When you call or text a client using your Hearsay number, their caller ID might display a nearby city, but not your exact location, or it may simply show a general state name like "Rhode Island, USA." This typically happens because phone carriers categorize numbers behind the scenes, not because of a setting in the Hearsay platform.

This article explains why these location labels appear and what your options are if you need a number that feels more local to your clients.

Key Terms

• Area Code: The first three digits of a phone number represent a specific geographic region or state.
• Prefix: The three digits following the area code that were historically tied to specific local telephone exchanges.
• Rate Center: A geographic area used by phone carriers to determine boundaries for billing and location labeling.

• Overlay: A new area code added to the same geographic region as an existing area code when the original runs out of numbers.

   

Understanding Caller ID and Rate Centers

The city or state name your client sees on their screen is not a text field that Hearsay can manually edit. Instead, it is determined by the Rate Center associated with your specific area code and prefix.

Because carriers group numbers into these "Rate Centers," a number might be technically assigned to a nearby city's exchange even if you are physically located in a different town within the same region.

Why Certain Area Codes Are Unavailable

Hearsay draws from a shared pool of phone numbers within the industry. In high-demand regions, certain area codes may become "exhausted," meaning no new numbers are currently available. In these cases, you can often use an Overlay, which covers the exact same geographic area.

For states like Alaska with no overlay, there may be periods where no numbers are available across the entire industry. If a specific code is exhausted, it may take 2–3 weeks for providers to release new inventory.

Options for a More Local Feel

If you feel your current number’s location label is confusing for clients, you have a few options to consider:

1. Search for a Nearby Area Code: You can search for numbers in surrounding area codes that might have better availability.
2. Use an Overlay Code: These are functionally identical to the original area code and are recognized by locals as being part of their region.
3. Check Back Periodically: Industry inventory fluctuates daily. A code that is unavailable today may have new numbers assigned tomorrow.

How to Change Your Number

1. Log in to Hearsay on your desktop.
2. Navigate to Message or Message & Call.
3. Search for your desired area code using the magnifying glass icon.
4. If a number is available, select it and click Acquire Number.

Important Note: Changing your number is a permanent action. Your existing message history will not carry over to the new number, and your contacts may need to opt-in again to receive texts from you. Always consult your internal compliance team or supervisor before changing your professional number.

Setting Expectations with Clients

If a client asks why your number displays a different city, you can reassure them with the following points:

• Confirm that the number is your official, firm-approved business line.
• Explain that carriers often group regional numbers under a single nearby city or state heading.
• Remind them that while the city name might look generic, the area code still correctly identifies your service region.