Remember Caller History

The Remember Caller History setting controls whether the system automatically recognises inbound callers, links them to existing contacts, and uses their history to personalise future calls.

How It Works

When this setting is enabled (the default):

• Inbound callers are automatically matched against your contacts by phone number.
• Their previous call history is retrieved and used to personalise the conversation.
• New contacts may be created for unknown callers so that future calls can be personalised too.

When this setting is disabled:

• Inbound calls are handled without looking up or storing any caller identity.
• No contact is created or updated for inbound calls.
• Call history is not injected into the conversation, even if a matching contact exists.
• Outbound calls are not affected — contact lookup and history injection still work normally for outbound campaigns.

When to Use This Setting

Consider disabling "Remember Caller History" if your account handles anonymous or privacy-sensitive inbound lines, for example:

• Hotlines where callers expect full anonymity.
• Services subject to strict data-minimisation requirements.
• Testing environments where you do not want real caller data to be stored.

Configuring the Setting

Administrator Access Required

This setting is only available to users with the Administrator or Super Administrator role.

1. Navigate to the Settings page in your account.
2. Find the Remember Caller History section.
3. Use the toggle to enable or disable the feature.
   • On (default) — caller recognition and history injection are active.
   • Off — caller recognition is skipped for all inbound calls.
4. The change takes effect immediately.

Frequently Asked Questions

Does disabling this setting delete existing contact data?

No. Disabling the setting only prevents new caller lookups and history injections. Existing contacts and their call history are not removed.

Does this affect outbound calls?

No. The setting only applies to inbound calls. Outbound calls always look up the contact and use their history as usual.

Can I re-enable the setting later?

Yes. You can turn the toggle back on at any time. Once re-enabled, inbound callers will be recognised and their history will be used again.

Need Help?

If you have questions about this setting:

• Check the Settings overview for a summary of all available settings.
• Contact support if you need assistance with your configuration.