Overview

User memories automatically capture and remember important customer details from conversations to deliver more personalized support experiences. The system learns from each interaction, storing details like customer preferences, past issues, account information, and communication patterns to provide contextually-aware assistance in future conversations.

When enabled, your AI agent will recognize returning customers and automatically recall relevant information from their previous interactions, creating a seamless experience where customers don't need to repeat themselves.

How it works

When enabled, user memories automatically build a knowledge base for each customer through natural conversation. The Chat agent intelligently identifies and stores relevant information, including:

• Support history: Previous issues, attempted solutions, escalation patterns, and resolution outcomes
• Customer preferences: Names, contact details, communication preferences, and service expectations
• Contextual information: Account types, product usage, language preferences, and any special circumstances

Memories are stored per browser session using a session identifier (stored in cookies), so they persist across conversations within the same session but won't carry over if the user clears cookies or uses a different browser.

The user memories feature starts listening to conversations going forward as soon its enabled.

Enabling user memories

To enable user memories for your chat agent:

1. Navigate to Setup tab within the Chat agent configuration.
2. Scroll to the User memories section
3. Check the box for Enable user memories
4. Click Save Changes to apply your changes

Once enabled, the AI will begin capturing and storing relevant customer information from new conversations.

Once enabled, user memories will be stored & viewable in the Memories page, which indicates the source for each memory and its associated user.

Best practices

User memories work particularly well for:

• Repeat issue tracking: Remembering ongoing technical problems or account issues across multiple conversations
• Preference retention: Storing communication preferences, interests, or settings
• Account context: Maintaining details about customer accounts, subscription status, or purchase history
• Conversation continuity: Creating a seamless experience when customers return with follow-up questions