blocked and released lines sit under **Retired** at the bottom of the page, collapsed by default, so the two working groups only ever show lines that can carry a conversation. Open it to see a retired line's card; the Overview's line health card leaves released lines out altogether. While conversations are moving off a line, after a block or because the line is being retired, a **Transfers** panel for it appears under the lines. It counts what is queued, moving, moved, skipped (nothing to carry over), and failed, says when and why the move started and which lines the conversations landed on, and refreshes on its own until everything settles. It stays after that so you can read the result, until you close it. Owners and admins can retry failed moves from the panel. Alongside the states, each line shows how many contacts it is talking to, how many replied, how the reply rate is trending, and what share of its sends failed over the last seven days, counting both sends the carrier rejected outright and messages that never arrived. Reply rate is the number that tells the story, because filtering shows up as silence, not as errors; the failure share is the number that says a line is being throttled or blocked outright. Text Maddie watches these for you. They are here so you can see what we see. {% hint style="info" %} You do not need to act on any of this. If a line looks wrong to you, tell your Text Maddie contact, though in most cases it is already being handled. {% endhint %} ## If you manage your own numbers Most clients never touch this: Text Maddie provides, monitors, and replaces lines. When line provisioning is turned on for your agent, the page also lets you buy and release numbers yourself. * **Add line** (the plus at the top of the page) offers **Purchase new line**, which buys a number and registers it enrolled, so it starts taking conversations at once. Adding an existing number is for one that is already on your account. * **Deprovision** (the cross on a line's card) releases the number for good, as described above. The line must be inactive and out of Loadfather first, and the release is refused while any conversation on the line still has to move. The message says so and offers **Transfer conversations**, which after a quick confirm moves them to healthy lines through the same rules and at the same pace as a block (see [Retiring a line](/concepts/line-transfers.md#retiring-a-line)); the **Transfers** panel follows them, and the line can be deprovisioned once they have all moved. Once it goes through, the line moves to Retired and its conversations stay readable. There is no way to remove a line from the page. A line's record is what keeps its conversations readable, so a line that was ever in use stays, retired, for as long as the agent does. ## iMessage profiles A profile is the name and photo your leads and customers see, the same card a person has in iMessage. Set one per line, or apply one profile across every line so the whole pool looks consistent. **Sync** reads back what iMessage currently shows for a line and reconciles it with what you have stored, which is the tool to reach for when a line looks wrong. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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