Release the message routing/NNID

Support Help
1

Hello,

We have a third party texting company called Text Request and they are attempting to route the text messaging to their platform while we use Retell for voice.

Per their last email, Text Request needs you to release the message routing/NNID for phone number

ID: +17027613617

Provider: Telnyx

Please reply with confirmation this has been done so we can start production.

Thank you,

Joe Thompson

Unifi Pro

2

I don’t have information in the available sources about releasing message routing or NNID for phone numbers, or about third-party SMS routing configurations with providers like Text Request.

When you’re using Telnyx numbers with Retell AI via elastic SIP trunking, you import the numbers into Retell to handle voice calls(1). However, the documentation doesn’t cover releasing or modifying message routing at the carrier level.

For this type of request involving carrier-level routing changes for SMS while maintaining voice routing through Retell, you’ll likely need to:

  1. Contact Telnyx directly to configure the message routing/NNID settings on their platform
  2. Work with your Retell account team if there are specific configurations needed on the Retell side

Check out these potentially useful sources:

You may also want to reach out to Retell support directly through:

3

I purchased the number through Retell. I should be able to have Retell reach out to telnyx since its your account with Telnyx not ours.

4

I just went to the telnyx site and since we do not have an account with them, I’m assuming it would be a waste of my time to try and get them to do anything related to that number.

Can you have someone from your support review this and get it resolved?