# FAQ and troubleshooting (/docs/caller-memory/faq)

> Why an agent didn't remember a caller, and answers to common questions about caller memory.

## Why didn't my agent remember? [#why-didnt-my-agent-remember]

  
    An agent on **No pool (memory off)** remembers nobody. Open the agent's settings, expand
    **Caller memory**, and choose a pool. See [Turn on caller memory](/docs/caller-memory/set-up).
  

  
    The OmniDimension team turns caller memory on for each organization. If you don't see
    **Caller Memory** in the sidebar or the **Caller memory** section in agent settings,
    [contact us](https://omnidim.io/contact-us?reason=general).
  

  
    The memory is written after the first conversation ends, so the agent recognizes the
    caller from the second one on.
  

  
    If the caller said almost nothing, there was nothing to remember. Only a line in their
    recent interactions is added.
  

  
    Callers are recognized by phone number, and by email on the web. A new number or email
    is a new caller until a conversation carries both. See
    [How callers are recognized](/docs/caller-memory/channels#how-callers-are-recognized).
  

  
    Web calls and chats are remembered only when your page passes the visitor's email.
  

  
    Memories never cross pools. Put the agents on the same pool if they should share what
    they know.
  

  
    A memory is updated a few seconds to a minute after a conversation ends. A call placed
    immediately after may not have it yet.
  

## Other questions [#other-questions]

  
    No. Reading a memory takes a fraction of a second, and if it takes too long the call goes
    ahead without it. Updating happens after the conversation, in the background.
  

  
    No. Memories are written only by conversations, so they always reflect what callers said.
    You can forget a memory, and the caller can correct anything on their next call.
  

  
    Until it is forgotten: by you, in one pool or everywhere, or at the caller's request.
  

  
    Card, bank account, and ID numbers are masked before a conversation is processed, so they
    never reach the memory. Forgetting a caller deletes their memory and every earlier
    version.
  

  
    No. A memory belongs to one organization and one Memory pool, and is never shared
    outside it.
  

  
    [Contact us](https://omnidim.io/contact-us?reason=general) for pricing.