# Memory - Conversation Recall
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.
***
## 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.
***
## 🔐 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.
***
## 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.
***
## 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.
***
## 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**
***
### ⚠ 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
***
## 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.
***
## 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.
***
## 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.
```
***
## 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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