Caller Profiles & Memory
One record per caller, built from every call — facts, history, sentiment and memory groups.
A caller who rang last month shouldn't have to explain themselves again. Caller Profiles is the memory layer: one record per person, built from every call they have ever had with your agents, holding what they told you, what they wanted, how they felt about it, and the full history of the conversations.
Your agents read from it during a call. Your team reads from it afterwards.
In this guide
- What a caller profile is
- Getting to the page
- The profile list and its filters
- Inside a profile: facts, calls and sentiment
- Fact categories
- Confidence and the append-only ledger
- Memory groups — sharing memory between agents
- Sensitive facts
- Do Not Call and VIP flags
- Exporting
- Plan availability
- Troubleshooting
1. What a caller profile is
A profile is the durable record of one caller. It is built automatically — nobody creates one by hand.
Three things make it up:
| Part | What it holds |
|---|---|
| The profile | Identity and headline state: names, phone, email, total calls, first and last seen, the last summary, the last outcome, the last sentiment, tags, status. |
| Facts | Individual things learned about the caller, each with a category, a value, a confidence and a timestamp. Append-only. |
| Call links | Every conversation this caller has had — when, how long, the summary, the outcome and the sentiment. |
The name shown falls back gracefully: confirmed full name → display name → preferred name → phone → email → Unknown caller.
2. Getting to the page
- Open the Voice AI hub.
- Click Profiles in the left navigation (the people icon).
- The page opens at
…/voice/profiles.
Caller Profiles are Growth and above. On Launch, per-call memory still works — the agent remembers within a call and facts are still captured — but the unified cross-agent profile surface is a Growth feature.
3. The profile list
A full-width table, newest activity first, updating in realtime as calls complete.
Search matches names, phone numbers and email addresses.
Filters
| Filter | Options |
|---|---|
| Agent | Narrow to one agent's callers. |
| Sentiment | positive · neutral · negative · frustrated · angry |
| Outcome | The outcome recorded on the caller's most recent call. |
| Date range | First or last seen within a window. |
| Client | (Sysevo staff only) narrow to one account. |
Sort by most recent, most calls, or name. The list pages 25 at a time.
4. Inside a profile
Clicking a row opens the profile panel.
Header — the caller's name, their phone and email, how many calls they have had, when they were first and last seen, and any tags. Do Not Call and VIP show as badges here.
Facts — grouped by category, each showing what was learned, when it was first seen, and when it was last confirmed.
Calls — the conversation history: date, duration, summary, outcome and sentiment for each call, with a link through to the full recording and transcript in Conversations.
Sentiment — the last recorded sentiment plus the detail behind it, so a single bad call is visible rather than averaged away.
Notes — free text your team can add.
5. Fact categories
Facts are grouped into sections in a fixed order, so the same kind of information is always in the same place:
| Section | What lands here |
|---|---|
| Contact | Phone numbers, emails, preferred contact method. |
| Address | Addresses and location details. |
| Personal | Names, pronouns, role, anything identifying. |
| Preferences | Stated preferences — appointment times, service preferences, habits. |
| Details | Industry-specific facts from your fact schema. |
| Orders | Purchases, bookings, order references. |
| Complaints | Issues raised that should be flagged for follow-up. |
| Questions | Things they asked that were not answered on the call. |
| Special notes | Anything flagged as needing attention. |
| Life events | Events the caller mentioned that matter to how you treat them. |
| Quirks | Small human details that make the next call better. |
| Payment | Payment and invoice references. (Sensitive) |
| Also captured | Custom fields you defined in Call Analysis. |
Industry fact schemas (Growth and above) let a vertical define what its agents should always try to learn — a vet capturing species and patient name, a rental capturing property and stay dates.
6. Confidence and the append-only ledger
Every fact carries a confidence and two timestamps: when it was first seen and when it was last confirmed. A fact repeated across calls gains confidence; a fact stated once and never again stays where it is.
The fact store is append-only. A correction does not overwrite history — it adds a new fact and supersedes the old one, and both remain in the ledger. This matters for two reasons:
- Auditability. You can always see what the agent believed at the time of a given call, not just what it believes now.
- Safety. A model misreading one call cannot silently erase something a caller confirmed three times.
The immutable memory ledger is available on every tier.
7. Memory groups
By default an agent's memory is its own. A memory group lets several agents share one pool of caller profiles.
This is what makes the difference between "the receptionist knows you" and "the company knows you". Put your receptionist, your appointment setter and your support agent in the same memory group and a caller who gave their address to one has given it to all three.
Groups are configured per agent (Agent settings → Memory), and the Profiles page shows which group each caller's agent belongs to. Unified caller profiles and cross-agent memory sharing are Growth and above.
Memory never crosses accounts. Profiles are tenant-isolated at the database level. A memory group can only contain agents from the same account.
8. Sensitive facts
Facts can be marked sensitive — payment references are the obvious case. Sensitive facts are stored with that flag, displayed distinctly, and excluded from ordinary exports.
If you do not want a category captured at all, disable the matching field in Call Analysis. Payment references are off by default for exactly this reason.
9. Do Not Call and VIP
Two flags sit on the profile itself:
Do Not Call — set when a caller asks not to be contacted again. It is also set automatically when a call is dispositioned do_not_call, and it puts the number on the suppression register so no campaign dials it.
VIP — a manual flag for callers who should get different treatment. Agents can read it during the call.
10. Exporting
The list exports to CSV or XLSX, honouring whatever search and filters are applied. Sensitive facts are excluded.
11. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The page shows an upgrade screen | Profiles are Growth and above | See Plans & Subscriptions |
| A caller has two profiles | They rang from two different numbers, and no shared identifier linked them | Merge is available from the profile panel |
| Two agents don't share what they learn | They are in different memory groups | Put them in the same group in the agent's memory settings |
| A fact is wrong | The model misread one call | Correct it on the profile — the old value is superseded, not deleted |
| No facts at all on a profile | Analysis fields are all disabled, or the calls were too short to have transcripts | Check Call Analysis |
| Profiles stopped appearing for one agent | The agent's memory is off | Check the agent's memory settings |
Related guides
- Call Analysis — defining what gets learned
- Conversations & Recordings — the calls behind each profile
- Voice Agents — memory settings per agent
- Dispositions — how Do Not Call reaches the dialler