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The Memory tab controls what an agent remembers about a person across conversations. The agent identifies a person by phone number, so an enabled phone call and WhatsApp conversation from the same number can use the same memory.

Turn memory on

Use the Memory switch at the top of the tab. While it is off, the settings below it have no effect. Saving a change updates the draft; publish and make that version live before the new settings affect customer conversations.

Choose where it applies

Under Where memory applies, turn on the channels that should read and add memories: Inbound calls, Outbound calls, and WhatsApp. A channel that is off does neither. Recent messages kept sets how many turns remain available word for word in a conversation, from 4 to 30. Older turns are summarized.

Choose what to remember

Name and preferred language are remembered by default when memory is enabled. Under What to remember, add fields for details your business needs, such as a preferred location or budget. Give each field a label, type, and a clear description of what the agent should listen for. Text fields can have optional allowed values. Turn on Allow AI to create labels if the agent may also save useful details outside your field list. What it may label lets you guide those extra labels. The agent does not store card numbers, CVV, PINs, OTPs, government ID numbers, bank details, or health information as memories.

Review or remove a person’s memory

Select View what this agent remembers to inspect saved people and details. Changes to the Memory settings follow the draft and version workflow; deleting a saved person’s data takes effect immediately. Review the person and action carefully in that dialog. See Versions for publishing changes and Test for checking an agent before using it with customers.