Major release
Caller memory: agents remember the people they talk to
A returning caller picks up where they left off, without repeating themselves.
- Type
- New feature
- Shipped
- Areas
- Agents · Voice
Turn on caller memory and your agent remembers each person it talks to. On the next call it greets them like someone it has spoken to before and uses what it learned last time.
Group agents into a Memory pool so they share what they know about a caller. A sales agent and a support agent in the same pool both know the customer. You can see what each pool remembers and make it forget a caller at any time.
Read Caller memory to set it up.