If the User (who logged in to send the SMS) is in the sub-account's My staff tab and has a Twilio Number assigned to himself or herself, the lead will get the SMS from the Twilio number assigned to that User. If the Twilio number is SMS incapable, we use the default number to send out the SMS instead.
Learn more about Phone numbers for users / Assign Twilio Numbers to Users
Go to sub-account Settings > My staff > Edit the user
Expand Call & Voicemail Settings
If the User (who logged in to HL) is not inside that sub-account OR the User doesn't have a Twilio number assigned, we will first use
1. Channel number (first Twilio number ever used with that contact)
If that number got removed, we will then use:
2. Default outbound number
When we hover over the text messages in the conversation, we can click on the three dots to view Details. This helps to indicate which Twilio number is used when sending SMS.
Check out why SMS still coming from old Twilio number when I got a new one?