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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 Recent or Oldest, and search by number or message text.

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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, attach the conversation to their lead. It merges into the lead’s thread in the Inbox and stops being “unknown”.
3

Save it as a driver or carrier contact

If it is a driver, save them against the carrier. Future calls from that number arrive already identified.
4

Create a new shipment from it

If it is a genuine new customer, create the shipment straight from the conversation instead of re-typing everything.
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.