# Work with grouped call threads (by phone number)
> Source URL for below info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/work-with-grouped-call-threads-by-phone-number

**Purpose:** Handle multiple interactions from the same person as a single workflow.

### Steps

- Calls are **grouped by the caller’s phone number** in the table. All entries inside a group typically belong to the same patient or task.
- Start with the **oldest unresolved row** in a group and work upward.
- Use **Primary Reason** and **Duration** to triage; brief failed attempts (e.g., `00:04`) may indicate a callback is needed.

### Tip and good practice

When you complete a task for a group, move/assign the open item to the right owner and update disposition (per your clinic process).
> Source URL for above info: https://api1.simboconnect.com/helpb/books/simboconnect-ai-phone-copilot/page/work-with-grouped-call-threads-by-phone-number