Discover
With memories on, the assistant saves key details from a conversation as notes on the contact, so your team, and Copilot, have context next time. The assistant does not read these notes when it replies to customers.
Plan & access: Startups, Business or Enterprise (Pricing & Plans). An administrator turns it on per assistant.
Set up & try
Before you start
- An assistant. See Set up a Captain assistant and connect your inboxes.
Turn on memories
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Go to Captain > Assistants, open the assistant, and go to Settings.
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Turn on Capture key details as memories from customer interactions.
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Save.
What gets saved
Details that help next time, such as:
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Preferences, and the products or plan the customer uses.
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Recurring questions or issues.
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Special needs, such as an integration they rely on.
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Context such as team size.
Test it
Have a conversation where you mention a preference, for example "We use the Pro plan and prefer email", and resolve it. Then open the contact and check Notes.
Get value
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Memories appear in the contact's Notes with "Bot" as the author and the time they were saved. Agents see them in the conversation sidebar.
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Memories are saved when a conversation in a connected inbox is resolved, whether the assistant or an agent handled it, as long as the account has credits.
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Agents can delete a memory but cannot edit it.
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Tell customers what you store, in line with your privacy policy.
Troubleshoot
| Symptom | Likely cause | What to do |
|---|---|---|
| No notes appear | The toggle is off, the conversation is not resolved yet, or nothing worth saving came up | Check the setting; resolve the conversation |
| Memories stopped | Credits ran out | See Captain AI credits and usage |
| Notes appear for some contacts only | Only resolved conversations in inboxes connected to the assistant create memories | Expected |
More causes: Troubleshoot Captain.