Memories

Memories are standing instructions you teach the agent, in plain words:

"Offer the SPRING10 discount code when someone asks about discounts." "When asked about plans, always invite the visitor to book a demo."

They're injected into every future conversation and win over the knowledge base when the two conflict — which is exactly what you want when a page is out of date or the agent phrased something badly.

Creating memories

• From the Memories tab — write the instruction and save. Up to 100 per agent.
• From a conversation — spot a reply you'd phrase differently in the Inbox? Click Create memory in the details pane and describe what the agent should do next time. The memory is linked to that conversation for context.

Test before you save

Use the Test your memory box: ask as a visitor would, and the draft you're writing is included even before you save — so you can see its effect first, then commit.

Managing

Edit or delete any memory from the list; changes apply immediately. Prefer a few sharp instructions over many vague ones — each memory is read on every reply.