# Why does a call show a phone number instead of a name?

The Name column falls back to the phone number when the caller is not known yet. It is shown in a muted style, so the cell never claims the number is a real name.

This happens when the contact has no name in your CRM, or when the call arrived before the contact record was filled in. Nothing is wrong with the call: its recording, transcript, and score are unaffected.

Once the contact is known, the name fills in on its own and the column shows it instead.

Read online: https://docs.closemagnet.com/articles/questions/why-does-a-call-show-a-phone-number-instead-of-a-name