Customer Memory
adaptlive builds a caller profile that accumulates across every call — so when a customer calls back, staff already know who they are, what they've called about, and what was promised.
What Gets Remembered
- Caller ID & name — Matched to an existing customer profile on each call.
- Past call summaries — The wrap-up from every previous call, tagged by date and staff member.
- Captured data — Address, job types, equipment, preferences — anything your playbook collects.
- Notes — Manual notes added by staff from the customer profile.
- Flags — Tags like "VIP," "Do Not Discount," or "Has Dog."
How It Shows in the Cockpit
When a known caller rings in, the cockpit shows a Customer Card before the first playbook step. Staff see the caller's name, their last call date, and the most recent wrap-up at a glance — before they've even said hello.
Matching New Callers
New callers are automatically added to the customer directory using their caller ID. If the caller provides a name and contact info during the call, that is associated with their record. You can also manually merge or edit customer profiles from Customers.
Privacy & Retention
Customer data is stored encrypted at rest. You can configure data retention periods in Settings → Privacy. Callers can request deletion of their records — see our Privacy Policy for details.