> ## Documentation Index
> Fetch the complete documentation index at: https://help.berocker.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Interactions

> Calls and texts from numbers the CRM does not recognise yet — carriers, drivers and customers texting from a different phone.

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**.

<Frame>
  <img src="https://mintcdn.com/berocker/JlrUOS-Vn_pO8ZdT/images/app/interactions.png?fit=max&auto=format&n=JlrUOS-Vn_pO8ZdT&q=85&s=b9c190eae54ffb366ea414470e5b5352" alt="The Interactions screen with unmatched conversations on the left" width="3200" height="2000" data-path="images/app/interactions.png" />
</Frame>

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.

***

## The filters

| Tab          | Shows                                                                |
| ------------ | -------------------------------------------------------------------- |
| **All**      | Every unmatched conversation.                                        |
| **Unread**   | Only ones with messages nobody has read.                             |
| **Untagged** | Ones nobody has linked to a lead or driver yet — your working queue. |
| **Drivers**  | Conversations already identified as a driver.                        |

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

***

## What to do with one

Open the conversation and you can:

<Steps>
  <Step title="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.
  </Step>

  <Step title="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](/using/inbox) and stops being "unknown".
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  Work the **Untagged** tab like an inbox. Every conversation you tag once saves you identifying that
  number again.
</Tip>

***

## 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](/settings/notifications).

***

## Related

<CardGroup cols={2}>
  <Card title="Inbox" icon="comments" href="/using/inbox">
    Where a conversation goes once it is matched to a lead.
  </Card>

  <Card title="Carriers" icon="truck" href="/using/carriers">
    Save drivers against the carrier record.
  </Card>
</CardGroup>