Memory & Learning

The Memory & Learning page (the screen titled When a chat closes) controls everything that happens around the end of a conversation. Each feature on it works on its own: you can remember customers without analyzing chats, or analyze chats without remembering anyone.

Accessing the page

1. Select your agent from the Agents list.
2. Click Memory & Learning in the sidebar.
3. Change what you need and click Save.

When a conversation ends

The line at the top — Conversations close after N min without a customer reply — is the trigger for everything else on the page. Memory is saved, and the conversation analyzed, only when a chat closes.

• Edit — turn auto-close on or off and set how many minutes of customer silence close a chat. With auto-close off, chats only close when an operator closes them.
• Advanced — the minimum number of customer messages a chat needs before anything runs after it closes, and a daily limit. Both apply to every feature below.

Remember customers

When this is on, the agent saves a short profile of the customer each time a chat closes, and reads it the next time the same customer writes — so they never have to repeat themselves.

• Who is remembered: only customers the platform can identify — WhatsApp, Instagram, Messenger, e-mail, Telegram, and visitors signed in to your store on web chat. Anonymous web chat visitors are never remembered.
• One profile per customer: the profile belongs to the contact, across all your agents and channels. The Contacts memory tab shows which agent captured each piece.
• Retention: a profile is kept for 12 months after the customer’s last conversation.
• Cost: billed per closed conversation; the cost grows with the conversation’s length.

What to remember

• Use default — the agent remembers names, preferences (including clothing and shoe sizes), recent purchases and useful context automatically.
• Customize prompt — tell it what matters most to your business. The profile format stays the same.
• Memory fields — the fields your business type already gives you, plus up to 20 of your own (for example Shoe size or Skin type). You type one name; the key is generated for you.

Use Test with last conversation to see what would be saved from your most recent eligible chat before you rely on it.

Pick up what was left open

When a remembered customer comes back and something is still open — an order in progress, a support request, or an interest from the last 30 days — the agent’s first reply asks whether they want to continue it.

• For orders it mentions only the order number and its status.
• For an interest it names the topic, for example “Do you want to keep looking for running shoes?”.
• This switch only controls that opening question. Turning it off does not stop the agent from remembering the customer.

Purchase history (Shopify)

These two options use the customer’s Shopify orders and need the customer to be signed in to your store:

• Personalised opening — greet a returning customer by referring to their last order, even when nothing is open.
• Cross-sell from purchase history — suggest the companion item they took last time, in addition to your own cross-sell rules.

When an order is still open, Pick up what was left open takes priority and the personalised opening is not used, so the agent never mentions both at once.

Note

Everything inside Remember customers is disabled while the main switch is off. Your choices are kept and come back when you turn it on again.

Caution

Memory describes the customer, never your products. Product names, brands and prices always come from your catalog — a customer who prefers a brand never makes the agent present another brand’s product as that brand. In a regulated business type, the safety guard still decides what may be offered.

Analyze conversations

When a chat closes, the agent marks its outcome, any red flags, and whether it needs a person. These appear as badges on the Conversations list. About 1 credit per analyzed conversation. It is independent of memory.

Capture leads

Turn on Capture leads to have the agent write a lead card when a conversation closes, even without a CRM extension or a lifecycle hook. The lead appears on the Leads board and is sent as the lead.captured event to your n8n and Make triggers.

• The lead is captured inside the same end-of-conversation analysis — no extra AI call — and billed once per closed conversation as a CRM lead.
• One lead per conversation. When Capture leads, a CRM extension and a hook with the lead section are all on, the lead is still captured once and that same lead reaches every destination.
• With Capture leads off, a connected CRM or a hook that asks for the lead still captures it.

Win back interest

When a customer shows interest and then goes quiet — asks about a product, starts a booking — the agent sends one follow-up message while the conversation is still open.

• First message delay — how long the customer has been silent before the message goes out: from 10 minutes to 8 hours. It must be shorter than the auto-close time, so delays that would arrive after the chat closes are not offered. New setups start at 15 minutes.
• Sent on WhatsApp and Instagram, within Meta’s 24-hour window from the customer’s last message.
• Conversations resolved by an operator are never followed up.
• Each message is billed as a standard AI interaction.

Which feature does what

Feature	When it acts	What the customer sees
Pick up what was left open	The customer comes back with something open	”Do you want to continue your order #1042?”
Personalised opening	The customer comes back, signed in, with past orders	”Hi! How did the sneakers work out?”
Win back interest	The customer goes quiet during an open chat	One follow-up before the chat closes
Analyze conversations	Every chat that closes	Nothing — badges for your team
Capture leads	Every chat that closes	Nothing — a lead card for your team and your workflows

Seeing and deleting what was remembered

Open Contacts → Memory to see every remembered customer, or open a contact and its Memory tab to see the timeline: fields and which agent captured them, open interests, orders and support requests. Admins can edit a field or delete the customer’s memory there.

Next steps

• Agent Settings — name, language, model and prompt.
• Conversations — where the analysis badges appear.
• Playground — test how your agent replies.