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Overview

Z360 includes built-in fax support, letting you send and receive fax documents without a separate fax machine or service. Fax conversations appear alongside all your other channels in the Inbox, so everything stays in one place.
Fax requires a dedicated fax number. A regular VoIP phone number cannot send or receive faxes. You will need to purchase a separate fax number from Settings before using this feature.

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Buy a Fax Number

Before you can send or receive faxes, you need to purchase a dedicated fax number.
  1. Go to Settings from the left sidebar.
  2. Under Account Settings, click Fax.
  3. Click the Buy Numbers tab.
  4. Browse available fax numbers and select one that fits your needs.
  5. Complete the purchase. The number will appear under the Manage tab once active.
Once your fax number is active, you will see it listed with its alias, number of conversations, and default assignee.

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Manage Your Fax Numbers

You can view and configure your fax numbers from Settings → Fax → Manage. Each fax number card shows:
  • Number — The fax number assigned to your account.
  • Status — Whether the number is Active.
  • Alias — A friendly name you can set to identify the number.
  • Conversations — Total fax conversations tied to this number.
  • Default Assignees — The team member automatically assigned to incoming faxes on this number.
Click the three-dot menu (⋯) on any number card to edit its settings or release the number.

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Send a Fax

Faxes are sent as PDF documents from the Inbox.

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Start a New Fax Conversation

  1. Go to Inbox from the left sidebar.
  2. Click + New Conversation.
  3. In the modal, click the Fax tab.
  4. In the From field, select your fax number from the dropdown.
  5. In the To field, enter the recipient’s fax number (include country code, e.g., +1).
  6. Under What would you like to add?, leave it set to Reply or select the appropriate option.
  7. Under PDF Document, click the upload area and select a PDF file (max 50MB).
  8. Click Send Fax.

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Reply with a Fax in an Existing Conversation

If you are already inside a fax conversation in the Inbox:
  1. Click the upload area at the bottom of the conversation that says Click to upload a PDF (max 50MB).
  2. Select the PDF you want to send.
  3. Click Send Fax.

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Receive a Fax

Incoming faxes are automatically routed to your Inbox as conversations tagged with Fax. Each fax message shows:
  • The number of pages in the document.
  • A download icon to save the PDF locally.
  • The timestamp of when it was received.
You can assign the conversation to a team member, add notes, create tickets, or manage it like any other inbox conversation.

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Troubleshooting

Fax shows as “Failed” This usually means the recipient’s fax line was unavailable or rejected the transmission. Verify the destination number is a working fax line, not a regular phone number, and try again. Fax shows as “Queued” Your fax has been submitted and is waiting to be transmitted. This is normal during high-volume periods. It will send automatically once processed. No action is needed. I can’t select a fax number in the “From” field You do not have an active fax number yet. Go to Settings → Fax → Buy Numbers and purchase one before sending. My uploaded PDF was rejected Make sure the file is a valid PDF and does not exceed 50MB. Files in other formats (Word, images, etc.) are not accepted. Convert the file to PDF before uploading. I can’t find incoming faxes in my Inbox Use the filter icon in the Inbox search bar and filter by channel or tag. Incoming faxes are tagged as Fax. Also confirm the fax number has the correct default assignee set under Settings → Fax → Manage.

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Frequently Asked Questions

Can I use my existing phone number to send faxes? No. Regular VoIP numbers in Z360 do not support fax transmission. You must purchase a dedicated fax number from Settings → Fax → Buy Numbers. What file types can I send? Only PDF files are supported. The maximum file size is 50MB per document. Is there a limit on the number of pages I can fax? There is no page limit enforced by Z360, but very large documents may take longer to transmit or may be limited by the recipient’s fax hardware. Can my AI agent send or receive faxes? Not at this time. Fax conversations must be managed manually by a team member. Can I have multiple fax numbers? Yes. You can purchase additional fax numbers from Settings → Fax → Buy Numbers and manage them separately with different aliases and assignees.

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Tips

  • Set an alias for each fax number (e.g., “Main Office Fax”) so your team can easily identify the right number when sending.
  • Set a default assignee on each fax number so incoming faxes are automatically routed to the right team member without manual reassignment.
  • Check Attachments in the right panel of a fax conversation to quickly access all PDFs exchanged in that thread.