Recognising returning callers

From the Pro plan the assistant knows when someone has called before.

At the start of the conversation it checks whether this number has been in touch, what they asked for then, and whether they have an appointment coming up.

What it does with that:
- it does not ask again what we already know
- if this call relates to the earlier one, it refers to it in half a sentence

What it deliberately does NOT do: list what it knows about the caller. That would be unsettling, like reading out a file. The history is there so the caller does not have to repeat themselves — not to show off how much we know about them.

If the caller has never been in touch, or withholds their number, the conversation runs as usual and the assistant never mentions that it checked.