Remember what they told you.
Customers come back to the business that remembers them.
Customer memory is a running summary of what a business knows about a person, built from their own conversations: what they asked for, what they preferred, what went wrong last time. It is what stops a customer having to re-explain themselves on their fourth message, and it is the difference between a chat history and a relationship.
- Recent conversation summarised into facts and tags
- Rebuilt before the AI drafts a reply
- Refreshed on a schedule when a customer goes quiet
- Available as a segment condition, not just a note
How it works.
- 01
Conversations accumulate
Everything a customer writes across channels is attached to their contact record, which is the raw material for memory.
- 02
A pass summarises them
A model reads the recent messages and produces a short summary, a set of facts and derived tags, stored on the record.
- 03
The agent reads it first
Memory is refreshed before a reply is drafted, so the answer is shaped by what this customer has already said.
- 04
You use it too
Memory facts are visible on the contact and usable as segment conditions, so what you learned in a chat can drive a campaign.
A summary short enough to read
A summary of the last stretch of conversation is more useful than the conversation itself, because it is short enough to read and short enough to hand to a model.
- A short summary of who this customer is to you
- Discrete facts, each one checkable on its own
- Derived tags merged onto the contact record
- Rebuilt as the relationship changes
Kept current on purpose
Memory is refreshed when a new message arrives and, for quiet customers, on a scheduled pass, so it does not describe a person from six months ago.
- Rebuilt on inbound before the reply is drafted
- A scheduled refresh for records that have gone stale
- Only the recent stretch of conversation is read
Shared between support and marketing
The same record is read when answering a message and when building an audience, so a preference mentioned in chat can shape what you send later.
- Grounding source for the reply agent
- Memory keys, values and text as segment conditions
- Visible on the contact for your team
Isolated like everything else
Memory is customer data, held under the same isolation rules as the rest of the workspace, and it travels with the contact when records are merged.
- One workspace cannot see another
- Folded into the surviving record on a merge
- Recall by meaning, so a fact stored in different words is still found
What it does not do.
Memory is a summary. The conversation itself is the record.
It is built from messages. Things said on a call or in person are not in it.
It works from what a customer actually said or you actually recorded. Nothing is inferred about them.
Common questions
Where does memory come from?
- From the customer's own recent conversations. A model reads them and writes back a summary, facts and tags on the contact record.
When is it updated?
- Before the AI drafts a reply to a new inbound message, and on a scheduled pass for customers who have gone quiet.
Can I edit or correct memory?
- Notes and tags on the contact are yours to edit, and memory is rebuilt from the conversation. Correcting the underlying record is the reliable path.
Can I use memory to build an audience?
- Yes. Memory keys, values and free text are available as segment conditions, alongside behaviour and field conditions.
Is memory used for the reply?
- Yes. It is one of the grounding sources handed to the agent, and it is recorded in the source list stored with the reply.
How far back does it look?
- It reads a bounded window of recent messages, which keeps it current and keeps the summary short.
What happens to memory when contacts merge?
- It folds into the surviving record along with conversations, events and orders, so nothing is stranded on the record you removed.
Is my customer data isolated?
- Yes. Your workspace is yours alone, and nothing in it is readable from another workspace.
The reason a customer comes back a second time.