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Contact Memory is a single switch in the Configure tab, and it changes the character of every call from a returning customer. With it on, your agent recognises people you already hold in contacts and opens with what it knows. With it off, every caller starts from nothing.

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Before you start

  • An agent. See Create your first agent.
  • One minute.
  • Contacts in your workspace, otherwise there is nothing to remember. Callers your agent speaks to are saved as contacts as you go, so this fills up on its own.
  • You will be working in your agent’s Configure tab.

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Steps

1

Open the Configure tab

Open your agent and go to Configure. Contact Memory sits under Agent Information, below Answer Length.
2

Turn it on

Switch Contact Memory on and save.
3

Call from a number you already hold

Call your agent from a phone number that exists in your contacts. Your agent should greet you as somebody it knows rather than asking who you are. See Test your agent yourself.

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You will know it worked when

You call from a saved number and your agent uses your name, or refers to something from a previous call, without you telling it anything first.

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What your agent can see

With Contact Memory on, your agent gets the contact’s details plus a summary of recent calls, texts, and emails with that person. That is enough for it to:
  • Greet a returning customer by name.
  • Skip questions it already has the answer to, such as an address you gave last week.
  • Refer back to the last conversation, for example an appointment already booked.
  • Pick up a job that was left unfinished on a previous call.
With it off, every caller is treated as new, every time, even if they rang an hour ago.

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When to leave it off

  • Shared phone lines. A number used by a whole household or office will match the wrong person, and your agent will confidently greet the wrong name.
  • Callers you must not identify out loud. If anyone else could be in the room, saying a name and referring to a past call is a disclosure. Think carefully in healthcare and legal settings.
  • High volume anonymous enquiries. If almost nobody calls twice, the setting costs you nothing but it earns you nothing either.

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What else you can do here

  • Put the caller’s name into the greeting itself, once memory is on. See Set your greeting.
  • Have your agent collect and confirm the details you care about during the call, so the contact record fills itself in. See Write what your agent says.
  • Have your agent write back to your CRM after the call. See Update your CRM.

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If it did not work

Your agent does not recognise you. Check the number you called from matches the number saved on the contact, including the country code. A mobile saved without a country code will not match. It greets you with the wrong name. Two contacts share that phone number, or a shared line matched somebody else in the household. Merge or correct the contacts. It knows the name but nothing else. There is no call history with that contact yet. The summary builds from previous calls, texts, and emails, so a brand new contact has a name and little more. Callers ring from withheld numbers. There is nothing to match on, so those calls are always treated as new. That is expected.

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FAQ

Yes, with Contact Memory on in the Configure tab. Your agent gets the contact’s details plus a summary of recent calls, texts, and emails, so it can greet a returning customer by name and pick up where the last conversation ended.
It matches the caller’s phone number against your contacts. If the number is saved, your agent recognises the person. If the number is withheld or not saved, the call is treated as new.
Usually a shared line, or two contacts holding the same number. Check your contacts for duplicates. For lines used by a household or a whole office, turning Contact Memory off is the safer choice.
Yes. Campaign calls go to contacts by definition, so your agent has the details and the history for the person it is calling.
Be careful. Saying a name and referring to a past appointment out loud is a disclosure if anyone else can hear the call. Many clinics leave it off for that reason and confirm identity in the conversation instead.
No. Callers are saved as contacts as your agent speaks to them, so recognition improves on its own from the second call onwards. Importing an existing list just means it works from the first call.