T018

Incorrect caller ID showing on outbound calls from Flex

Ticket

When our agents make outbound calls from the Flex agent desktop, the caller ID showing to the recipient is not our main business number (+15559876543) as configured. Instead, some calls show a completely different Twilio number and some show 'Unknown'. This is confusing our customers who look up the number and don't recognize it as us. We set the callerId in the Flex Outbound Call configuration to our verified number. This is intermittent - roughly 1 in 10 calls has the wrong caller ID.

Gold label: bug / medium

Results by run

openai · gpt-5.5

2026-10-04 17:23 UTC · prompt ef0017a

config

medium

escalate: no

Summary

Outbound calls from Flex intermittently present an unexpected or unknown caller ID instead of the configured business number.

Suggested first response

Thanks for reporting this. Flex initiates the outbound call, but the caller ID ultimately comes from the underlying voice call-origination flow, such as Studio, TwiML, Functions, or other backend logic. Please send a few recent Call SIDs where the caller ID was wrong and one where it was correct, along with the approximate timestamps and agent IDs, so we can compare the originating flow and confirm which From/callerId value was used for each call. In the meantime, please review any custom outbound call flows or plugins to ensure they consistently pass +15559876543 as the callerId/from value for all outbound paths.

KB citations

kb-015

442 output tokens · 5.7s · 1 attempt(s)

anthropic · claude-sonnet-4-6

2026-10-04 17:20 UTC · prompt ef0017a

bug

medium

escalate: yes

Summary

Outbound calls from Flex intermittently display an incorrect or unknown caller ID instead of the configured business number, affecting roughly 1 in 10 calls.

Suggested first response

Thank you for reaching out. We understand how disruptive incorrect caller ID display can be for your customers. While the Flex desktop initiates the outbound call, the caller ID presented to recipients is determined by the underlying voice call-origination logic — such as your Studio flow, TwiML, or Functions backend — rather than the Flex UI itself. We recommend reviewing the following: (1) Confirm the callerId set in your Flex Outbound Call configuration matches your verified number (+15559876543). (2) Inspect the voice call logs and Twilio Debugger for the affected calls to identify which 'from' number is actually being used at the point of call creation. (3) Check any Studio flows, TwiML Bins, or Functions involved in outbound call orchestration to ensure they are not overriding the caller ID. (4) If you are using a custom Flex plugin to initiate calls, review its call-creation logic for any conditions that might pass a different or empty 'from' value. Since this is intermittent, capturing the Call SIDs of affected calls will help us pinpoint the pattern. Could you please share a few Call SIDs where the wrong caller ID was observed so we can investigate further?

KB citations

kb-015

344 output tokens · 11.3s · 1 attempt(s)