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Caller memory gives an Athena Live 1 voice agent short notes from earlier conversations with the same person, so a returning caller does not have to start over. Athena writes a note after each eligible call and supplies the relevant notes when the next call starts.

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Turn it on or off for an agent

  1. Open the agent and go to Settings → General.
  2. Under Caller Memory, set Remember Previous Conversations.
  3. Choose Save General Settings, test the draft, and publish.
The agent’s own choice decides. If the toggle says Off by default on this server, memory is off for agents that have not chosen; turn it on to use it for this agent. Draft tests use the saved setting at once; published calls use it after you publish.

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What the agent remembers

  • Who counts as the same caller. On a phone call, it is the other party’s number: earlier calls with that number in your organization, from any of your agents. In a browser test, it is your own earlier tests of the same agent. The two are kept separate.
  • How far back. Up to the caller’s last three conversations from the past 90 days.
  • Withheld numbers. Calls from withheld, anonymous, or placeholder numbers get no memory.
  • Shared numbers. When a call carries lead details such as a name, email, or lead ID (for example from a campaign row), earlier calls on the same number with different lead details are treated as someone else and skipped.
  • Unfinished conversations. When a conversation was cut off, or the person asked to be called back, the next call can pick up where it stopped. Calls where nobody talked with the agent, such as no answer or voicemail, add nothing to remember.
Notes are background for the agent, not a script. Long numbers such as phone, account, or order numbers are kept only as their last four digits, and notes are told never to include payment card numbers, one-time codes, passwords, or PINs. Memory is conversation context only: it is not identity verification, and the agent may not recall every detail.

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Check it

Make a controlled call from a number you own, end it partway through, then call again from the same number. In the second run, check that the agent picks up the earlier topic. For a browser check, use Test Audio twice on the same agent.

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Things to know

  • Turning memory off stops new notes and stops supplying earlier ones. It does not delete stored call history; recordings and transcripts follow your normal run data.
  • Memory applies to Athena Live 1 voice calls: phone calls and browser tests.
  • Review whether remembering earlier calls fits your caller experience and data-handling practices before you turn it on.