Question 1

Phone number reputation: warming up, spam flags, and best practices

Accepted Answer

Lineage works to provide clean numbers plus spam monitoring and remediation. But carriers watch how numbers are used, and a few habits separate agents whose numbers stay clean from those who constantly fight spam flags. This article covers what to do when a number gets flagged, how to warm up a new number, and how to build calling habits that protect your numbers over time.

How phone numbers get flagged

Carriers like AT&T, Verizon, and T-Mobile flag numbers algorithmically. When they see a number making a high volume of calls, especially to numbers that don't answer, don't call back, or get reported as unwanted, they mark it as potential spam. This can happen to any outbound caller, including legitimate insurance agents.

Lineage sources numbers that are as clean as possible before assigning them to your account. While we often hold numbers in reputation recovery before allowing them to be provisioned, some numbers come with a prior history. Even a brand new number with no call history can be flagged on its first day of use simply because carriers have no positive signal about it yet.

Spam Hammer monitors each of your numbers continuously. If a flag appears, Spam Hammer detects it and submits a remediation request to the carrier on your behalf.

Important note: Numbers provisioned through Lineage are not monitored and remediated through the Spam Hammer interface, but through our SPAR process. You will receive daily emails with the statuses of your numbers.

Question 2

How do I upload my leads?

Accepted Answer

Upload Your Leads

Your Lineage account starts out empty. This walkthrough shows you how to get your leads in, from a CSV file, with automatic field detection and duplicate checking along the way.

Video walkthrough

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What this covers

Ways to add leads — upload a CSV file, forward leads to leads@lineagecrm.com, or bring in a template.
Automatic column detection — Lineage recognizes the fields in your file and pulls them in cleanly.
Mapping your data — set the date received, lead source, and lead status, using the values from your file or your own.
Missing-data check — a heads-up if any leads are missing emails, phone numbers, addresses, or names, so you can confirm your file is complete.
Duplicate checking — Lineage flags duplicates by name and address as it imports, so you don't end up with the same lead twice.

Need help?

Browse the rest of our knowledge base for step-by-step guides on each area.
Use the chat widget in the bottom-right corner of any Lineage page to reach our team.
Or email us anytime at support@lineagecrm.com.

Question 3

Getting Started with Lineage

Accepted Answer

Getting Started with Lineage

Welcome to Lineage, the CRM built for life insurance agents. This quick walkthrough gives you a tour of the platform so you know where everything lives before you start dialing.

Video walkthrough

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What this covers

The video walks you through the main areas of Lineage:

Leads and the Map — where your leads live, and how to filter them by status, age, time zone, and more.
Calendar — appointments, two-way Google Calendar sync, and setting when your week starts.
Policies — tracking the policies you write and their statuses.
Messages — your texting inbox, which turns on once your texting registration is approved.
Settings — adding a caller, buying phone numbers, registering for texting, call recording and retention, your lead statuses and sources, carriers, and billing.

Need help?

Browse the rest of our knowledge base for step-by-step guides on each of these areas.
Use the chat widget in the bottom-right corner of any Lineage page to reach our team.
Or email us anytime at support@lineagecrm.com.

Question 4

How do I set up my phone numbers in Lineage?

Accepted Answer

Video Walkthrough

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Lineage gives you 10 phone numbers included in your plan. Setting them up takes about five minutes and is the gateway to making your first call. You'll also set a callback number so incoming calls from prospects route to your real phone.

When you'd do this

Right after completing your profile, before uploading leads or making your first call.

Step 1 — Open Settings → Calling

In the left sidebar, click Settings. At the top of the Settings page is a row of horizontal tabs — click Calling.

Step 2 — Set your callback number

The first section is My Callback Number. This is where Lineage routes incoming calls — if a lead calls you back, this is the phone that rings.

Use your personal cell phone or any number you actually answer. It does not need to be a Lineage number.

Click the Edit button to the right of the number, enter your callback number, and save.

Step 3 — Add your first phone number

Scroll down to My Phone Numbers. Your plan includes 10 numbers — these are the numbers your outbound calls will dial out from..

Click Purchase phone number. The new number appears in the Included in your plan list.

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Question 5

How do I make my first call?

Accepted Answer

Video Walkthrough

Once your leads are in Lineage, this walkthrough shows you how to work them: building a calling batch, dialing through your list, booking appointments, and keeping track of where you are.

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Open a lead, pick which of your numbers to dial out from, click Call, and you're connected. This walks through the lead detail modal top to bottom so you know what every control does before you click Call.

When you'd do this

Once leads are uploaded and your phone numbers are registered in Spam Hammer. If your callback number isn't set yet, set it first — incoming returns will fail otherwise.

Step 1 — Open a lead

On the Leads page, click the underlined Name of any lead in the table. The lead detail modal opens as an overlay on top of the list. (Clicking elsewhere on the row doesn't open the modal — the name is the click target.)

Hovering a lead row also shows a small eye icon next to the name; the modal previews on click.

Closing the modal (the X in the top right, or Esc) returns you to the list with your scroll position preserved.

Step 2 — Tour the lead detail modal

The modal has two panels side by side:

Left panel — Lead profile + dialer

Prev / Next buttons at the top to walk through your list without closing the modal
The lead's name as a head

Question 6

How to get an EIN

Accepted Answer

What is an EIN?

An EIN (Employer Identification Number) is a free, 9-digit tax ID issued by the IRS to identify a business — similar to a Social Security Number, but for your business. It looks like this: 12-3456789.

If you're operating as a sole proprietor, LLC, S-corp, or any other business entity, you can get one for free in about 15 minutes. You do not need employees to qualify.

Why Lineage needs your EIN

10DLC registration requires a verified business EIN. Mobile carriers use it to confirm your business identity before approving your phone numbers for outbound calling and SMS. Without a verified EIN, your numbers cannot be registered.

How to get your EIN

Getting an EIN is free and takes about 15 minutes on the IRS website. Your EIN is issued immediately at the end of the application — you do not have to wait.

Go to the IRS EIN Online Application and click Apply Online Now
Select your business structure (sole proprietor, LLC, etc.)
Enter your business name, address, and basic details
Submit — your EIN typically appears on screen immediately

Heads up: The IRS online application is available Monday–Friday, 7 a.m. to 10 p.m. Eastern Time. It is not available on weekends or federal holidays.

Using your EIN confirmation letter (IRS Notice CP 575)

After you apply, the IRS will mail you IRS Notice CP 575 — your official EIN confirmation. This notice shows your busine

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