Conversations Glitching? Here's What’s Going On?

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.

What's Happening

1. Leads sometimes call anonymously, meaning their caller ID is hidden or not traceable.
2. Instead of showing their actual phone number, the system logs these calls under a generic or placeholder number (e.g., +266696687).
3. As a result, all anonymous calls using this placeholder number get grouped together.
4. This 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.

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.

Message Details modal showing the source integration

What's Happening

1. This issue usually happens when your Twilio number is included in a group text or conversation involving contacts outside the US or Canada.
2. Currently, the system does not support Group Texting or Group SMS for international numbers.
3. Because of this limitation, replies from each participant in the group are routed into separate, individual conversation threads instead of staying within one group thread.
4. Although it may look like a system error, this is actually expected behavior based on the current functionality restrictions for group messaging outside of the US and Canada.

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.