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Contact memory lets your agents remember a contact from one conversation to the next. The agent keeps the contact’s details and any open follow-ups, and greets a returning contact with that in mind. When memory is off, every conversation starts fresh. Memory works for every agent in the workspace: voice, chat, and web agents, on every plan.

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Turn it on or off

  1. Open Settings > Workspace > General.
  2. Find the Memory section.
  3. Switch Contact memory on or off.
The switch covers the whole workspace. Only an account owner or admin can change it. A change takes effect from each contact’s next conversation.

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How it works

  • After a conversation ends, the agent writes down what it learned about the contact.
  • Before the next conversation, the agent reads it, so it doesn’t ask for the same things again.
  • It works across channels. What a contact said on a call is there when they text or use your website chat.

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Searching past conversations

When a returning contact asks about something from an earlier conversation, the agent searches that contact’s past conversations first. It does this before it answers, so it does not guess or ask the contact to repeat themselves. For example, a contact who asks “So, is it fixed now?” gets an answer based on what was said last time. The agent does not search on a greeting, small talk, new information, or a general question about your business. It also does not search for something said earlier in the same conversation. What the agent can search:
  • Only this contact’s conversations. It never sees another contact’s history.
  • Finished conversations that have a summary. A finished call counts even if nobody closed it in Unibox. The conversation that is still going on is never part of the search.
  • Not deleted conversations. Once a conversation is deleted, the agent can’t find it.
This works for every agent with memory on, voice, chat, and web.

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See what an agent remembers

Open a contact in Contacts, or open their conversation in Unibox and expand the Memory card in the details panel. The card lists what the agent knows, including Open loops: things the contact is still waiting on. A new contact shows “Ned hasn’t learned anything about this contact yet.” The card fills in after their first conversation closes.

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Keep callers apart

Agents recognise callers by their phone number. If your call forwarding replaces the caller’s number with your own line, every call looks like the same person. Make sure your forwarding keeps the original caller’s number. When Nedzo can’t be sure who a caller is, the agent does not use memory on that call. One contact’s details are never given to another.