Customer memory
Customer memory lets your assistant pick up where it left off with a returning, identified user. It distils durable facts and notable moments from a user's past conversations into a compact profile, then recalls that profile in the system prompt at the start of their next chat — so the assistant already knows they're on the Pro plan, prefer concise answers, or reported a bug last week, without them repeating themselves.
It applies only to verified end-users — see End-user identity. Anonymous visitors have no cross-conversation identity, so memory never applies to them.
Memory spans both surfaces: voice conversations build and recall memory just like chat, so a user who talked to the assistant yesterday is remembered whether they return by voice or text.
How it works
- When an identified user's conversation settles, a background pass reads it together with that user's current memory profile and returns an updated profile — merging in new durable facts (each with a confidence) and notable moments, superseding anything that changed (a new plan, a preference they've dropped), and discarding transient or uncertain details. Sensitive identifiers (payment, government, health, credentials) are never recorded.
- That single per-user profile is what's stored — one evolving "big picture" that grows across every conversation, not a window of the most recent few. Because each pass consolidates rather than appends, a fact you mentioned twenty conversations ago is still there if it's still true, while the whole profile stays compact.
- On that user's next conversation, the profile is added to the assistant's instructions as a short returning customer context section.
The memory rolls forward as the user keeps chatting and goes stale only after a long period of inactivity.
Memory is injected so it can't degrade response caching — it lives in the per-conversation tail of the prompt, never the shared, cacheable part. You don't need to change anything for this to hold.
Enabling it
In the dashboard, open your application's Customer settings and turn on Customer memory. It requires:
- Conversation storage on — there's no source data to distil otherwise.
- A Growth plan or higher — memory isn't part of the PAYG plan.
- A verified end-user identity on the chats you want remembered (see End-user identity).
Memory is forward-looking: it builds from conversations that settle after you enable it.
Privacy
Memory is strictly scoped to one (application, user) and built only from conversations you chose to store. It never crosses applications or users, and anonymous conversations never contribute to anyone's memory.
Conversation insights are a separate, owner-facing feature — see Conversation insights. Enabling memory does not enable insights, and vice-versa.