Memory
With memory on, the assistant remembers useful facts about signed-in users, such as their plan or preferred contact method, so they do not have to repeat themselves next time.
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What memory does
#Memory keeps short, stable facts and preferences about a signed-in user for one bot, for example "Prefers email over phone calls", "Is on the Pro plan" or "Has two stores: Berlin and Munich". In later conversations the assistant uses the most relevant of them.
- Only for signed-in users: your site must start the chat with a signed identity token. Anonymous visitors are never remembered.
- Facts are picked out after a conversation has been idle for 30 minutes, or right away when it closes, with one call to this bot's own model on your key.
- Up to 50 memories per user per bot; the least recently used is dropped first.
- Stored encrypted. Numbers longer than 8 digits, emails, ID and bank numbers, passwords and PINs, and health, religion or politics are never stored.
Turn it on
#- 01
Set up signed identity
Follow the Install guide so your site signs each logged-in user. Memory has nothing to work with otherwise.
- 02
Open the Memory tab
Turn on Remember signed-in users.
- 03
Choose how long to keep memories
Keep memories for 1 to 365 days after they were last used (default 180).
- 04
Update your privacy notice
Tell your users that the assistant remembers facts from their chats and how to ask it to forget.
Host context: your site can send extra signed context, such as a plan or region. Turn on Only share these keys with the bot and list the keys (one per line, custom.key for keys inside custom) to limit what the assistant sees.
See and delete memories
#Remembered users lists each user with the number of memories and when they changed. View memories shows each item, how confident the assistant was and when it expires. Delete single items, or Forget this user to delete all of their memories for this bot; their conversations stay.
Memories cannot be edited, only deleted. Owners and admins change settings; people who can manage conversations can delete memories; members can view them. Playground chats never read or write memories, even when you test as a signed-in user, so testing with a real customer's id cannot change what the assistant remembers about them.
What users can do themselves
#Visitor: What do you remember about me?
Bot: I remember that you prefer email over phone calls and that you are on the Pro plan.
Visitor: forget me
Bot: Done: I've deleted everything I remembered about you from our earlier conversations, and I won't remember this conversation either.
"Forget me" deletes everything for that bot; "forget that" forgets the current conversation. They are recognised in English, Spanish, French, German, Portuguese and Hindi when sent as the whole message, and answered without a model call.
Erasing a visitor from the conversation view deletes their memories for every bot, and a visitor data export includes them.
Worked examples
#Online shop
Remembering sizes and delivery preferences
Returning customers should not have to repeat their shoe size or that they want evening delivery.
With memory on, a customer who once said "I wear size 9 and I'm only home after 6 pm" gets size 9 suggestions and evening delivery reminders next month, without saying it again.
Clinic or bookings
Keep memory off for health details
Help patients with bookings without keeping anything about their health.
Health terms are never stored, and a clinic can simply leave memory off. If you turn it on, useful memories are things like preferred doctor or preferred visiting time.
Software company
Knowing the customer's setup
Answer support questions in the context of the customer's plan and integrations.
Send the plan as signed host context and let memory keep the rest, for example "Uses the Shopify integration". The next question about syncing gets an answer for their setup.
Coaching institute
Remembering the student's course
Answer batch and fee questions without asking which course the student is in every time.
After a student mentions "I'm in the JEE 2027 weekend batch", later questions about timings or tests are answered for that batch.