# View and manage memory (/docs/caller-memory/manage)

> See who your agents remember and exactly what they are told, review every change, and forget a caller.

Open **Caller Memory** from the sidebar. You need **View** access to Caller Memory (Beta) to
see it, and **Edit** access to forget callers or change pools. Your organization's admin sets
this in **Team management**.

## Find a caller [#find-a-caller]

The **Callers** tab lists everyone your agents remember: their phone number or email, when
they were first seen, when their memory was last updated, and which pools remember them.
Search by number or email.

<img alt="The Caller Memory page with the Callers tab, a search box, and a list of callers remembered by the candidate info pool" src="__img0" />

Open a caller to see which pools remember them, then open a pool's memory to see what it
holds.

## Read a memory [#read-a-memory]

A memory page has three parts:

* **What this pool's agents are told.** What any agent on the pool will know about this
  caller at the start of the next conversation.
* **Memory slots.** The summary, facts, open items, entities, do-not rules, and recent
  interactions. See [What agents remember](/docs/caller-memory/what-gets-remembered).
* **Version chain.** Every version the memory has had.

Memories can't be edited by hand. They are only written by conversations, so what you see is
always what your callers said.

## Review changes [#review-changes]

Each version in the **Version chain** shows when it was written and which agent's
conversation caused it. Open one to see what that update dropped and what it refused to
store, with the reason.

<img alt="The Version chain of a memory, with two versions written by the recruitment agent and the number of details each one refused" src="__img1" />

A version that came from WhatsApp is labeled **WhatsApp · N messages**. A call that also
took in recent WhatsApp messages is labeled **Call · absorbed N WhatsApp messages**.

## Forget a caller [#forget-a-caller]

Forgetting deletes a memory and all its versions for good. It can't be undone.

* **Forget what one pool knows.** On a memory page, select **Forget what this pool knows**.
  Other pools keep their memories of the caller.
* **Forget a person everywhere.** On the caller's page, forget them in every pool at once.
  Use this when someone asks to be forgotten.
* **Forget everyone in a pool.** On the Memory pools page, select the eraser icon next to the
  pool.

<img alt="The Forget what this pool knows button" src="__img2" />

You can add a note, such as "erasure requested by the caller". After a forget, earlier
conversations with that person are never added back, even if they get in touch again.

## The deletion log [#the-deletion-log]

The **Forgotten** tab records every forget: who was forgotten, what was removed, how many
versions were deleted, who asked, and when. The record is kept after the memory is gone, so
you can show that a request to be forgotten was carried out. It contains no memory content.

<img alt="The Forgotten tab listing one caller forgotten everywhere, with the number of versions deleted, who requested it, and when" src="__img3" />

## Identity conflicts [#identity-conflicts]

If a phone number and an email that arrive together belong to two different callers, the
caller is marked with an **identity conflict**. Nothing is merged automatically. Use
**Identity conflicts only** on the Callers tab to find them.