Callers
The caller profiles an agent builds by phone number, and how to add, route or remove one by hand.
Every agent has a Callers page listing the people it knows by phone number, with their last topic, call count and last call date. Open a caller to see everything held about them, including a preview of what the agent receives when that number rings.
What a profile holds
With caller memory on, a profile is written per agent per phone number after the call, by the post-call analysis pass:
| Held on the profile | Where it comes from |
|---|---|
| Phone number | The call itself |
| Name | The name the caller gave during the call |
| An email address given during the call | |
| Recent calls | A short summary of each call, with its topic and outcome |
| Durable facts | Up to five per call, extracted by the analysis |
| Call count, first seen, last seen | Counted automatically |
Durable facts
Durable facts are stable things about the person that would help on a future call: "Prefers morning appointments", "Drives a 2019 Corolla", "Dislikes being put on hold".
The analysis avoids one-off events (that is what the call summary is for). Facts are capped at 20 per profile and 120 characters each, oldest rolling off. A call whose summary is empty or unusable adds no entry to the recent-calls list, but still counts towards the caller's total.
A caller profile holds the caller's phone number, and their name and email if the call revealed them. Transcript redaction applies to transcripts, not to profiles. Treat the Callers list as customer data and see Privacy.
What the agent is handed on the next call
When memory is on and a recognised caller rings, the agent receives a short context passage before the conversation starts: the caller's name, a confidence note, recent calls as dated one-liners, and durable facts. A recent call reads:
Yesterday they called about opening hours: asked about parking as wellThe exact wording follows the identity setting. Under Check first the passage instructs the agent to confirm before relying on details. Under Use quietly it tells the agent not to announce recognition or recite history unprompted. If no name was ever captured, the agent is told only that someone called from this number before.
Adding a contact by hand
Add contact creates a profile. Give the number in international format
(+61400000000), optionally a name, and notes as one line each:
Prefers morning appointments
Manages the Fitzroy storeA profile you created is treated as yours: the post-call analysis will not overwrite your name or silently add facts. Instead, anything it learns appears under Suggested from recent calls for you to keep or dismiss. Dismissed suggestions are not proposed again. The recent-calls list still fills in automatically.
Routing a number straight to a human
Route straight to a human bridges a call from that number to a person the moment it connects, skipping the agent entirely. Leave the destination blank to use the agent's own transfer number, or enter a different one.
This works whether or not caller memory is on, because the profile is looked up on every call that carries a number.
Removing a profile
Remove contact deletes the caller's name, notes and call history for that agent. Turning caller memory off deletes nothing on its own -- see Caller memory.