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Contact memory lets DialNexa agents recall earlier successful phone conversations with the same contact. One running brief is shared by agents in the same workspace and matched by the contact’s phone number. Saving new conversations and using existing memory are separate choices.

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When To Use Contact Memory

Use contact memory for repeat conversations, such as following up on an appointment or continuing a sales discussion. Use a knowledge base for shared reference documents; contact memory contains details from one contact’s calls instead.

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Before You Begin

  • Open a draft agent version. Published versions are read-only for these controls.
  • Use a phone contact with a consistent country-code number. Memory is scoped to the workspace and phone number, rather than a contact name.
  • Review the charge shown beside the saving control before enabling it.

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Configure Contact Memory

  1. Open the agent’s Knowledge Base & Memory section.
  2. Turn on Save conversation to memory to let successful calls update that contact’s running brief.
  3. Turn on Use contact memory to give this agent the existing brief at the start of a phone call.
  4. Wait for the save confirmation, then publish the reviewed draft before phone testing.
DialNexa Contact Memory settings with Save conversation to memory, its displayed per-call charge, and Use contact memory enabled.
Both switches default to off. Enable either independently: one agent can save conversations while another uses that shared memory. Speech to Speech agents can use contact memory even though they do not use knowledge-base documents. IVR menu agents have no memory switches of their own. Configure each agent that a menu connects to. Its use setting applies when the caller reaches it; saving follows the connected agent’s save setting. A call that never reaches a connected agent does not save memory for it.

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Which Calls Update Memory

A phone call must complete normally, contain caller speech, and have a nonblank summary. Voicemail, calls without caller speech, failed calls, and browser test calls do not update memory. Browser tests also do not load it. Memory starts with calls saved after enabling the feature. Earlier call history is not imported. Each saved call updates a short running brief rather than preserving a full transcript; older details may be condensed or dropped. Keep using Call History for the full call record.

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Contact Memory Charges

The saving control displays the current workspace rate; the supplied example shows ₹0.50 per call. Contact memory is charged once for a call whose memory was computed or stored, rather than once per switch. Merely reading existing memory does not add this charge. The call’s billing details can show a Contact memory line. Review billing transactions to reconcile a call’s cost.

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Verify The Result

Make a normal phone call with saving enabled and discuss a harmless detail, such as a preferred appointment day. After post-call processing completes, call the same contact number in the same workspace using an agent with Use contact memory enabled. Check whether it can continue from that detail, and compare the recording with the earlier transcript. Do not use a browser test to verify memory. Recall is context for the conversation, not a guarantee that the agent will repeat every stored detail.

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Troubleshooting