When a returning caller dials in, your agent uses the Customer Service flow instead of Lead Intake. It can transfer them, schedule for them, take a message, and reuse what it already knows about them — that last part is Customer Memory. Both are configured under Optimize → Customer Service.
This article covers Customer Service and Customer Memory only. For qualifying brand-new callers, see Setting up Lead Intake. For the documents your agent references about your business (not about your customers), see Adding a Knowledge Base.
Customer Service vs. Lead Intake
Your agent picks the right flow based on the caller's phone number:
If the number is already a contact in your account, your agent runs Customer Service.
If the number is new, your agent runs Lead Intake.
The switch is automatic — there's no UI choice or per-caller setting.
Turning Customer Service on
The page opens with a master toggle: Enable customer service features for your voice agent. When it's off, returning callers are handled the same way as new callers — your agent skips the customer-service features below.
What your agent does with returning customers
When the master toggle is on, your agent can:
Transfer Calls — toggle this on to route returning customers based on what they're calling about. Destinations and conditions are configured under Transfer Calls.
Schedule Appointments — toggle this on to let returning customers book directly. Appointment types are configured under Schedule Appointments, and you'll need a connected calendar.
Take Messages — always on. Your agent captures a voicemail-style message when there's no better outcome.
Customer Memory — always on. Your agent remembers callers across calls (covered next).
The Transfer and Schedule toggles here only enable the use of those features for Customer Service calls. They don't define destinations or appointment types — those live on their own pages.
What Customer Memory remembers
Customer Memory automatically captures and reuses a few basic details so your agent doesn't have to re-ask returning callers:
Name — captured the first time the caller gives it.
Phone number — used to recognize the caller on every future call.
Email address — captured when the caller schedules an appointment.
These are stored on the caller's contact record, and your agent draws on them during future calls — greeting the caller by name, pre-filling scheduling forms when it can, and skipping the qualification questions a brand-new caller would face.
You don't edit remembered details directly from this page; they're collected through the natural course of calls. To see what's been captured for a specific caller, open the call in Calls and check the caller details panel.