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Rui Melo Biscaia
Rui Melo Biscaia
·Business Executive, Product Leader, Team Player

CNAM and how to request it on Talkdesk Express

What is CNAM?

CNAM, short for Caller Name, is the feature that allows the name of the caller (typically a business or individual) to be displayed on the callee’s caller ID when making outbound calls. This is especially useful for businesses looking to increase call answer rates, build trust, and create a more professional caller experience.

Unlike standard caller ID - which only shows the phone number - CNAM displays a text label, usually up to 15 characters, that identifies the caller. For example:

📞 (415) 123-4567 → Talkdesk Inc.

Important considerations about CNAM

It’s important to understand that CNAM display is not guaranteed, as it depends on the receiving carrier's support. While Talkdesk will submit your CNAM registration to upstream carriers, not all terminating carriers support CNAM lookup, and some may cache or delay CNAM updates. This means:

  1. The CNAM may not appear consistently across all destinations.

  2. Display behavior may vary between mobile networks and landline carriers.

  3. Changes may take up to 7–10 business days to propagate across the U.S. carrier ecosystem.

How to request CNAM setup for a number on Talkdesk Express

If you're using Talkdesk Express and wish to register a custom CNAM for one of your numbers, please follow the process below:

  1. Send an email to [email protected]

  2. In your message, please include:

    1. Your Talkdesk Express account name (e.g., your instance URL)

    2. The specific phone number for which you want CNAM enabled

    3. The exact name you wish to register (up to 15 characters, including spaces)

  3. A Support Community Manager will open a formal support ticket with Talkdesk Support on your behalf.

  4. You’ll receive an email confirmation once the ticket is created.

  5. From there, you will work directly with Talkdesk Support via email on any required validations or follow-ups until the CNAM process is complete.

🔐 Please note: CNAM registrations are subject to review and approval. The name must accurately represent your business and not contain restricted or misleading terms.

We're here to help you put your best name forward!

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