Memory
Per-contact memory lets an agent recall preferences, facts, history and goals for a contact across conversations. One switch under Advanced, Privacy.
Memory lets an agent remember a contact between conversations. With Enable per-contact memory on, the agent keeps preferences, facts, history and goals for each contact and brings them into the next call or chat with the same person. Memory entries are scoped to the contact and never shared between contacts.
How it works
- After a conversation, the agent extracts what is worth keeping about the contact.
- At the start of the next conversation with that contact, those entries are added to the agent’s context, so it can say “last time you asked about the annual plan” without being told.
- The contact is the person the agent is talking to: a contact record in a campaign, or the identified user of a deployment. A browser test has no contact unless you pick one: Chat as contact in the Chat test’s options, or the Select a contact list at the top of the Call test.
Configuring it
- Open the agent and choose Advanced under Build.
- In the Privacy card, find Enable per-contact memory.
- Switch it on or off and Save.
The switch is available on voice and text agents, single prompt or flow. It is on for new agents. With Opt-Out of Data Storage it is disabled and reads Turn on data storage above to use per-contact memory.
Seeing and forgetting what it remembers
Choose Memory under Build in the agent’s workspace. The section is there while data storage and per-contact memory are both on. Pick a contact, and Related agent memories lists what this agent remembers about them, each entry marked Preference, Fact, History or Goal. Forget all removes everything this agent remembers about that contact, after a confirmation; it cannot be undone. Memory is per contact, so clearing one person’s entries leaves every other contact’s untouched.
A contact’s own page shows the same list across all agents, and Forget all there clears what every agent remembers about them.
Use it to check what the agent actually learned before relying on it, and to clear a contact’s memory when they ask you to.
Behaviour and limits
- Memory depends on stored conversation data. With Opt-Out of Data Storage there is no stored conversation to remember from, and opting out also switches memory off. Switching storage back on does not switch memory back on; do it by hand.
- Memory is per agent as well as per contact. Two agents do not share what they learned about the same person.
- With PII redaction on, personal details are redacted before storage, which limits what memory can hold about a person.
- Memory is not a knowledge base. Facts about your company belong in a Knowledge Base, not in what the agent remembers about a contact.
Verify
Run two tests as the same contact (Chat as contact on a text agent, Select a contact on the Call test of a voice agent), tell the agent something in the first, and ask in the second whether it remembers. Then open Memory and pick the contact to see what was kept.