When your phone system forwards a call to Superchat, the call should carry two numbers: the caller's number (the number of the person calling you) and the forwarding number (your business number, which is forwarding the call to Superchat).

On your setup, this information isn't coming through correctly. Instead of the real caller's number, calls keep arriving with one and the same number, usually your phone system's or phone line's own number. This means calls themselves are being answered by the agent, but your own phone number is showing up as the caller. Superchat continuously checks this for every AI Agent number, and flags the number with this critical issue when incoming calls don't carry real caller numbers.

One of your AI Agent's core strengths is knowing who is calling, and being able to access chats, previous calls, and other conversations with the same contact. This only works if each caller arrives with their own number. Otherwise, all your callers could end up being treated as a single contact, sharing one conversation and call history.

To prevent this, Superchat stops answering these calls once the issue is detected. However, you can set a backup number so you don't miss these calls entirely.

All workspace admins are notified by email as soon as a number is flagged.
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Your phone system needs to pass through the original caller's number when forwarding calls to your Superchat number. Depending on your provider, this option is called CLIP no screening or caller ID passthrough. Some providers need to enable this on their end first.
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Once fixed, confirm this in Superchat by opening the warning message and selecting Mark as resolved.

A safety net, not a solution, but it makes sure you don't miss calls.
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If callers aren't identified correctly, one caller could access another caller's information. We recommend fixing the setup instead.