I noticed that the AIM doesn't recognize inactive users. This becomes an issue when the inactive user is the last person to speak with the customer since the AI reaches out sending "This is Shannon, virtual assistant for Premier Hyundai of Moreno Valley. Checking in since you spoke with (last person to correspond with customer) about a month ago. Any new questions I can help with?" We of course do not want to turn this message off but we need a way the AI to recognize an inactive user and be able to switch from the inactive person's name to something lie "since you spoke with us here at..."