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Getting Started with Hiya Branded Calling - Number Management

This guide provides businesses with step-by-step instructions for setting up their accounts for branded calling. This guide is for resellers and Business Process Outsourcing (BPO) providers who are expected to manage numbers on behalf of the organizations they support. In this context, resellers and BPOs enable branded calls for their client companies.

For instance, Company ABC may manage and brand calls on behalf of client organizations like Company 123 or Company XYZ.

Connect Number Management

Prerequisites​

1

Sign up

Sign up for an account on Hiya's Connect Console.

2

Obtain API keys

Obtain API keys in the Connect Console to authenticate and securely manage API requests related to branded calling.

If you are representing company ABC, your account will reflect that.

Hiya recommends getting two API keys. Test and Production. Use Test for testing the application before launch.

Step 1: Register a Managed Brand​

If all the branding displays you intend to use with Hiya Connect are owned by your company, there is no need to register any 'Managed Brands,' and this guide does not apply to your account. A managed brand represents a brand or display that is not owned by the enterprise registered with Hiya Connect. This type of relationship is common with a wide range of entities, including Business Process Outsourcing services (BPOs), client relationships, authorized dealers, and others. Read here more on this topic.

Register the legal entity (i.e., Company XYZ) whose name will be displayed during the branded phone call. Hiya must vet this entity, and detailed information about the Child Company is required.

If you are managing company XYZ, that’s the brand you will be registering.

Refer to the Managed Brand Registration API.

Required Fields for Managed Brand Registration​

  • Brand Name: Ideally, this should be the official legal name of the Child Company for optimal brand recognition.
  • Brand Contact: Provide contact information (name, email, and phone number) for a representative from the Child Company.
  • Brand Phone Number: The primary contact number for the Child Company.
  • Brand Address: Complete legal address of the Child Company.

Optional Fields (To Expedite Vetting)​

  • Website, DBA (Doing Business As), DUNS (Data Universal Numbering System), and Bin (Business Identification Number): These fields are optional but can expedite Hiya’s vetting process.

The Managed Brand must be successfully vetted before any phone numbers can display branding for this company.

Additional Fields​

  • Call Purpose: Here are the list of values to be used
    • Account Service
    • Billing & Collections
    • Fundraising / Recruiting
    • Notifications / Scheduling
    • Sales
    • Service Delivery
    • Survey
    • Blended
  • Account Contact:
  • Industry: Here are the list of values to be used
    • Automotive
    • Consulting
    • Education
    • Financial Services
    • Food & Beverage
    • Health & Medical
    • Hotels & Travel
    • Insurance
    • Law Firms & Legal Services
    • Non-Profit & Charitable Organizations
    • Professional Services
    • Real Estate
    • Retail
    • Technology
    • Telecommunications
    • Other

Step 2: Upload a Logo (Optional)​

To enhance branding, you have the option to upload a logo that will appear on the call screen when calls are received. This step is entirely optional and can be skipped if a logo is not needed. Refer to the Logo Upload API.

Logo Upload Instructions​

  1. Follow instructions for logo upload outlined here: Handling Hiya Connect Image Logos
  2. Follow logo/content guidelines outlined here: Hiya Branded Call Requirements and Guidelines.

Step 3: Register a Phone Number​

Registering the outgoing phone number is essential to configure how the brand displays for the Child Company when the call rings. Refer to the Phone Number Registration API.

Required Fields for Phone Number Registration​

  • Phone Number: The outgoing phone number that will make the calls.
  • Do Not Originate (Optional): If the phone number is not used for originating calls, mark this field as “true” (default is “false”).
  • Display Configuration: Define the attributes for how the call will appear, including:
    • Display name
    • Logo
    • Call reason
    • Country, state, and city
    • Managed Brand (Child Company registered in Step 1) associated with this phone number Refer to the content guidelines for detailed branding specifications.

Once submitted, the phone number will undergo a vetting process. Each number must be linked to an approved Managed Brand. The vetting process typically takes between 48-72 hours.

Use the Get Endpoints to check the status for the number to be branded. Making calls prior might not result in the number being branded.