In the Retention Pro Message Center, if a number is not saved in your system, it may appear as "Unknown Customer" in the conversation.
A conversation in the Retention Pro Message Center may display "Unknown Customer" or "Unknown Caller" as the name when the phone number has not been linked to a customer profile within your system.
Generally this happens when a customer texts in to your Retention Pro number before they have a customer profile established. When a customer sends a text message to your Retention Pro number, the system automatically creates a placeholder customer record for them. Since no name was entered previously, this record is labeled as "Unknown Customer" or "Unknown Caller"
In some cases, this may lead to a conversation displaying both the customer’s name and "Unknown Customer" if the customer profile is created in your point of sale system after the initial interaction and brought over to Retention Pro in a sync.
An example of this would be a conversation showing "Jane Doe or Unknown Customer" or "Unknown Caller or John Smith" for the name. 
To clear the "or Unknown Caller/Customer" addition to the name display you would just need to remove the phone number from the Unknown Customer record. This can be done by following these steps:
- Click on the customer's name in the Message Center to open their customer profile
- From the customer profile you will find a "Phones" area on the right side of the screen.
- Under the phone number you will see a notice that the phone number is associated with another customer. Click on the "Unknown Customer" link in that notice.
- This will open the placeholder customer profile that was created.
- On the Unknown Customer profile go back to the "Phones" section on the right side of the profile and click on the red delete button below the phone number.
- Only delete the phone number from the Unknown Customer profile, not the correct customer profile.
- After completing this step, return to the Message Center and refresh the page. The conversation should now display the customer's name without the "or Unknown Customer" addition.