Memory - remember customers and organisations across tickets

Memory allows the AI assistant to remember specific information about a ticket, customer, organisation or brand - and automatically use it the next time it encounters the same entity.

What is memory?

A memory is a short note attached to a particular entity:

Save a memory

Write in the chat field:

• "Remember that this customer is a VIP"
• "Save: the organisation always requires a receipt by email"
• "Remember for this ticket: the customer has already received compensation"

The AI assistant asks about the scope (ticket / customer / org / brand) and confirms.

The AI assistant suggests on its own

When the AI assistant learns something new about a customer or organisation, it can ask (in the agent's language):

"Would you like me to remember this for this customer in future?"

Auto-inject: Memory is shown automatically

When you open a ticket, the AI assistant automatically retrieves all relevant memories and shows them at the top of the context:

Memory from earlier interactions
[Ticket #123] The customer is frustrated about slow delivery
[Customer: Pia Benne] Prefers short responses
[Org: ToyAcademy] B2B customer - always use a formal tone

You do not have to do anything - memories are used automatically in the draft.

Retrieve saved memory manually

Write in the chat field:

• "What do we know about this customer?" - retrieves customer-level memory
• "Is there anything saved about this organisation?"
• "recall_memory" directly to the AI

The difference between memory and rules

Use memory for person- or context-specific knowledge. Use rules for general policies that apply to everyone.