In order for Numa to text a customer back it needs to know the caller's phone number. Typically, when your business phone provider forwards a phone call to Numa that information is automatically passed to Numa. However, there are some providers don't do this automatically and may require you to change it.
Here is what a conversation might look like if you have this problem:
All of these voicemail messages are from a unique caller but that caller's phone number isn't being passed to Numa. The business's phone number is being passed through so all the messages are showing in a single conversation.
Common Providers with this issue
You'll need to log into your Google Voice account and make sure the following settings are off:
- "Screen calls" needs to be OFF
- "Show my Google Voice number as caller ID when forwarding calls" needs to be OFF.