What the issue is
When your phone system forwards a call to Superchat, the call should carry two numbers:
The caller's number: the number of the person who is calling you.
The forwarding number: your business' number (the one that forwards the call to Superchat).
On your setup, this information is not arriving correctly. Instead of the caller's real number, calls keep arriving with one and the same number, usually the number of your phone system or phone line itself. This means the calls themselves are not being accepted by the agent.
Superchat checks this continuously on every AI-Agent number. When incoming calls are not carrying real caller numbers, the setup is flagged with this critical issue.
Why we stop calls in this state
One of the core strengths of your AI-Agent is that it knows who is calling. It can access the caller's chats, previous calls, and other conversations on the same contact, and use that context during the call.
This only works if every caller arrives with their own number, and if the call reaches us through your phone line, so we can be sure it is really your caller. On your current setup, Superchat cannot verify that. All your callers might then be treated as one single contact, sharing one conversation and call history. A caller could ask the AI-Agent what was discussed in the previous call, and get information from an entirely different person's call.
To prevent this, Superchat stops taking these calls. However, you can set a backup number to ensure you don't miss these calls entirely.
If you have set a backup number, incoming calls are forwarded there. Your callers still reach you, just not the AI-Agent.
If no backup number is set, incoming calls are not connected.
All workspace admins are notified by email when a number is flagged.
How to fix it
There are two typical causes, and both are fixable:
1. Ensure the forwarding number in Superchat matches what your phone system is sending
Some phone systems don't send the number you'd expect when forwarding a call, for instance, an internal routing number may be being sent.
As a rule of thumb: if the number your customers call doesn't match the forwarding number saved in Superchat, the setup won't work.
Check the forwarding number in your AI-Agents phone settings and correct it if needed. Which number your system sends depends on the phone system, so if you are still having issues, contact our support.
⚠️ Note: It is best to replace the existing forwarding number rather than deleting it and setting it up again. If you delete your agent's forwarding number and create a new one, a new Superchat number is assigned to your agent, and the forwarding in your phone system still points to the old one.
2. Prevent your phone system from replacing the caller's number when forwarding
In this case the fix happens in your phone system, not in Superchat. Your phone system must transmit the original caller's number when it forwards calls to your Superchat number. The relevant option is usually part of the call forwarding or trunk settings.
Depending on the provider, it is usually called:
CLIP no screening, or
Pass through caller ID
Some providers need to enable this on their side, so ask your phone system provider if you cannot find it.
Then confirm the fix in Superchat. Open the warning on your AI-Agent number and select Mark as fixed. Superchat then rechecks your setup over the next incoming calls. During this re-check, calls are answered by the AI-Agent again.
If the setup gets flagged again after the re-check, contact our support and we will look at your setup together.
While you work on the fix
Set a backup number.
A backup number is a safety net, not a solution: calls forwarded to it bypass your AI-Agent completely, but it makes sure you do not miss calls while the fix is in progress.
Accept the risk.
As a workspace admin, you can choose to ignore the issue and let the AI-Agent answer calls despite the warning. Only do this if you understand the consequence:
When callers are not identified correctly, one caller can access another caller's information.
We recommend fixing the setup instead, unless you are certain this is the right way forward for you, for example, because you want to allow calling your Superchat number directly.
FAQ
Why did this appear now? My setup worked before.
Why did this appear now? My setup worked before.
Superchat evaluates every AI-Agent number continuously based on recent calls. A change in your phone system, your provider, or your forwarding configuration can cause caller numbers to stop coming through, even if the forwarding itself still works.
Do my callers notice anything?
Do my callers notice anything?
With a backup number set, callers are forwarded there and can reach you normally. Without one, calls to the AI-Agent are not connected, so fix the issue or set a backup number as soon as possible.
I only ever see one number in my call history. Is that this issue?
I only ever see one number in my call history. Is that this issue?
Yes, that is the typical symptom: every call in your AI calls overview shows the same caller number, usually your own line or system number.
What if my provider does not support passing the required numbers?
What if my provider does not support passing the required numbers?
Contact our support before you give up on the AI-Agent. Often the issue is the forwarding number in Superchat rather than the provider, and we will check which options your setup allows. Set a backup number meanwhile so you do not lose calls.
Can I just keep using the backup number?
Can I just keep using the backup number?
It works, but you lose what you set the AI-Agent up for: calls on the backup number are not answered by the AI-Agent at all. Treat it as a temporary bridge while you fix the setup.