The Memory feature lets your AI receptionist remember information about callers across conversations. Each time someone calls in, the receptionist updates what it knows about that person. This means returning callers get a more personal experience without you lifting a finger.
1. How to view a contact's memory
Go to 'Contacts' on the left-hand sidebar. Click on any contact to see what your receptionist remembers about them.
You can also access a contact from your call log. Click on a call, then click the contact icon in the top right corner. This takes you to the contact's information, memory, and notes.
2. Add notes to a contact
Click on a contact and use the 'Notes' field to add information you want the receptionist to know. This is useful for details that haven't come up in a call but are important for how the receptionist handles that person.
3. Personalize your greeting with the caller's name
Go to Agent Settings and update your greeting to include the caller's first name using a template variable:
"Hi {{first name}}, you've reached Total Care Pet Clinic. How can I help you today?"
If the caller's first name isn't available, the receptionist will skip it and continue with the rest of the greeting naturally.
4. Guide how your receptionist uses memory
You can add instructions to your knowledge base to control how the receptionist uses what it remembers. For example, you might instruct it to greet returning callers by name, reference their last appointment, or note a preferred contact method.
What your receptionist knows about each caller
When a contact calls in, the receptionist has access to:
The contact's name
Their phone number
Any notes you've added
Memory from previous calls
Two ways to access a contact
Click 'Contacts' on the left-hand sidebar and find the contact directly.
Click on any call in your call log, then click the contact icon in the top right corner to view and edit the contact's information.
Clearing memory
If you need to reset what the receptionist knows about a caller, click on the contact and clear the memory.
This is especially helpful during testing. If you're placing test calls and pretending to be different people, clearing the memory prevents the receptionist from mixing up your test scenarios.