Hiya Connect is an online web service where businesses can register their business phone numbers, and control how their numbers appear on Hiya’s caller identification network. This is a service specifically available for business phone numbers, not personal ones.
We require a second contact to verify that the initial user is acting on behalf of the company. We do so by contacting the secondary person (either via text message, phone or email) to make sure that the registering user is authorized to act on behalf of the company. The contact details are only used to make contact, they will not be added or claimed as the Business's phone numbers. Claiming the Business's numbers can be done later.
Q: Who should the primary contact person be?
A: The primary contact is always the person who is registering the account and is going to maintain the Business Profile. They will also be the person authorized to add/claim numbers on behalf of the company.
Q: Why is it necessary to add a secondary contact?
A: The secondary contact is often the supervisor/manager of the registering user. The contact details of the secondary contact are only used to verify that the registering user is legally acting on behalf of the company. The secondary contact may be contacted by Hiya, so it is important that this person can be reached via the provided contact details.
DEFAULT CALLER APPEARANCE
The Default Caller Appearance is the information which will be shown automatically across the Hiya caller identification network for all registered numbers in your account. It can be changed for each number when adding/claiming them.
Q: What is the purpose of the Caller Logo button?
A: We can have your logo show to users that are receiving your calls. Therefore, your logo must be uploaded in order to assign it to a number. When choosing a logo for upload, a preview will show you how the image will look like after the upload is completed. Please note that the image will be resized and reshaped to fit the required format.
Adding numbers is one of the core functions of the service. When adding a number, the majority of the fields are auto-populated from the Default Caller Appearance. However, you can always change these details, or even your Default Caller Appearance if you wish.
Q: What is the Fixed Line type?
A: It is known as a landline in the US. This field is optional.
Q: Why can't I edit a number right after adding it?
A: When a number is added, it becomes “Pending”, which means that it has not been validated by Hiya yet. To prevent changes during validation, editing numbers with “Pending” status is not possible.
Q: Why isn't it possible to delete a number?
A: Number deletion requests are supported but they have to be verified by Hiya to prevent accidental requests. Please submit a request here if you wish to remove a number.
Q: Why is my number still pending?
A: When a phone number is added, it will be in 'Pending' status. This means that it is waiting to go through Hiya's validation process. This usually takes 3 business days.
Users will be notified by email daily of any status changes made to their added/claimed phone numbers.
Q: When does my added/claimed number appear on the phone screens?
A: The validation process takes up to 3 business days. Once the validation is successful, your number will be shown on the Hiya caller identification network.
PHONE NUMBER REPUTATION
Questions about the reputation on my number (nuisance or fraud rating).
Q: By registering with Hiya for Businesses will my phone reputation improve?
A: No, our spam detection service operates completely independent from the Hiya for Businesses. Registered businesses will not be flagged as fraud, however being registered does not affect unwanted call detection.
Q: By registering with Hiya for Businesses will my information be used to flag my numbers as spam?
A: No. Business information collected through Hiya for Businesses is completely independent from Hiya’s spam detection services.
Q: Why has my number been flagged by your spam detection services?
A: Hiya uses a variety of signals from call traffic, external feedback and user feedback to determine phone reputation. If you believe your numbers are being flagged in error, Hiya can work with your business to improve or correct your reputation. Please submit a request for us to investigate.
Q: Can I pay to have my business phone number’s reputation changed?
A: No. Hiya’s reputation service is completely independent from Hiya for Businesses. By registering with Hiya for Businesses we can work with you to improve or correct your reputation.
Q: My number has been flagged as spam. What can I do to change this?
A: Hiya offers helpful information to businesses that register for Hiya for Businesses to change your customer’s perspective about your calls. Please submit a request for us to investigate outside of registering for Hiya for Businesses.
Q: I contacted Hiya and the spam classification for my business phone number was changed, but I am still hearing about my number being shown as spam. Why is this?
A: Hiya is not the only spam analytics company, if you’ve already spoken to a Hiya representative, then you’ll need to determine which other analytics providers are calling you spam.
BULK ACTIONS/BULK UPLOAD
You have the option to add a large number of phone numbers to your account with the help of our Bulk Upload function.
Q: What is ‘Call Purpose’?
A: With the help of the ‘Call Purpose’ section, you can now show additional details about the phone number to your customers. Please be advised that at this time, the Call Purpose is only displayed on phones running Android.
Q: When uploading numbers in bulk, am I required to add the city and the state?
A: In case of US numbers, you are required to provide the state (two-letter code). Providing the city is not required, however, in case of EU numbers, it is highly recommended. Please keep in mind that the full name of the city has to be entered.
Q: Are all columns mandatory to be filled in?
A: You are required to fill in the first 6 (bold) columns, except for City, which is optional.
Q: What does ‘Do not originate’ mean?
A: Numbers marked as ‘Do not originate’ are not supposed to have any outgoing calls. Please only set numbers to ‘Do not originate’ if zero outgoing calls are going to be made from that number.
Q: How will I know if my bulk upload was successful?
A: Once your bulk upload request is processed, we will get back to you in email. We also send you a daily notification email regarding any validation status changes that may have occurred in the past 24 hours.