Does a customer who calls three times create three leads?

No: the number is the key. If the same number calls back — missed call, then text, then a new call — everything converges into a single file enriched with each event, not three separate lines. The lead's status updates, the history grows, and if the AI recognizes a known customer, it picks up the thread instead of restarting. Same thing when a customer calls after replying to the text: the file links the call and the written conversation. The result: your statistics count contacts, not inflated duplicates.