Customer memory is the AI’s notes on each customer: who they are, what they want, and what your team still owes them. Soosh writes it after a chat goes quiet, and you see it beside the chat. You don’t have to scroll back through weeks of messages before you reply.
Why it exists
Section titled “Why it exists”Customers write over days and weeks, and often to different people. Priya told Ravi her size last month. When she writes again, Anita shouldn’t have to ask. And a promise like “we’ll send the new colours on Friday” is easy to lose in a long chat. Customer memory keeps these in one short card.
What it remembers
Section titled “What it remembers”- Next step: the one thing to do for the customer now.
- Where they are: New, Exploring, Ready to buy, Customer, Needs support, At risk, Not interested or Not relevant. And their mood, Happy, Frustrated or Angry, only when it matters.
- A short summary of who they are and where things stand.
- Open work: promises your team made, problems not yet dealt with, and questions nobody answered, with when they’re due.
- Details and Notes: their city, size or budget, what they prefer.
- Orders and bookings mentioned in the chat.
To write it, the AI reads the messages both ways, calls, handovers and your team’s private notes. If you’ve connected a store, it reads the customer’s orders too. It doesn’t open photos or files, and voice notes aren’t transcribed, so it only knows that they were sent.
When it’s written
Section titled “When it’s written”Soosh reads a chat 30 minutes after it goes quiet. Each time, it reads only what’s new since the last update, so one quiet spell is one update. Until then, the card says New messages aren’t included yet. If you need it sooner, click Update now. If the new messages are only small talk, like “ok” or “thanks”, Soosh skips the update. If an update fails, it tries again after 15 minutes.
When customer memory is first turned on, Soosh doesn’t go back through old chats. Customers who wrote in the last week get a memory on their own. For others, an agent can update it by hand.
Customer memory is turned on in Settings > Bot settings (opens Soosh in a new tab), under AI assistant. It works even when AI answers to customers are off.
Where you see it
Section titled “Where you see it”Open a chat, then Contact info, and scroll to Customer memory. It updates on screen as soon as Soosh saves a change.
Your admin can turn on Agents see the current chat only, in Settings > Bot settings (opens Soosh in a new tab) under Human agents. It applies to members whose role can’t view contacts. These members don’t see customer memory, because it also covers earlier chats. The chat, reply suggestions, translations and hand-over summaries show them the current chat only: everything since the bot last started a chat with the customer on that number. If it never has, they see the whole chat. While the bot is off, or the chat is with your team, new messages don’t start a chat, so the view still goes back to the bot’s last one.
You stay in charge
Section titled “You stay in charge”The AI writes the memory, but your team has the last word:
- What you add or pin stays exactly as you wrote it. The AI never changes it.
- What you remove stays removed. The AI won’t add it back.
- Open work you mark as done doesn’t come back unless the customer raises it again.
How the AI uses it
Section titled “How the AI uses it”- Reply suggestions read the summary, the next step, and the details and notes, including the ones your team wrote.
- AI answers to customers read the details the AI noted, and the last messages it read. The AI is told to treat them as background, and to check payments and prices again.
Privacy
Section titled “Privacy”- The memory never keeps card numbers, passwords, one-time codes, bank account numbers or ID numbers. Messages with one-time codes never reach the AI.
- Only members who can see a chat can see its customer’s memory.
- When you delete a contact, their memory is deleted for good, with your team’s changes to it.
- There’s no button to wipe a whole memory. Remove items one by one.
Each memory update is AI usage, paid from your wallet like AI answers. If the wallet runs out of credit for AI, or the monthly AI limit is reached, updates pause until there’s room again.