Caller Memory in Eve

Last updated: September 29, 2026

Overview

Caller Memory lets the voice agent recognize someone calling back from the same number within 10 days, and offer to continue the earlier conversation rather than restarting intake.

It is scoped to one firm, covers prior Voice AI calls only, and is included in Voice AI at no extra cost during the early release.

How the Call Opens

When a returning caller dials inside the 10-day window, the prior call's summary, its full transcript, the time since that call, and the caller's name are loaded into the agent's context as the call connects.

The greeting changes accordingly, to something along the lines of: "Hi, this is Jenny with [firm name]. I see you called us [time ago]. To confirm, am I speaking with [name]?"

Once the caller confirms, the agent offers to continue the previous conversation or to treat the call as a new matter.

When the Agent Backs Off

If the caller declines, sounds confused, or corrects the name, the agent treats the call as a fresh intake and stops referencing anything from before.

The agent also does not volunteer specifics from the earlier call unless the caller raises them first. The recognition is an offer to continue, not a recital of what was said last time.

What Turns It On

Two conditions, and no firm-side setup beyond them:

  • Call forwarding is in place. This is the standard Voice AI setup, and it is what exposes the caller's real phone number for matching. Without it, Caller Memory cannot fire.

  • Caller Memory is enabled for the firm as part of its gradual rollout.

What Caller Memory Does Not Do

  • It does not reach past 10 days. An older call is handled as a new intake.

  • It does not cover calls a person handled. Only prior Voice AI calls are matched, so a callback after a conversation with intake staff starts fresh.

  • It does not cover outbound calls. Case comms calls are not part of the match.

  • It never crosses firms. A caller recognized at one firm is a new caller at another.

  • It matches on the number, not the person. A different phone is a new caller, and a shared phone is the same one.

Key Terms

  • Caller Memory: The agent's recognition of a returning caller from the same number within 10 days.

  • 10-day window: The look-back period for recognition. Anything older is a new intake.

  • Call forwarding: The standard Voice AI setup that exposes the caller's real number, which the match depends on.