AI memory

For: Administrators who decide how the assistant personalises replies; everyone who reviews customer records·Requires: The Admin role to switch memory on and to add or delete memories; any role to read them·Screenshots show sample data

A customer who told the assistant last week that they prefer short answers, or that their invoices go to the finance team, should not have to say it again today. AI memory lets the assistant keep short, factual notes about each customer and about each customer company, and use them in later conversations. You decide whether it is used, you can write facts for a whole customer company yourself, and you can delete any memory.

What it does

Without memory, every conversation starts from nothing. Customers repeat their preferences, their setup and the history of their last problem, and the assistant gives the same generic answer it gave before.

With AI memory switched on for your company, the assistant reads up to 12 remembered facts about the customer and their company at every turn and treats them as background. From there:

• StrikeUp learns facts about each customer from their finished conversations: preferences, their setup, open questions and how earlier problems were solved. Understanding AI memory.
• Administrators write facts that apply to every customer of a customer company, such as how that company wants to be invoiced. Account memory, facts for a whole company.
• You review what the assistant remembers about one customer and delete any memory, for example on a data request. Customer memory, what was learned about one customer.
• Your customers see their own memories in the customer portal, can delete them and can opt out. Memory in the customer portal.

Every memory is listed with its category and date on the customer’s or the customer company’s page, so you can always see what the assistant may draw on.

Before you start

Requirement	Details
Availability	AI memory is available to every workspace; your company switch decides whether it is used.
Role	Only an Admin can switch memory on, add account memories and delete memories. Users and Guests can read the lists; their changes are refused with “This action requires the Admin role.”
The company switch	Enable AI memory under Settings › Company. It is off for a new company.
Customers the assistant can recognise	Memory belongs to a customer or a customer company. A chat must identify the customer, or their customer company, for memory to be used. See Identify users and pass context.
Cost	Learning memories makes an AI call for each finished conversation, and adding an account memory makes one AI call for its safety review.

Good to know

Memory adds context to replies; it does not give the assistant new abilities. It never decides what a customer is entitled to, which is why notes about plans, permissions or prices are refused.

Understanding AI memory

Memory is kept at two levels. There is no memory for your whole workspace.

Level	Where it comes from	Who it applies to	Where you see it	Example
Customer memory	Learned by StrikeUp from that customer’s finished conversations	One customer	CRM › Customers › the customer › Memory	Prefers short answers with the invoice number first.
Account memory	Written by an administrator	Every customer of one customer company	CRM › Companies › the company › Overview › Account Memory	Purchase orders must be quoted on every invoice.

Each memory has a category:

Category	What it holds	Example
Fact	Something true about the customer or company	UK company — every invoice must show 20% UK VAT.
Preference	How the customer likes to be helped	Prefers short answers with the invoice number first.
Profile	The customer’s role or setup	Owns the API keys for the Example staging app.
OpenThread	A question still open; expires after 14 days by default, at most 30	Waiting for the corrected March invoice.
Resolution	How an earlier problem was solved	VAT on INV-2026-0418 corrected with a credit note.

How StrikeUp decides

• When memory is used. At every turn, only if AI memory is available for your workspace, Enable AI memory is on, the customer has not opted out, and the chat identifies the customer or their customer company. If loading memory fails, the chat carries on without it.
• Which memories are used. Active memories of the customer and of their customer company, ranked by importance, then the customer’s own before the company’s, then newest first. At most 12 per turn, and at least half of the places are kept for the customer’s own memories.
• When something is learned. Not during the chat. StrikeUp looks at finished conversations every hour and merges the results into the customer’s memory once a day at 03:00 UTC, so a new fact usually becomes usable within a day.
• How memories are kept short. A memory is at most 400 characters. A customer keeps at most 60 active memories; beyond that the least useful are dropped.
• Deleted means gone for good. A deleted memory is not used again and is not learned again from the same conversations.

What does not get stored

• Claims about plans, tiers, subscriptions, upgrades, payments or permissions.
• Short-lived numbers, such as counts within a time window.
• Personal data that cannot be removed from the note. Other personal data is removed before the note is stored.
• Notes judged unimportant or uncertain.
• Anything from customers who have opted out of memory.
• Anything from conversations started by a webhook or a scheduled workflow: autonomous agents and workflows neither create nor use memory.
• Anything from conversations held while Enable AI memory is off. They are not read for memory, then or after you switch it back on.

Setting it up in four steps

1. Open the company settings. Open the Settings menu at the bottom of the sidebar and select Company.

   

   AI memory is switched on for the whole workspace under Settings › Company.

   What this screenshot shows

   Screen

   Settings (/admin/profile)

   Highlighted

   menuitem “Company”, sidebar-settings-menu, enabled. opens /admin/company

   Also visible

   Profile, Company, Users, Dark Mode, Docs, Resources, Logout

   Purpose

   finding the memory master switch

2. Switch memory on. Select Edit Details, turn on Enable AI memory and select Save Changes. From the next turn, chats that identify a customer use their memories.

3. Add facts for a customer company (optional). Open CRM › Companies, select a company, scroll to Account Memory on Overview, type a fact in Add a memory and select Add memory. You see Memory added.

4. Review what was learned (optional). A day later, open CRM › Customers, select a customer who chatted, and open Memory. Delete anything that should not be there.

Suggested rollout

Add two or three account memories for one customer company first and switch memory on. Read that company’s next conversations and its customers’ Memory sections after a day. When what you see is accurate and useful, add account memories for your other customer companies.

Every setting, explained

Memory has one company-wide switch and two lists you manage; each is described below with where it is, what it does and why.

Enable AI memory, the master switch

Where

Settings › Company, the Enable AI memory box in the details card, below the AI provider keys. Greyed out until an Admin selects Edit Details; saved with Save Changes, together with the rest of the card.

What

Off for a new company. On: the assistant uses customer and account memories in its replies, subject to the conditions in How StrikeUp decides. Off: the assistant does not use memories in its replies, from the next turn. Turning it off deletes nothing: memories that exist stay listed and are used again if you switch it back on. Nothing new is learned while it is off: conversations from that time are not read for memory, then or later.

Why

Whether remembered facts about your customers shape what the assistant says is a company-wide decision, so it is one switch, owned by administrators.

Only Admins can change the switch, and only after choosing Edit Details; it is saved with Save Changes.

What this screenshot shows

Screen

Enable AI memory (/admin/company)

Highlighted

switch “Enable AI memory”, memory-card, on. turns memory use in chats on or off for the workspace (saved with Save Changes)

Also visible

Save Changes and Cancel; Require Two-Factor Authentication card below

Purpose

the workspace memory switch

Account memory, facts for a whole company

Where

CRM › Companies › the company › Overview, the card Account Memory near the bottom, subtitled Facts the assistant remembers for every customer of this company. Type into Add a memory and select Add memory; it saves at once.

What

Adds a fact that the assistant may use for every customer of that company. The fact is stored as a Fact with importance 7 out of 10; you cannot choose another category or importance. Before saving, StrikeUp checks it in three stages and refuses it with a message:

Check	Message you see	What to change
Empty text	“Content is required.” (the button stays greyed out while the box is empty)	Type a fact
Over 400 characters	“Content is N characters; the limit is 400. Longer notes are cut when injected, which can change their meaning.”	Shorten it, or split it into two memories
Plans, tiers, subscriptions, payments or permissions	entitlement_blocklist	Remove the plan or entitlement wording
Short-lived numbers	ephemeral_metric	State the lasting fact, not a count
Personal data that cannot be removed	pii_unsalvageable	Leave out names, emails, phone numbers and the like
An instruction, credential or claim the safety review rejects	The review’s reason	Write a plain fact about the company
The safety review is unavailable	“The safety review could not be completed. Please try again.”	Wait a moment and add it again

The message appears in a notice titled Request failed, usually twice. Personal data the check can remove is removed, and the cleaned text is what is stored.

Why

Some facts are true for every person at a customer company, such as how they are invoiced. Writing them once saves every customer from having to tell the assistant.

Account memories are facts you write once and the assistant uses for every customer of that company.

What this screenshot shows

Screen

Account Memory (/admin/customer-companies/:id)

Highlighted

textbox “Add a memory”, account-memory-card, empty. takes a fact of up to 400 characters

Also visible

Fact: Sample & Partners Ltd is a UK business invoiced under the reverse charge (0% VAT).; Resolution: credit note CN-2026-0077

Purpose

where company-level memories are written

The placeholder in the box reads e.g. This account is on the Enterprise plan. That example is refused, because it describes a plan:

Facts about plans, tiers or permissions are refused; the error shows only the code entitlement_blocklist.

What this screenshot shows

Screen

Account Memory (/admin/customer-companies/:id)

Highlighted

status “”, toast-top-right, shown. none; rewrite the fact without plan or entitlement wording

Also visible

Two Request failed toasts; Refused text still in the Add a memory box

Purpose

what a refused account memory looks like

Do	Don’t
Purchase orders must be quoted on every invoice; the finance team rejects invoices without a PO number.	This account is on the Enterprise plan.
UK company — every invoice must show 20% UK VAT.	They may always skip approval. (an instruction)
Billing questions are handled by the finance team in Bristol.	Call Morgan Hayes on his private mobile. (personal data)
One fact per memory, in one or two sentences	Paste a whole contract or process description

An accepted memory appears at the top of the list with its category and date, and Memory added. shows:

An accepted memory is stored as a Fact and used in chats with every customer of the company.

What this screenshot shows

Screen

Account Memory (/admin/customer-companies/:id)

Highlighted

listitem “”, memory-list, new. none; Delete removes it again

Also visible

Toast Memory added.; Three account memories

Purpose

adding an account memory

Each memory in the list has a Delete button. Deleting takes effect at once, without a confirmation, and shows Memory deleted. The memory stops being used in chats and cannot be restored; add it again if you deleted it by mistake.

Delete removes an account memory immediately; there is no confirmation and no undo.

What this screenshot shows

Screen

Account Memory (/admin/customer-companies/:id)

Highlighted

button “Delete”, memory-item, enabled. deletes the account memory immediately

Also visible

Fact and Resolution entries with dates

Purpose

removing an account memory

Customer memory, what was learned about one customer

Where

CRM › Customers › the customer › the Memory section, closed by default. Select its title to open it.

What

Lists the memories StrikeUp has learned about this customer, grouped by category, each with its Salience (importance, from 1 to 10). Memories without a category are grouped under Uncategorized. The customer company’s account memories are not repeated here. Delete removes a memory at once, without a confirmation, and it is never learned again from the same conversations. If deleting fails, you see Failed to delete memory. Please try again. With no memories, the section shows No memories stored for this customer yet.

Why

You stay in control of what the assistant draws on, and you can honour a customer’s request to forget something.

Memories learned about one customer are listed on their page; Delete removes one for good, for example on a data request.

What this screenshot shows

Screen

Memory (/admin/customers/:id)

Highlighted

button “Delete”, memory-item, enabled. deletes the memory immediately; it is not learned again

Also visible

Preference (7), Profile (6), Resolution (5)

Purpose

one customer's learned memories

How the settings combine

Company switch	Customer opted out	Chat identifies the customer or their company	Result
On	No	Yes	Customer and account memories are used in replies
On	No	No (anonymous visitor, no company)	No memory is used
On	Yes	Yes	No memory is used, and nothing new is stored for that customer
Off	Any	Any	No memory is used in replies; existing memories are kept

Which should I choose?

Switch memory on when your customers come back to the assistant over days or weeks and their setup matters to the answer. For one-off questions from anonymous visitors, memory has nothing to work with.

AI memory in your admin app

Where	What it shows	Which memories
Settings › Company	Whether Enable AI memory is on	The whole company
A customer company’s Overview	Account Memory, newest and most important first	Account memories of that company
A customer’s details page	Memory, grouped by category	Memories learned about that customer

The switch in the read-only view

Everyone can see whether memory is on. Users without the Admin role only ever see the switch greyed out, because Edit Details is shown to administrators only.

Why: your team knows whether replies may draw on remembered facts when they read a conversation.

Everyone can see whether memory is on; the switch only becomes editable for Admins after Edit Details.

What this screenshot shows

Screen

Enable AI memory (/admin/company)

Highlighted

text “Enable AI memory”, memory-card, on (read-only). none

Also visible

Created, Last Updated, Status Active, Total Users 5

Purpose

checking whether memory is on

Memory in the customer portal

Where

The customer portal your end customers open from the widget, on its memory page. See Customer portal.

What

A customer sees their own memories and the account memories of their customer company. They can delete their own memories, but not account memories, and they can opt out of memory. Opting out stops their memories being used and stops new ones being stored.

Why

Customers can check what the assistant remembers about them and remove it themselves, without asking you.

• A customer deletes Prefers phone calls → the assistant stops using it from the next turn, and it disappears from Memory on their details page.
• A customer opts out → their memories are no longer used, and their new conversations add nothing.
• You add an account memory for their company → it appears, read-only, on the memory page of every customer of that company.

Account memories are visible to your customers

Every customer of a customer company can read its account memories in the portal. Write them as you would write to the customer: factual, neutral and without internal remarks.

What you need to know

Topic	Fact
Levels	Customer memory (learned) and account memory (written by administrators). No workspace-wide memory.
Per turn	At most 12 memories, at least half of them the customer’s own.
Timing	Learned from finished conversations every hour, merged daily at 03:00 UTC; usually usable within a day.
Length	400 characters per memory.
Per customer	At most 60 active memories.
Open questions	Expire after 14 days by default, at most 30.
Never stored	Plans, entitlements, payments, short-lived numbers, personal data that cannot be removed, anything from opted-out customers.
Workflows and agents	Conversations started by webhooks or scheduled workflows neither create nor use memory.
Switching off	Stops use in replies from the next turn and stops learning: conversations from that time are never read for memory. Deletes nothing.
Deleting	Immediate, without confirmation, and permanent; the memory is not learned again.
History	Earlier versions of a memory are not shown in the admin app.
Failure	If memory cannot be loaded, the chat continues without it.

Frequently asked questions

General

What does AI memory do?

It lets the assistant use short, factual notes about a customer and their customer company in later conversations, so customers do not repeat their preferences and setup. Notes are learned from finished conversations or written by administrators, and the assistant reads at most 12 of them per turn.

Is AI memory on by default?

No. Enable AI memory under Settings › Company is off for a new company, and the assistant uses no memories until an administrator switches it on and selects Save Changes.

Does memory work for anonymous visitors?

Only through their customer company. Memory belongs to a customer or a customer company, so the chat must identify one of them. An anonymous visitor with no company gets no memory; how your product identifies people in the widget decides this.

Is one customer’s memory shared with other customers?

No. Memories learned about one customer are used only in that customer’s conversations. Only account memories, which administrators write on a customer company’s Overview tab, apply to every customer of that company.

Setup

Where do I turn AI memory on?

Under Settings › Company: select Edit Details, turn on Enable AI memory and select Save Changes. The switch is saved only with the rest of the card.

Who can switch memory on or add memories?

Only administrators. Users and Guests can see the switch, the account memories and the customer memories, but the switch stays greyed out for them, and adding or deleting a memory is refused with “This action requires the Admin role.”

I switched memory on. Why does the assistant not remember anything yet?

Memories are learned after conversations, not during them: StrikeUp reads finished conversations every hour and merges them into memory once a day at 03:00 UTC. A new fact is usually usable within a day. Account memories you write are usable from the next turn.

Does turning AI memory off delete the memories?

No. Turning off Enable AI memory and saving stops the assistant from using memories from the next turn, but every memory stays listed on the customer and customer company pages and is used again if you switch memory back on.

Account memory

Why was my account memory refused?

StrikeUp refuses notes about plans, tiers, subscriptions, payments or permissions (entitlement_blocklist), short-lived numbers (ephemeral_metric), personal data it cannot remove (pii_unsalvageable), notes over 400 characters and instructions its safety review rejects. The notice titled Request failed names the reason.

The placeholder suggests “This account is on the Enterprise plan.” Why is that refused?

Notes about plans and entitlements are never stored, because memory must not decide what a customer is entitled to. The placeholder in Add a memory is only an example of the box’s purpose; write lasting facts such as invoicing rules instead.

How long can a memory be?

400 characters. Longer account memories are refused with a message that gives the length, because a note cut short could lose a word such as “not” and change its meaning. Split a long note into two memories instead.

Can I choose the category or importance of an account memory?

No. Every account memory you add on a customer company’s Overview tab is stored as a Fact with importance 7 out of 10. The list shows the category and the date you added it.

Can our customers see account memories?

Yes. Every customer of that customer company sees its account memories, read-only, on the memory page of the customer portal. Write them neutrally, as you would write to the customer, and keep internal remarks out of them.

Customer memory

Where do I see what the assistant remembers about a customer?

Open CRM › Customers, select the customer and open the Memory section, which is closed by default. Memories are grouped by category, each with its importance. Account memories of their company are on the company’s page.

How do I delete a memory for a data request?

Open the customer under CRM › Customers, open Memory and select Delete on each memory. Deletion is immediate, has no confirmation and is permanent; the memory is not learned again.

Can I undo a deletion?

No. A deleted memory is gone for good and is not learned again from the same conversations. For an account memory you deleted by mistake, type it again on the customer company’s Overview tab and select Add memory.

Can I see how a memory changed over time?

No. The admin app shows each memory’s current text, category and date, or for customer memories its importance, but not earlier versions. Delete a memory that is wrong; a corrected fact is learned from later conversations.

In conversations

How many memories does the assistant use per reply?

At most 12, ranked by importance, the customer’s own before their company’s, then newest first. At least half of the places are kept for the customer’s own memories, so account memories cannot crowd them out.

Do workflows and autonomous agents use memory?

No. Conversations started by a webhook or a scheduled workflow neither create nor use memory. AI memory applies to chats with your customers in the widget and portal.

What happens if memory cannot be loaded during a chat?

The chat continues without memory. The assistant answers as it would with memory switched off, and the customer sees no error.

Data and privacy

What is never stored as a memory?

Claims about plans, tiers, subscriptions, upgrades, payments or permissions; short-lived numbers; personal data that cannot be removed from the note; notes judged unimportant or uncertain; and anything from customers who opted out. Other personal data is removed before a note is stored.

Can a customer opt out of memory?

Yes, in the customer portal. Once they opt out, their memories are no longer used in replies, their conversations are no longer read for memory, and nothing new is stored for them. They can also delete their own memories there, but not their company’s account memories.

How long are memories kept?

Until they are deleted, except open questions, which expire after 14 days by default and at most 30. A customer keeps at most 60 active memories; beyond that the least useful ones are dropped.

What happens while memory is switched off?

Nothing is used and nothing is learned. While Enable AI memory is off, StrikeUp does not read your company’s conversations for memory, and it does not go back to them when you switch memory on again. Memories that already exist are kept and are used again once it is back on; delete them on the customer’s or the customer company’s page if you want them gone.

Troubleshooting

Symptom	What to check
entitlement_blocklist when adding an account memory	Remove wording about plans, tiers, subscriptions, upgrades, payments or permissions.
ephemeral_metric	Replace counts within a time window with the lasting fact behind them.
pii_unsalvageable	Remove names, email addresses, phone numbers and similar personal data.
“Content is N characters; the limit is 400. …”	Shorten the note or split it into two memories.
“The safety review could not be completed. Please try again.”	Wait a moment and select Add memory again.
Every add or delete fails with “This action requires the Admin role.”	Only administrators can change memories. Ask an administrator.
The assistant ignores remembered facts	In order: is Enable AI memory on and saved? Does the chat identify the customer or their company? Has the customer opted out in the portal? Is AI memory available for your workspace (ask support)?
A fact from yesterday’s chat is not used yet	Memories are merged daily at 03:00 UTC. Check the customer’s Memory section tomorrow.
The Memory section is empty for a customer who chatted	Memory is learned within about a day; the customer may have opted out; conversations from webhooks or workflows add nothing.
Failed to delete memory. Please try again.	Reload the page and try again; check that you are an administrator.
Failed to load account memories.	Reload the page.

Still stuck?

Send StrikeUp support the customer or customer company, the time of the conversation and what you expected the assistant to remember. Support can see whether memory was used in that turn and which memories exist.

Related

• Company
• Details of a customer company
• Customer details
• Customer portal
• Identify users and pass context