Soosh keeps your chats and contacts so your team can pick up any chat where it left off. Roles decide who sees what, and you can hide customers’ phone numbers from everyone. The AI sees only what it needs to answer, and never one-time codes.
Why it matters
Section titled “Why it matters”When Priya writes to Blue Lotus Fashion, she trusts you with her number, her address and sometimes her order history. Your team needs that to help her. It shouldn’t go further than the people and tools that need it.
What Soosh keeps
Section titled “What Soosh keeps”- Chats. Every message you send and receive, with the photos, voice notes and documents in them.
- Contacts. Each customer’s number, name and tags, and your team’s private notes.
- Customer memory. If you turn it on, the AI notes what matters about each customer after a chat, like open questions or their size. Card numbers, account and ID numbers, and passwords or codes are removed before it’s saved.
- Calls. A log of each call, and a recording if call recording is set up for your workspace.
Soosh doesn’t delete chats automatically after a set time.
Who can see it
Section titled “Who can see it”Each member’s role decides what they can open. With the built-in roles:
- Agents can see every chat and contact, but only their own calls.
- Managers, admins and the owner can see every chat, contact and call, and can export contacts.
- Only admins and the owner can read the audit log.
To limit an agent to the chats assigned or handed to them, give them a custom role. See Roles and permissions.
Hiding phone numbers
Section titled “Hiding phone numbers”With Mask phone numbers on in Settings > General (opens Soosh in a new tab), everyone sees only the last 4 digits of customers’ numbers, admins included. That covers chats, contacts, the queue, calls, campaigns and contact exports. Your team can still reply and call as usual.
Hiding numbers doesn’t cover API keys. A key that can read contacts, or broadcast recipients, gets customers’ full numbers, so your own systems can match them. Give those permissions only to keys for systems you trust with the numbers.
The audit log
Section titled “The audit log”The Settings > Audit log (opens Soosh in a new tab) records who added, changed or removed something in your workspace, and when, with each change before and after. Use it to answer “who changed this?”. It records changes, not who looked at a chat.
What goes to the AI
Section titled “What goes to the AI”Bot replies, customer memory and reply suggestions use Soosh AI. There’s no provider or key for you to set up. To answer a customer, the AI gets your bot’s instructions, your knowledge base, the customer’s recent messages and what customer memory knows about them.
Messages sent from authentication templates, the ones with one-time codes, are blanked out. They never reach the AI or customer memory.
Deleting a customer
Section titled “Deleting a customer”When you delete a contact, what customer memory knew about them is deleted for good. The contact disappears from your lists, but their chats are kept. If they message you again, the contact comes back with the earlier chats.
If a workspace is closed
Section titled “If a workspace is closed”Soosh support can close a workspace, for example when an account is suspended. Nothing is deleted. Members see that the workspace is closed, and can still open their other workspaces. While it’s closed, nothing is sent: no messages, campaigns, bot or AI replies, calls, webhooks or automatic top-ups, and API keys stop working. Messages and calls that arrive meanwhile aren’t kept. When it’s reopened, paused campaigns stay paused until you resume them.