Memory - Conversation Recall

By Alex Bisbe. February, 17th 2026.

Persistent commercial continuity — agent by agent.

Memory allows your agent to securely resume conversations exactly where they stopped.

Instead of restarting from zero when a prospect calls again, the agent:

• Recognizes the phone number

• Requests name validation (GDPR compliance)

• Recovers the previous summary

• Continues from the last completed step

This is a structural UX upgrade — not just a feature.

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Why Memory Matters (UX & Revenue Impact)

Without Memory:

• Users repeat information

• Agents re-ask already confirmed details

• Momentum is lost

• Sales cycles extend

• Conversion drops

With Memory:

• Context persists

• Conversations feel human

• The commercial journey continues naturally

• Sales cycles shorten

This is especially powerful in:

B2B

Where decision cycles span days or weeks.

Energy, Telco, Insurance, Financing

Where customers compare before committing.

Memory removes friction and preserves intent.

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🔐 Data Protection & Validation Logic

Memory is secure by design.

If a caller has contacted before, the agent must say:

“I see that you called before. For data protection reasons, can you confirm your name so we can resume the conversation?”

If the name matches:

• The agent greets the caller by name.

• Summarizes the previous conversation.

• Continues exactly where it stopped.

• Avoids repeating confirmed information.

The agent remembers:

• Price discussed

• Tariff selected

• Surname

• Objections

• Last completed step

If the name does NOT match:

• The system assumes it is a different person.

• The conversation resets.

• The agent starts almost from zero.

This prevents cross-user data exposure when multiple people share a phone number.

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Already a Customer Logic

If after validation previous calls show the user is already a client:

• Redirect to Customer Support for service issues.

• If they want a new contract, resume the commercial process from the last completed step.

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How to Activate Memory (Agent by Agent)

Memory is configured individually per agent.

To activate:

1. Go to Agent → Config

2. Find Memory (days)

3. Enter the number of days

4. Click Save

If set to:

• 0 → Disabled

• 14 → Remembers last 14 days

• 30 → Remembers last 30 days

Each agent can have a different memory window depending on its objective.

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Recommended Memory Windows

Choose the number of days based on your sales cycle.

B2B

Recommended: 15 to 90 days

High-consideration B2C

Recommended: 15 to 30 days

Fast-decision B2C

Recommended: 7 to 15 days

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⚠ Important: Pricing & Promotion Expiry

If:

• Prices change frequently

• Promotions expire quickly

• Conditions vary weekly

Use a shorter Memory window.

The agent will remember previously discussed pricing. If pricing has changed, you must either:

• Add prompt logic to revalidate pricing upon resume

• Or reduce the memory window

This is critical for:

• Energy tariffs

• Telecom promotions

• Limited-time offers

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Dashboard: Viewing Conversation Chains

When the same customer calls multiple times within the memory window, the Dashboard shows:

• Call Details 1/2

• Call Details 2/2

• Navigation buttons (Next / Previous)

Each call has its own Call ID, but the interface lets you navigate across the conversation chain.

This allows you to:

• Follow the evolution of the sale

• Understand how objections progressed

• See how the deal was closed

• Review summaries incrementally

Memory enhances the live interaction — the dashboard lets you audit the journey.

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CRM & Post-Call Data

Memory does NOT merge calls internally.

Each call still generates:

• Transcript

• Summary

• Structured outcomes

• Tags

• Status (Valid, Sold, etc.)

After each call, post-call data is sent automatically:

• To HubSpot

• To Salesforce

• Or via Webhook to any external system

Depending on your integration setup:

• You can create a new Lead

• Update an existing Lead

• Add a Task/Activity per call

Each call remains traceable and independent at CRM level.

Memory affects the conversation experience — not the reporting logic.

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Script Requirement for Proper Behavior

You must include Memory-aware logic in your prompt:

# PREVIOUS CALL CONTEXT

If the caller has previously contacted us:

Say:
“I see that you called before. For data protection reasons, can you confirm your name so we can resume the conversation?”

If the name matches:
- Greet them by name.
- Summarize previous conversation.
- Continue exactly from the previous step.
- Avoid repeating confirmed information.

If the name does not match:
- Restart the conversation from the beginning.

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What Makes This Unique

This is not simple context recall.

It required:

• Phone-number-based session linking

• Controlled summary injection

• Name validation gating

• Secure reset logic

• Dashboard navigation support

• CRM-safe post-call isolation

It moves VoiceB from stateless automation to persistent commercial memory.

That shift increases:

• Trust

• Intelligence perception

• Conversion probability

• Sales efficiency

This is foundational infrastructure for autonomous revenue execution.

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