Customer memory

Customer memory keeps a short record of preferences a customer has told your business, so they do not have to repeat the same details in every conversation. It is on by default. The AI agent must always ask the customer to confirm a remembered fact before using it, for example, "Is your delivery address still the same?" Your team should confirm it too.

What is remembered, and when?

After customer memory is enabled, existing workspaces start remembering from the next resolved conversation.

After a conversation is resolved, the AI reviews its text in the background. Replies do not wait for this step. Only facts the customer stated about themselves can be saved, under the fields you enable:

• Address: a delivery address or location.
• Usual order: a short description of what the customer usually requests or orders.
• Language: the customer's preferred language.
• Payment preference: the type of payment, such as cash on delivery, card or transfer, never payment numbers.
• Preferred branch: a branch, location or staff member the customer prefers. This field is off by default.

Card numbers, passwords, verification codes (OTP), identity or passport numbers, and health data are never stored in customer memory.

Choose fields and retention

Open AI Agent from the side menu, then find Customer memory. Choose the fields to remember and save. The default retention is 180 days; you can choose 90, 180 or 365 days. A fact's retention period starts again when that fact is next saved or corrected. Expired facts stop appearing and are deleted by the daily cleanup.

Correct or delete memory

In a conversation's Customer memory card, your team can edit a fact or delete it individually. A correction keeps its existing confirmation count and updates its last-seen date. To remove all saved facts for your business, open AI Agent > Customer memory, choose Delete all memory, and confirm. Deleting memory does not delete the original conversation. Later resolved conversations can create new memory while the feature remains on.

Turn memory off

Turn off customer memory in the same settings section and save. This stops new extraction and hides saved facts from the AI agent and the inbox. Existing facts are kept until they expire or you delete them. Turn memory back on to make unexpired facts available again. Customer memory is not used by AI Assist in the reply box.

See Set up the AI Agent for the main agent settings.