Why Conversations and Calls Look Merged or Split in Sparkforge

By Sparkforge Support Team ·Last reviewed May 3, 2026

Calls from multiple people grouped under a placeholder number (like +266696687) come from anonymous callers whose carriers don't send caller ID. Replies splitting into separate threads happen because group SMS isn't supported outside the US/Canada.

Two patterns cover most reports of "glitching" conversations in Sparkforge: anonymous callers stacking under a single placeholder number, and group SMS replies landing in separate threads. Both are working as designed — here's what's actually happening.

Multiple callers showing under the same number (e.g., +266696687)

What's happening

When a caller's carrier or VoIP provider doesn't send caller ID, Sparkforge can't display a real number. The system logs these calls under a generic placeholder like +266696687. Because Sparkforge identifies contacts by phone number, every anonymous call gets routed to the same contact record.

What you can do

You can't unmask an anonymous caller. If the upstream carrier strips caller ID, no platform can recover it. Options:

  • Set a workflow to ask anonymous callers to identify themselves (voicemail prompt or IVR).
  • Block calls with no caller ID at the number level if the noise outweighs the leads.
  • Treat the placeholder contact as a queue and split out real leads as they identify themselves.

Replies splitting into separate threads (group SMS)

What's happening

Sparkforge supports group texting only on +1 (US/Canada) long code numbers. Toll-free numbers, short codes, and international numbers cannot participate in group threads through Twilio.

If your number is in a group thread that includes a non-US/Canada participant, replies from each participant are routed into separate one-on-one conversation threads instead of a single group thread.

What you can do

  • For group texting, use a US or Canada long code number.
  • For international participants, run separate one-on-one threads — group SMS isn't an option.
  • If you need broadcast-style messaging, use a Sparkforge SMS campaign instead of a group thread.

Still seeing odd behavior?

If conversations are merging or splitting in ways neither pattern explains, capture specific examples (numbers, timestamps, screenshots) and contact Sparkforge support so the edge case can be isolated.

Frequently Asked Questions

Why are multiple callers showing up as the same number in Sparkforge?
Those calls came in without caller ID. Sparkforge logs them under a placeholder number (e.g., +266696687), and because contacts are matched by phone number, all anonymous calls land on the same contact record.
Can I unmask an anonymous caller?
No. If the caller's carrier or VoIP provider doesn't send caller ID, no system can recover it. You can prompt the caller to identify themselves via voicemail or IVR.
Why are SMS replies showing in separate conversation threads instead of one group thread?
Group SMS is only supported on US/Canada long code numbers. Toll-free numbers, short codes, and international numbers can't participate in group threads, so replies split into individual threads.
How do I send group texts in Sparkforge?
Use a US or Canada long code number with all participants on US/Canada numbers. For broadcast messaging, use an SMS campaign instead of a group thread.

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