Plans and permissions:
- Add-on: AI agents, billed separately
- Turn on user memories for a chat agent: Admin, Manager, or Team Lead role, or a custom role with Chat agent settings set to Can edit chat agent settings
- Turn on user memories for a voice agent: Admin role, or a custom role with Voice agent settings set to Can edit voice agent settings
- View stored memories: Admin, Manager, or Team Lead role
Use user memories to let your AI agent recognize returning customers and recall what it learned in earlier conversations, so customers don’t have to repeat themselves. With memories on, the agent picks out useful details from each conversation, such as preferences, past issues, and account details, and uses them to personalize later conversations.
To turn them on for a chat agent, go to AI support > Chat agent, open the chat agent, and select the Setup tab. To see what’s been stored, go to AI quality > Memories.
Note: If you don’t see Memories in the AI quality menu, contact our team to turn it on.
How user memories work
- Memories start from the conversations that happen after you turn them on. Earlier conversations aren’t scanned.
- The agent stores details such as:
- Support history: previous issues, what was tried, handoffs, and how issues were resolved.
- Preferences: how the customer likes to be contacted, their communication style, and their language.
- Personal and contact details: the customer’s name, role, time zone, and contact information.
- Account details: account type, plan, and subscription status.
- Behavior patterns: for example, how much detail or technical depth the customer prefers.
- Each memory is linked to the customer and the conversations it came from.
- In chat, memories are tied to a session identifier stored in a browser cookie. They carry over between conversations in the same browser, but not if the customer clears their cookies or uses a different browser.
When user memories help most
- Repeat issues: remembering an ongoing technical or account problem across several conversations.
- Preferences: keeping a customer’s communication preferences, interests, or settings.
- Account context: knowing a customer’s account, subscription, or purchase history.
- Follow-ups: picking up where the last conversation left off when a customer comes back with a related question.
Turn on user memories
- Go to AI support > Chat agent, and open the chat agent.
- Select the Setup tab.
- In the User memories card, select Enable user memories.
- Select Save changes.
The chat agent starts storing memories from new conversations. To turn memories off, clear Enable user memories and save.
Voice agents can also use memories. Turn them on in the voice agent’s General tab, under Enable user memories.
Review stored memories
Go to AI quality > Memories to see what’s been stored. For each memory, you see the User, its Type, the Memory key and Memory value, the Confidence, the Verification status, and the Source conversations it came from. To find a customer’s memories, search by user ID or by content.