Business numbers, Business texting · 5 min read
Local vs toll-free business numbers: which one should you use?
By the CallRoute team ·
When you set up a business phone system, one of the first questions is what kind of number to get. A local number has a regular area code. A toll-free number starts with a prefix like 800, 888 or 833. Both make and receive calls and texts, but they send different signals to customers, follow different texting rules and are priced differently. This guide covers the differences so you can pick the right one, or both.
The basics
A local number is a standard 10 digit number tied to an area code, the same format as any personal phone. Callers pay whatever their own plan charges for a normal call, which for most people today means nothing extra.
A toll-free number uses one of the toll-free prefixes: 800, 833, 844, 855, 866, 877 or 888. Calls to it are free for the caller anywhere in the US and Canada, and the business pays for the incoming minutes. Toll-free numbers are not tied to any location.
| Local number | Toll-free number | |
|---|---|---|
| Looks like | A regular area code | 800, 833, 844, 855, 866, 877 or 888 |
| Tied to a place | Yes, by area code | No |
| Who pays for incoming calls | Caller, under their normal plan | The business |
| Texting approval | A2P 10DLC registration | Toll-free verification |
| Typical feel | Personal, nearby | Established, national |
When a local number is the better choice
Local numbers suit businesses whose customers are mostly in one area, and any setup where people expect to reach a specific person.
- You serve a region. A familiar area code tells customers you are nearby, which matters for home services, clinics, agencies and anyone who works on site.
- You make a lot of outbound calls. A call from a local area code looks like an ordinary call, and some people are more willing to answer it than an unfamiliar number.
- Each teammate needs a direct line. Local numbers work well as personal business numbers for salespeople, account managers and anyone customers text directly.
- You text customers one to one. Local numbers are the most common choice for conversational business texting once they are registered.
When a toll-free number is the better choice
Toll-free numbers suit businesses that want one main number for everyone, wherever customers are.
- You sell or support customers nationally. A single toll-free number works the same for everyone and does not suggest you only serve one city.
- You want a main line that never changes. If you open new offices or your team moves, a toll-free number does not need to match a location.
- You want a memorable number. Toll-free vanity numbers that spell a word can be easier to remember in ads, on vehicles and on packaging, if one is available.
- You send notifications at volume. Verified toll-free numbers are often used for alerts, confirmations and reminders sent to many customers.
Texting rules: 10DLC vs toll-free verification
US carriers require businesses to register the numbers they text from. Which process you go through depends on the kind of number.
Local numbers use A2P 10DLC. You register your brand (the business) and a campaign (what you send and how people opt in). Brand checks are usually quick, while campaign review is manual and often takes one to three weeks. Carriers and the registry charge one time and monthly fees. Our A2P 10DLC registration guide walks through it.
Toll-free numbers use toll-free verification. It asks for similar details: your business information, the type of messages you send, sample messages and how customers opt in. Review commonly takes a few days to a few weeks. Unverified toll-free numbers cannot send business texts.
What each one costs
The monthly price for the number itself is usually a little higher for toll-free than for local. The bigger difference is in usage. With a toll-free number, the business pays for incoming minutes, so a busy inbound line costs more to run. With a local number, incoming calls are usually covered by your plan like any other call.
Texting registration fees also apply to both. Check whether your provider charges separately for the registration and for ongoing monthly campaign fees, and who files the paperwork for you.
A quick way to decide
If you are still unsure, answer these questions honestly:
- Where are your customers? Mostly in one area points to local. Spread across the country points to toll-free for the main line.
- Who do customers want to reach? If they want a specific person, give that person a local direct number. If they want the company, a single main line works better.
- Do you call out more than you receive? Teams that make a lot of outbound calls tend to prefer local numbers, since the call looks like any other call.
- How busy is your inbound line? A toll-free line that receives many long calls costs more to run, so check the inbound rates before you commit.
- What will you text? One to one conversations fit either kind. Plan the registration for whichever number you text from, and allow a few weeks for review.
Whatever you choose, you are not locked in. You can add the other kind of number later as your business grows, and keep the same inbox and phone menu.
Common mistakes to avoid
- Texting before approval. Messages from unregistered or unverified numbers are filtered, and your customers will not see them.
- Printing a number before it is final. Set up and test the number in your phone system before it goes on signs, vehicles or ads.
- Using a personal mobile as the business line. When that person leaves or changes phones, the number and the conversation history can go with them. A business number stays with the business.
You can use both
This is not an either or choice. A common setup is a toll-free number as the main line, answered by a phone menu that sends callers to sales or support, and a local direct number for each teammate so customers can call or text the person they already know. When both kinds of numbers land in the same inbox, your team sees every conversation in one place no matter which number the customer used.
Already have a number?
Both local and toll-free numbers can usually be ported to a new provider, so you do not have to choose a new one just because you are changing phone systems. See our guide on porting a business number without downtime.
Local and toll-free numbers in CallRoute
Every CallRoute plan includes a local or toll-free business number for each teammate. Extra local numbers are $5 per month and extra toll-free numbers are $8 per month, paid from one prepaid wallet. Calls, texts and voicemail from every number arrive in one shared inbox, and CallRoute walks you through texting registration in the app. Unlimited US/CA calling and texting is included under fair use. See the full pricing.