Adaptive AI Knowledge Base
Conversations & Customer Communication
Are your calls and messages acting weird in the platform? Maybe you're seeing different people showing up under the same number — or replies scattered across separate conversations?
Don't worry — you're not alone, and this quick guide will help you pinpoint what's happening.
Scenario 1: Same Number, Different Callers
Incoming calls from different people all showing the same number (e.g., +266696687).
What's Happening
- 1Leads sometimes call anonymously, meaning their caller ID is hidden or not traceable.
- 2Instead of showing their actual phone number, the system logs these calls under a generic or placeholder number (e.g., +266696687).
- 3As a result, all anonymous calls using this placeholder number get grouped together.
- 4This causes multiple leads' calls to merge into a single contact or conversation in the system, making it difficult to distinguish between them.
Why This Matters
Because the platform identifies contacts based on phone number, all anonymous calls get grouped under the same contact. That's why conversations are merging or stacking incorrectly.
You cannot "unmask" an anonymous call. If the caller's carrier/VoIP provider does not send a caller ID, the platform cannot retrieve or display it.
Support doc: Why am I getting calls from these strange numbers?
Check the Message Source Before Escalating
If a message appears to have been sent unexpectedly, review the message details in Conversations before escalating the issue. Messages sent through a Marketplace App or custom provider can include source information that helps identify which integration triggered the message.
This can help you confirm whether the message came from an installed app, a custom provider, or another connected source.
Scenario 2: Replies Splitting into Separate Conversations
Replies in separate conversations, instead of one shared group thread.
What's Happening
"We now support Group Texting, but it's important to note that this feature is only available for +1 (US/Canada) long code numbers. Toll-free numbers and short codes can't participate in group texts through Adaptive AI Phone."
- 1This issue usually happens when your Adaptive AI Phone number is included in a group text or conversation involving contacts outside the US or Canada.
- 2Currently, the system does support Group Texting or Group SMS for international numbers.
- 3Because of this limitation, replies from each participant in the group are routed into instead of staying within one group thread.
- 4Although it may look like a system error, this is actually based on the current functionality restrictions for group messaging outside of the US and Canada.
Wrap-Up
Conversation glitches — such as calls from multiple people showing under the same number, or replies splitting into separate threads — are usually caused by anonymized caller IDs, formatting inconsistencies, or multi-channel interactions.
If issues continue, don't hesitate to contact Support with detailed examples — our team is here to help resolve these edge cases quickly.