Caller Memory Not Recognizing a Returning Caller in Eve

Last updated: September 30, 2026

Overview

Use this article when Jenny does not recognize a returning caller and restarts intake from scratch instead of acknowledging their earlier call. It explains the conditions Caller Memory needs and the most common reasons it does not recognize a repeat caller.

Before You Start — Diagnosis

Confirm the following before troubleshooting:

  • The caller dialed from the same phone number they used on the previous call.

  • The previous call was within the last 10 days.

  • The previous call was handled by Jenny (Voice AI), not by human intake staff.

  • Your firm forwards calls to Jenny (the standard Voice AI call-forwarding setup).

  • Caller Memory has been enabled for your firm (it is rolling out gradually).

Fixes

Possible Cause: Call forwarding is not configured

Cause: Caller Memory matches returning callers by their real phone number. Without call forwarding, Jenny sees the firm's relay number on every call instead of the caller's number, so matching cannot happen. Call forwarding is the integrity gate for the feature.

Steps: Set up your phone system to forward calls to Jenny. Any phone system that supports forwarding works, and this is the standard Voice AI setup.

Expected Outcome: Jenny sees each caller's real number and can match it against prior calls, so returning callers are recognized.

Possible Cause: The previous call was more than 10 days ago

Cause: Caller Memory only looks back 10 days. Calls older than that are treated as a new intake.

Steps: Check the date of the caller's previous call. If it was more than 10 days ago, this is expected behavior and no change is needed.

Expected Outcome: Callers within the 10-day window are recognized; older callbacks correctly start as a fresh intake.

Possible Cause: A different number was used, or the prior call was not handled by Jenny

Cause: Matching is by phone number and currently covers prior Voice AI calls only. A different number, or a previous call handled by human intake staff, will not match.

Steps: Confirm the caller is dialing from the same number used before, and that the earlier call was handled by Jenny rather than a person.

Expected Outcome: A returning caller on the same number with a prior Voice AI call is recognized.

Possible Cause: The name was misheard or the caller corrected it

Cause: Jenny confirms identity with a yes/no question. If the caller says no or corrects the name, Jenny intentionally treats the call as a fresh intake and does not reference prior details, to avoid addressing the caller by the wrong name.

Steps: No change is needed. This is the designed behavior, and the caller can continue with a normal intake.

Expected Outcome: Jenny avoids confidently using a wrong name and proceeds with a clean intake.

Possible Cause: Caller Memory is not yet enabled for your firm

Cause: Caller Memory is rolling out gradually and is enabled per firm. If it has not been turned on for your firm, Jenny treats every call as a new intake.

Steps: Contact Eve or your customer success manager to confirm whether Caller Memory is enabled for your firm during the early release.

Expected Outcome: Once it is enabled and call forwarding is in place, Jenny recognizes returning callers within the 10-day window.