## What it does
When you turn this on, your AI agent checks whether the incoming number has called your business before. If it has, the agent greets them as a returning caller and uses a short summary of their recent calls to help more quickly - without asking them to repeat everything.
How to turn it on
- Open your desk and go to Setup.
- Find the Returning-caller recognition card and switch it on.
That's it. New callers are handled exactly as before; only people who have called your number previously are recognised.
Good to know
- The agent only uses recent call summaries from your own account - nothing from other businesses.
- It won't read history back word for word; it just uses the context to sound helpful and informed.
- If a caller's number is withheld, they can't be recognised.
### Related articles
- Customising your AI agent - Managing your agent's knowledge and FAQs - External knowledge sources - Seasonal promotions and announcements - Preview mode: testing your agent live