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Visitor memory
With Subject Memory on, your assistant remembers people across conversations — greeting a returning, signed-in visitor by name, recalling what they asked about last time, and skipping questions they already answered. It also remembers social commenters and gives the dashboard Pilot recall of your own recent changes. Off by default, opt-in per widget, and verified-identity only.
On the website, memory only accrues for verified visitors — it requires Visitor sign-in so we know who someone is, because an anonymous browser ID isn’t a trustworthy identity. Phone callers are the exception: a mobile caller’s number (their caller ID) is a real, durable identity, so phone callers get memory automatically — no sign-in needed. (Calls from a confirmed landline are not remembered, since a landline is a shared line, not a person.)
What it remembers
| Who | What the assistant recalls |
|---|---|
| Returning website visitor (signed-in) | Prior topics & issues, answered qualifying questions (budget, timeline), preferred language — so it greets them and doesn’t re-ask. |
| Returning phone caller (mobile) | Recognised by caller ID — whether they’re a first-time or repeat caller, what they discussed on previous calls, and a name they gave. So the assistant greets a returning caller warmly and, if a call was cut off, can offer to pick up where they left off. |
| Social commenter (Facebook / Instagram) | Past comments and sentiment — so the reply can acknowledge a returning commenter or a prior complaint. |
| You / your team (the dashboard Pilot) | Your recent config changes (“what did I just change?”) and your past Pilot questions. |
How memory is organized
Memory is tiered so the assistant stays focused — storage is cheap, but attention is expensive, so only what’s relevant is brought into a given reply:
- Profile — a short, always-available summary of what we know about the person.
- Recent interactions — the last few exchanges, kept handy for a while then aged out.
- Older history — retrieved only when the current message is relevant to it.
Turn it on
The switch lives in Customize & Deploy, in the Capabilities tab. In the panel below, the Subject Memory (remember returning visitors & callers) checkbox is the master on/off. Ticking it reveals the inline Retain for … days, then auto-deleted field — the retention window that ages out old interaction history. It stays hidden until memory is on.
The Capabilities tab — one checkbox turns memory on; the Retain for field appears beneath it.
- Go to Customize & Deploy → Capabilities and tick Subject Memory.
- For website memory, configure Visitor sign-in so visitors have a verified identity. (Not needed for phone — mobile callers are identified by their caller ID automatically.)
- Optionally set the Retain for window (default 180 days) — interaction history older than this is automatically deleted.
Phone calls & consent. When memory is on, mobile callers are remembered by caller ID. If you record or remember calls, make sure your call greeting / privacy notice covers it for your jurisdiction — the same as any call recording.
Review & manage what’s stored
Open Leads → Known visitors in the dashboard to see every person the assistant remembers for a widget. In the Known visitors list below, each row shows the person’s name (or email, or id), a visitor type badge, and their interactions and facts counts with a last seen date. Use the Search box to find someone by name, email, or id. Every row carries two per-person actions:
The Known visitors tab on Leads — one row per remembered person, each with Export and Delete.
For any person you can:
- Export — download everything stored about them as JSON.
- Delete — permanently erase all of their memory (a confirm prompt guards it; it cannot be undone).
Privacy & GDPR
- Off by default, opt-in per widget.
- Real identities only — a signed-in website visitor or a mobile phone caller’s caller ID. Anonymous browsers and confirmed landlines are never tracked across sessions.
- Consent-aware — a do-not-track signal from your site suppresses memory for that visitor.
- Right to access & erasure — visitors can export or delete their own data, and you can do the same per person from the dashboard. (Developers: see the visitor memory endpoints.)
- Retention — old interaction history is auto-deleted past your retention window.