What your agents remember
How memory works in your own chats and for returning visitors, and where you choose how far it reaches.
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Agents can draw on earlier conversations, so a returning customer doesn't have to repeat themselves and your own chats can build on past work. You choose how far that memory reaches: for your own chats in Chat settings, and for visitors in each deployment's Visitor memory.
In your own chats#
In AI Chat and agent test chats, open Chat settings below the message box and select Memory ("Use memory from"):
Visitor conversations from your deployments are never part of this memory, even with Workspace chats. The line under the message box shows your choice, such as Memory: Your chats, and it's remembered in this browser for all your chats.
For visitors#
- Open Deployments and select the deployment.
- On the Chat widget tab, under Features, choose Visitor memory ("What the agent remembers about a returning visitor."):
- Select Save changes.
help.ai applies this setting on its own servers, so the widget on your website can't change it. Deployments without a Chat widget tab, such as API deployments, use This agent.
Who counts as the same visitor#
A visitor is recognized by their browser, so the same person on another browser or device starts fresh. When you verify signed-in users (opens another site), their conversations and what the agent remembers follow them across devices, and the next person on a shared browser sees neither.
What you can't do#
You can't browse or edit what an agent has remembered in the dashboard. To limit memory, choose a narrower option above.
Choose This conversation only when visitors often share a device, or when conversations touch on personal matters. To tell the agent who the visitor is and which page they're on, without relying on memory, pass those details from your site.