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With contact memory, your agents remember the people they talk to. After each call, what the person said that matters for next time is added to a short memory kept for their phone number. At the start of the next call, inbound or outbound, the agent knows it. A memory keeps durable facts:
  • the name the person goes by, and their language
  • what they want or are interested in
  • appointments, callbacks and other commitments, with their dates
  • concerns and objections
  • preferences, such as the best time to reach them
  • where things stand and what comes next
It never keeps payment card numbers, bank details, passwords, ID numbers or verification codes. When a call contradicts the memory, the latest call wins (a rescheduled appointment replaces the old time), and everything else that is still true is kept. A memory is at most 2,000 characters. The agent treats the memory as background: it confirms anything important before relying on it and never reads it out.

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Turn it on

On the agent’s Numbers tab, under Contact memory:
  • Remember what each call taught updates the memory after every call.
  • Use the memory on calls gives the agent the memory at the start of each call.
Or with the API:
Both are off by default. Memory belongs to your account, so every agent that uses it shares what is known about a person: an inbound agent knows what your outbound agent learned. Memory is not written from test-suite calls, web widget visitors (they have their own conversation memory) or callers without a phone number. Agents set to keep call metadata only never write it, and agents that redact personal data write it from the redacted conversation.

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See, correct or erase a memory

phoneNumber is E.164, for example +14155550123 (URL-encode the + as %2B).
Callback recognition works without contact memory: a lead returning your call is always recognized from your last call to them. Contact memory adds what every earlier call taught.