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When a call or text arrives from a number that does not match any lead, it does not vanish and it does not get mixed into your customer threads. It lands in Interactions.
The Interactions screen with unmatched conversations on the left
Typical arrivals:
  • A carrier or driver calling about a load.
  • A customer texting from their second phone or their spouse’s phone.
  • A wrong number, or a reply to a message that was forwarded on.

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The filters

Sort by Newest activity or Oldest activity, and search by name, phone or lead #.

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What to do with one

Open the conversation and you can:
1

Read the thread and reply

You can text or call back from here exactly as you would in the Inbox — the whole thread, recordings and transcripts included.
2

Link it to an existing shipment

If it is a customer on a different phone, click + Lead in the conversation header. Add as a lead asks you to search for the lead and Save. The conversation attaches to that lead and stops being “unknown”.
3

Mark it as a driver

If it is a driver, click + Driver. Set Driver asks for the lead they are hauling, the carrier’s company name, the load board, and the driver’s full name and phone. The conversation moves to the Drivers tab and future calls from that number arrive already identified.
4

Start a conversation yourself

Create new chat opens a form — Full name, Phone, Email — for texting a number that has not written to you yet. The same form lets you Edit chat later.
Both header buttons are permission-gated, so an agent whose role cannot assign leads or drivers will not see them.
Work the Untagged tab like an inbox. Every conversation you tag once saves you identifying that number again.

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Notifications ending up here

If you set your personal notification SMS number or email to the same address you already use as a customer-facing contact, your own notifications will arrive as unknown conversations and clutter this screen. Use a different number and email in Settings → Notifications — see Notifications.

Inbox

Where a conversation goes once it is matched to a lead.

Carriers

Save drivers against the carrier record.