Agent update
Contact memory
Retell AI Contact memory, announced on 8 Oct 2026, lets an agent keep a short brief on each contact across phone calls and SMS, so a returning caller does not have to repeat themselves.
How to use Retell contact memory for small business
A clinic front desk agent can remember that a patient prefers morning appointments and already completed intake, and skip those questions on the next call. A trade business can keep a brief of the last quote, the site address and what still needs a follow-up, so a callback starts in the right place. A bookkeeping practice using SMS reminders can have the agent recall which invoice was discussed last time, then only ask about what is still outstanding.
The brief is a running summary of preferences, what has been discussed and what still needs follow-up, not a full transcript, and resolved items drop out. It updates after every completed phone call or SMS chat matched by phone number. Web calls and web chats do not update it. Saving and recall are separate per-agent toggles, and you can view, edit or clear briefs in Contacts. Saving and backfilling cost US$0.005 per run. Memory follows your existing storage and PII redaction settings. The changelog does not mention country availability, or a required plan.
Most useful for: Customer Service Representative – Update customer records after each contact, Sales Representative – Update the CRM after each contact, Virtual Receptionist – Update the client's records with messages, bookings and caller details
Frequently asked questions
What does it cost, and how do I turn it on?
Saving and backfilling cost US$0.005 per run. Saving and recall are separate per-agent toggles, so an agent can save, recall, or both. You can view, edit or clear briefs in Contacts, customise the Memory prompt per workspace, and backfill briefs from earlier eligible calls.
Does it remember people who contact us on the website?
No. The brief only updates after completed phone calls and SMS chats that are matched to the contact by phone number. Web calls and web chats do not update it. It also stores a short brief rather than the full transcript, and resolved items drop out.
What is stored in the brief, and can I edit or clear it?
Retell keeps a short running brief of preferences, what has been discussed and what still needs follow-up, not a full transcript, and resolved items drop out. You can view, edit or clear briefs in Contacts, and customise the Memory prompt per workspace. A backfill can build briefs from earlier eligible calls.