Product feature
Caller memory: an AI voice agent that remembers the last conversation
Caller memory lets an Outpero AI employee remember what happened the last time it spoke to a phone number, so the next call it places picks up from there instead of starting cold. One setting, Smart follow-ups, switches it on and also books callbacks at the time a person asked for. Memory is kept per AI employee and per number, stays off until the owner enables it, and can be wiped from Settings.
* Time from the lead reaching Outpero to the first ring, under normal conditions. It depends on how quickly your lead source delivers the lead.
At a glance
Caller memory: the short version
| Details | |
|---|---|
| Where it is switched on | Settings, in the card called Smart follow-ups; off until the account owner turns it on |
| What is remembered | Name, number of calls, last outcome, up to 25 captured facts and the last 5 call summaries |
| Scope of a memory | One AI employee and one phone number; another employee on the account does not see it |
| When it is used | When the agent places a call to that number, including callbacks booked by Smart follow-ups |
| How to review it | Leads & Results shows What the AI remembers for each person |
| How to remove it | Remembered callers in Settings: reset all, or forget one number |
On a call
How caller memory works, step by step
- 01A call ends and Outpero classifies it, producing an outcome, a short summary and the details the employee was set up to capture.
- 02With Smart follow-ups on, that summary, outcome, call time and captured details are saved against the employee and the phone number, merged with what is already stored.
- 03If the person asked for a callback at a specific time, a follow-up call is booked for that time and carries the details captured on the earlier call.
- 04Before the next call to that number, Outpero adds a returning-caller note to the agent's instructions: what is on record, a rule to greet the person by name and carry on rather than re-introduce the business from scratch, and a rule not to invent anything that is not stored.
- 05The agent opens by picking up the thread, and when the new call ends it is classified and merged into the same memory.
Hear how a call goes
A sample call that uses caller memory
A rooftop solar enquiry. On Tuesday the homeowner told the agent his monthly bill and asked to be called again on Saturday at 11 am. Smart follow-ups is on. · Runs in Hindi with English words, shown here in English; shown here in English.
- Outpero AIHello Mr Reddy, this is Anjali, the AI assistant from Sunrise Solar. You asked us to call on Saturday at eleven, so I am calling as promised. Is this a good time?
- CallerYes, go ahead. I am free for ten minutes.
- Outpero AIThank you. When we spoke on Tuesday you mentioned a monthly bill of around eight thousand rupees and a terrace of about 600 square feet. Is that still right?
- CallerThe bill is correct. The terrace, I measured it, it is closer to 450.
- Outpero AINoted, 450 square feet. That changes the system size we would suggest, so I will pass the corrected figure to the survey team. Would a site visit on Monday morning suit you?
- CallerMonday is fine, but after 10, not before.
- Outpero AIUnderstood, Monday after ten. I will mark the visit for 10:30 and the engineer will confirm by phone the evening before.
- CallerGood. Thank you for remembering what I said last time.
- Outpero AIThat is what the notes are for. Have a good weekend, Mr Reddy.
- CallerYou too.
Outcome interested. Captured: terrace area corrected to 450 square feet, site visit Monday after 10 am. Both are merged into the stored memory for this number and this employee, replacing the earlier figure.
An example written to show the shape of the call, not a recording or a customer result.
In the product
Set up caller memory
- 01Open Settings in the Outpero app and find the card called Smart follow-ups; it is off by default.
- 02Turn the switch on. The one switch enables caller memory and automatic rescheduling of callbacks together, and the two cannot be set separately.
- 03Open the employee's Post-Call tab and check the list under What your employee captures on every call, because those captured details become the remembered facts.
- 04Run calls as usual. Once the switch is on, a card called Remembered callers appears in Settings with a running count of numbers stored.
- 05Open Leads & Results and click a person to read What the AI remembers, which shows exactly what the next call will be told.
- 06To remove data, use reset all in the Remembered callers card, or forget one number, which clears only that person's memory for the account.
In detail
Caller memory explained
What the agent actually remembers
Caller memory is a short record, not a recording. It is built from the summary and captured details Outpero already produces when a call is classified, so nothing extra is asked of the caller.
| Stored item | How much |
|---|---|
| Contact name | The name known for that number |
| Call count | How many times this employee has spoken to the number |
| Last outcome and time | Interested, callback, not interested and so on, with when it happened |
| Captured facts | Up to 25, merged across calls so a newer answer replaces an older one |
| Call summaries | The last 5 |
Smart follow-ups: one switch, two behaviours
The Smart follow-ups card in Settings controls two things that depend on each other. Turning it on makes agents remember callers, and it makes callbacks reschedule themselves.
- —Remembering: the next call to a known number opens with the history, using the name and the earlier details.
- —Rescheduling: when a person asks to be called at a specific time, the follow-up call is booked for that time and carries the details captured before.
- —Together: the callback arrives on time and the agent already knows the story, which is the point of switching both on.
Control and deletion
Once the switch is on, a Remembered callers card in Settings shows how many numbers are stored. From there the owner can reset everything or forget a single number. Deleting or archiving an AI employee removes that employee's memories as well.
Outpero's own wording in the app says the phone number and history are used only for that business's future calls with the person and are never shared. There is no per-caller consent step inside the product, so any notice to customers about stored call notes is a decision for the business.
What the AI remembers in Leads & Results is the same material the agent is handed before it dials. If a stored fact looks wrong, correct the behaviour at the source: adjust what the employee captures, or forget the number and let the next call rebuild it.
How the agent is told to use it
The returning-caller note instructs the agent to greet the person warmly by name, not to re-introduce the business from scratch, and not to invent anything that is not in the record. That last rule matters on a phone call: the agent may say less than a human who half remembers the account, but it should not state a figure that was never captured.
Put it to work
What teams use caller memory for
| Use | How it helps |
|---|---|
| Callbacks at the time asked for | A buyer who says call me Saturday at 11 gets that call, and the agent already holds what was discussed on the first one. |
| Enquiries that take several calls | Site visits, admissions and loan applications rarely close on one call, so the second call starts from the last summary rather than from the top. |
| Reminder calls after a promise | When the first call recorded a promised date or amount, the next reminder can refer to it instead of asking the customer to repeat it. |
| Owner review before a human call | A salesperson can open Leads & Results, read What the AI remembers and walk into the conversation knowing what was already agreed. |
| Fewer repeated questions | Details already captured, such as a preferred language or budget range, do not have to be asked again every time the agent dials. |
Straight answers
What caller memory does not do
- !Memory is opt-in and off by default, so an account that never switches Smart follow-ups on has no caller memory at all.
- !A memory belongs to one AI employee and one phone number; two employees on the same account do not share what they have learned.
- !The record is compact: the last 5 call summaries plus up to 25 captured facts, not full transcripts, and only calls that get classified update it.
- !It is used when the agent calls out, including callbacks it books itself. This page does not describe it as recognising a person who phones in.
- !Memory is not removed on a timer. It stays while the account is active until the owner resets it, forgets the number, or deletes or archives the employee.
Caller memory: questions people ask
Does an AI voice agent remember previous calls with the same customer?
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An Outpero AI employee can, once the owner turns on Smart follow-ups in Settings. It then keeps the contact name, call count, last outcome, up to 25 captured facts and the last 5 call summaries for each number, and uses them the next time that employee calls the person. It is off by default.
Is caller memory shared between my different AI employees?
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No. A memory is stored against one AI employee and one phone number. If a sales employee and a reminder employee both call the same customer, each builds its own record and neither sees the other's notes. That keeps scripts separate, but it means facts learned by one agent are not available to another.
Can I delete what the AI remembers about a customer?
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Yes. After Smart follow-ups is on, the Remembered callers card in Settings offers reset all and forget one number. Deleting or archiving an AI employee also removes its stored memories. Memory is not deleted automatically over time, so the owner decides when it goes.
What happens when a customer asks the AI to call back at a particular time?
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With Smart follow-ups on, the follow-up call is booked for the time the person gave rather than being retried on a generic schedule. The booked call carries the details captured on the earlier call, so the agent can continue the conversation. With the switch off, this automatic rescheduling does not happen.
Does the AI recognise a customer who calls my number back?
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Caller memory is used when your AI employee places a call, which includes callbacks it books itself. Treat it as outbound memory: the agent knows the person when it dials them. Do not plan around it recognising a number that rings in, and ask Outpero how incoming calls are set up on your account.
Do customers have to agree before their call history is stored?
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Outpero's setting text says the number and history are used only for the business's own future calls with that person and are never shared, and the feature is off until switched on. The product has no per-caller consent step, so whether and how to tell customers is the business's call. Take legal advice if your sector has specific rules.
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