A Copilot seat is a dedicated phone line for a user that lets them call, text, and email a contact one to one inside Fello. It is what makes Felix's work a two-way operation: Felix runs the outreach and hands off, and a teammate with a seat picks up the conversation in Fello.
This guide explains what a seat unlocks, how Felix's own numbers differ from your line, how to request a seat, and how admins provision and assign company phone numbers.
In this guide:
- What a Copilot seat unlocks
- Felix's numbers and your Copilot line
- Request a Copilot seat
- Assign seats and manage numbers (admins)
- FAQs
What a Copilot seat unlocks
A Copilot seat unlocks the actions a teammate takes inside Fello:
- Call, text, and email a contact: Reach a contact one to one from Conversations.
- Shared inbox distribution: Receive conversations routed to a team shared inbox you belong to.
Without a seat, you still receive live transfers from Felix, but these actions are unavailable and the composer prompts you to add a seat. Learn more about Conversations.
Felix's numbers and your Copilot line
Felix's phone numbers are separate from your Copilot line:
- Felix's outreach numbers: Felix reaches out from a pool of rotating numbers, kept consistent for each contact.
- Felix's direct line: Warm transfers and notifications come from Felix's direct line, which is not used for outbound prospecting. Learn more about handoffs and warm transfers.
- Your Copilot line: Your seat gives you your own dedicated number for one-to-one calls and texts in Fello.
Request a Copilot seat
If you do not have a seat yet, you can request one.
- Go to Settings > My Phone.
- Under Copilot Number, use the option to request one from an admin. The status changes to Request Sent to Admin.
- Once an admin assigns your seat, your number appears here as your Copilot Line, ready to use.
After your seat is assigned, you can set up forwarding, incoming-call routing, and your voicemail greeting. Learn more about managing your phone, voicemail, and call settings.
Assign seats and manage numbers (admins)
🗒️ Note: Assigning seats and managing company numbers requires account settings access. Learn more about roles and permissions.
Manage company phone numbers
Go to Settings > Phone to manage your company's phone numbers. 
A green Compliance Approved banner appears once your business is registered with carriers for calling and texting. Learn more about business registration and texting.
Add a new number
To provision a new number and assign it as a Copilot seat:
- On the Phone page, click Get New Number in the top-right corner.
- Get Number: Enter an Area Code, click Generate, and select a number from the list.
- Assign: Set the Number Type to Copilot Seat, add an optional Name, and choose the user under Assign To.
- Review: Confirm the details and click Confirm. The number is provisioned instantly.
Assign a seat to a user
You can also start from the user.
- Go to Settings > User Management.
- Requests from users appear under the Pending Requests tab. Click Assign Seat to fulfill a request, or Dismiss to decline it.
- To assign without a request, open the Users tab and click Assign on the user's row, or open the row's 3-dot menu and select Assign Copilot Seat. Enter an Area Code, click Generate, select a number, and click Assign Seat.
The Users tab shows a Copilot Seats count and a Copilot Seat column, so you can see who has one. Learn more about adding and managing users.
Reassign or relabel a number
To change a number's assignment or label, hover its row on the Phone page, click the edit (pencil) icon, and update the Name, Number Type, or Assign to user in the Manage Number panel.
Frequently asked questions
- Do I need a Copilot seat to receive a handoff?
- No. You receive live transfers from Felix without a seat. Calling, texting, or emailing a contact yourself in Fello requires a seat.
- How do I get a Copilot seat?
- Request one from Settings > My Phone, and an admin assigns it.
- Does Felix use a Copilot seat?
- No. Felix uses its own numbers: a rotating pool for outreach and a direct line for warm transfers and notifications. Copilot seats are for your team.
- Why can't I call or text in Conversations?
- Those actions require a Copilot seat. The composer prompts you to add one. Learn more about Conversations.
- Do I need a Copilot seat just to see conversations?
- No. You can view conversations and receive handoffs and live transfers without a seat. A Copilot seat is required to call, text, or email a contact yourself in Fello.