Memory
Every interaction is tied to a contact record: what was discussed last time, what they prefer, and how they've behaved across every prior interaction.
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14 attributes on file
One record across every channel
A phone number links voice and SMS, an email links chat and email, and a tracking or account number pivots when neither exists, so a caller is matched to their existing record before the first word is spoken.
Memory snippets
At the end of every session, what was discussed, resolved or left open is written as a structured summary and indexed. When that contact returns, only the snippets relevant to the current conversation are surfaced.
Heating is off, hot water still works
Extracted attributes
Preferences, account details and anything else worth remembering are held as structured fields on the contact rather than buried in prose, so an agent can act on them directly instead of inferring them again.
+1 (312) 555-0148
14 attributes on file
FAQs
A CRM holds what someone typed into it. Memory is written automatically at the end of every agent interaction: what was discussed, what was promised, what was left open, along with attributes and behavioral patterns the agent derived rather than a rep remembering to log. The CRM record is a form someone filled in; this is a record of what actually happened.
Snippets are indexed and retrieved semantically, so what surfaces is scoped to the conversation in progress rather than the whole record. A contact with eleven prior interactions calling about a dispute gets the snippets about that dispute, not a recap of every previous call, which would cost latency and crowd out the reasoning that matters.
The second conversation. A snippet is written at the end of the first session, so a returning contact already benefits. Behavioral tags take longer by definition, as they're derived from patterns across multiple interactions, so they emerge over the first several sessions with a given contact rather than being available on day one.
What gets written is configured per workflow, so a session type can persist nothing at all, and retention windows are set per deployment and enforced automatically. Once a window expires, the record is removed without anyone intervening. Everything stays inside your own isolated instance and is never used to train shared models or shared across tenants.
The persistent profile is built per contact, which is what lets an agent recognize a specific person across channels. Separately, captured data is mapped to the entity it belongs to, like an account, a vendor, a shipment, so account-level patterns are queryable from the data layer even though the conversational record itself is contact-scoped.
