What the AI Knows About a Returning Customer

When a returning customer calls and is recognised by their phone number, the AI has access to a limited set of information about them. Understanding what the AI knows helps you set realistic expectations.

What the AI can access

When a returning customer is identified, the AI typically has access to:

Name The customer's first name (and potentially last name) from their customer record. This can be used in the returning customer greeting using the {{customer_first_name}} variable.

Phone number The number they're calling from (which is how they were identified).

Booking history Past bookings associated with their record. This may include:

  • Previous booking dates and times.
  • Services or party sizes from past bookings.
  • Whether they've been a no-show or cancelled previously.

What the AI uses this information for

The AI can use this context to:

  • Address the caller by name in the greeting.
  • Make booking faster ("Would you like to book the same as last time?" type interactions).
  • Provide more relevant responses during the conversation.

What the AI does NOT know

The AI does not have access to:

  • Notes left by staff on past bookings (not surfaced during the call).
  • Customer payment history.
  • Email address or other contact details not related to the call.
  • Private internal notes.

Customer profile in the dashboard

More complete information about a returning customer is available in the Customers section of your dashboard. The AI has access to a subset of this information during calls — the dashboard shows the full customer profile.

💡 Tip: Keep customer records up to date in the dashboard. If a returning customer's name was entered incorrectly during their first booking, the AI will use that wrong name in subsequent calls. Correct it in the Customers section.

⚠️ Important: The AI uses customer information to personalise the experience — it doesn't share personal details back to the caller in ways that could be unexpected. For example, it won't read out past booking details unprompted.