Number Masking

Use case

Phone Number Masking For Customer Privacy

Use our call masking service to connect your customers to drivers, delivery personnel, or vendors – without revealing their personal phone numbers.




What is number masking?

Phone number masking (also known as call masking) is the best way for businesses to safeguard their customers’ identity, and prevent misuse of their sensitive information. This solution works by anonymizing the participating phone numbers by connecting the call through a temporary proxy phone number.

Trusted By

Practo Use Case
FlipKart Use Case
RedBus Use Case
Ola Use Case
Quikr Use Case

How Phone Number Masking Solution Works


Driver/Executive gets assigned to a customer

Clicking on the ‘call customer’ button in the app automatically makes a call to Exotel’s virtual number.


Exotel reaches your server

Exotel pings your server with the driver’s/ executive’s details. Your server returns the corresponding customer’s number.


Exotel dials customer number

Exotel connects the assigned executive to the respective customer.


Customer’s number gets anonymized

Customer/passenger numbers are masked from drivers/executives as virtual number acts as a bridge between the parties.


Try Exotel’s number masking solution free for 7 days

Get 1000 free credits on Sign-Up

How businesses use phone number masking

Take a glimpse of how Exotel’s number masking solution helps businesses on a day to day basis

Advantages of masked phone numbers


Ensure customer privacy

Your customer’s phone number is never revealed during the transaction. After all, the onus of protecting the customer’s privacy falls on the business


In-platform transactions

Number masking is also the best way to avoid off-platform transactions thereby allowing you to monetize better


Save cost

Call your customers without depleting your employees’ mobile balance. Connecting them via Exotel is more cost efficient


Track & analyse

Track, record and analyse all your customer conversations to gain insights in real-time

How businesses use phone number masking solution


Managing vendor and buyer conversations

For a marketplace, it’s critical to track and manage all the leads. It’s also important to prevent conversations from going off the platform. Number masking for communication can greatly help you achieve both.


Last-mile delivery tracking

Phone number masking feature allows the delivery agent to reach the customer over a call in case they need to without having access to their phone number.


Driver and customer communication

Using number masking ensures that customer information is not shared with the drivers. This helps in protecting the customer’s privacy and to prevent misuse of sensitive data.

Industries that use number masking


Ecommerce, 3PL and Food Delivery

Number masking allows delivery agents to connect with customers without revealing contact details. This is enables companies to safeguard customer privacy and be compliant with the PDPA and other similar laws.



It’s crucial to use number masking for lead tracking and prevent conversations to move out of the platform.


Cab and bike aggregators

Using Number Masking, companies ensure that sensitive customer information is not shared with drivers. This adds to the safety of the passenger when traveling.

Leading businesses use our call masking solutions


How Ola implemented number masking using Exotel

Read More


Swiggy uses number masking to protect their customers’ privacy and give them a seamless experience

Read More


Number masking feature shields their customers’ privacy and offers superior communication

Read More


Mobile Number Masking

Mobile numbers have become a person’s identity. The onus is on businesses to ensure that the privacy of their customers is protected. This whitepaper gives you details why this is necessary


What is call masking?

Call masking is a cloud-based call privacy solution that is used by businesses to safeguard their customers’ privacy.

Used mostly by E-commerce, cab aggregator, and food delivery companies, a call masking solution makes use of Voice APIs and a pool of temporary virtual numbers to connect the customers and the agents, all without revealing the actual phone numbers to each other.

Learn more about phone number masking through our whitepaper here.

How does a call masking solution work?

To explain this let's take the example of a food delivery company. Whenever a customer places an order, Exotel’s Voice API assigns a temporary virtual number for the transaction and the delivery agent gets a click-to-call button in his/her app.

As soon as the delivery agent clicks on the call button, the temporary virtual number calls the customer’s number, and thus, the delivery agent gets connected. 

This way, as the temporary virtual number acts as a bridge between the two, both the delivery agent and the customer cannot see each other’s real phone numbers.

Read how Swiggy uses Exotel’s number masking solution to protect their customers’ privacy.

Why is call masking necessary?

This is an especially serious and important question for E‐commerce, Logistics, Cabs on-demand, and Marketplace models of business. These are verticals where the customer’s phone number needs to be shared with the delivery person, a driver, a vendor, etc.

Therefore, in order to safeguard both the customers’ as well as the agents’ privacy, implementing a call masking solution is a must. Download our free whitepaper on Number Masking to get complete details.

Additionally, a big plus point for the businesses is that all the conversations will happen only on their platform, and they get complete control over the call data. 

Learn how businesses are moving their customer communication to the cloud

What are the typical use-cases of phone number masking?

Following are some of the popular use-cases of phone number masking:

  • Cab aggregators: Connect drivers and riders without revealing the rider’s phone number. Read how Ola does it.
  • E-commerce, Logistics, and Food Delivery: Connect delivery agent and customer without revealing either party’s phone numbers. Read how Swiggy does it.
  • BFSI: Connect relationship managers and customers while protecting their privacy.
  • Healthcare: Connect patients and doctors for teleconsultation. Read how Netmeds does it.
  • Education: Connect teachers and parents while safeguarding their privacy

How does the pricing works for the number masking solution?

The number masking solution makes use of 2 call legs to connect the caller and the callee. Therefore, a 2 call-leg price will be applicable here. Also, you need to buy a pool of virtual numbers and an API from our platform to implement this solution.

To get complete information on pricing (and volume-based discounts), please contact our sales team. Alternatively, you can also try our number masking solution free for 15-days by registering here (No credit card required).

Contact Sales

Asia’s most innovative companies use Exotel

Chirag Patel

Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.

Engineering Manager, 1mg

Ankur Aggarwal

What impressed me the most about the Exotel team was their proactive approach to addressing potential issues before they even arise. Rather than simply reacting to problems, they make a genuine effort to understand their client's specific requirements and develop solutions to meet those needs without prompting. Their ability to anticipate customer needs is truly exceptional.

Co-founder, Dunzo

Shashank ND

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

Co-Founder & CEO, Practo

Prateek Jain

The number masking feature has been a very worthy addition to making our customer experience even better.

Former Associate Director - Driver Experience, Olacabs

Kumar Vinod

We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.

Senior Manager - Operations, redBus


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Senior Manager - Operations and Strategy

Praveen Kumar

Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.

Assistant Vice President, Quikr Services

Ranjana DK

An excellent, user friendly and cost effective platform. Automations make it very easy for the caller and receiver to interact efficiently. We are truly glad to have moved to Exotel.

Sales and Marketing Manager, T0rq03 Sports & Adventures

Satish Chugh

Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.

Senior Manager- Last Mile Design, Ekart

Try Exotel’s number masking solution free for 7 days

Get 1000 free credits on Sign-Up

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