Contact Memory

Contact Memory allows your AI agent to remember information about contacts across conversations. This enables personalized support and contextual responses.

How Memory Works

1. Contact identified by ID (passed from your system)
2. AI extracts relevant information during conversations
3. Facts stored in memory categories
4. Future conversations access stored memories
5. AI uses memories to personalize responses

Memory Categories

Categories define what types of information to remember.

Viewing Categories

1. Go to AI Agents > Memory
2. See list of memory categories
3. Each shows name, description, and status

Default Categories

Goldilocks includes common categories:

Creating Categories

1. Go to AI Agents > Memory
2. Click Add Category
3. Fill in:
   • Name - Display name
   • Slug - Unique identifier
   • Description - What to extract
   • Extraction Prompt - Optional custom prompt
4. Save

Example Category

Name: Communication Preferences

Description:

How the contact prefers to communicate and be addressed. 
Includes preferred name, communication style, and contact preferences.

Extraction Prompt:

Extract any stated preferences about how the contact wants to be 
addressed or communicated with. Look for preferred names, titles, 
or explicit preferences about communication style.

Memory Extraction

Automatic Extraction

After conversations, the AI analyzes the exchange and extracts relevant facts into memory categories.

Example conversation:

Contact: "Please call me Mike, not Michael"

Extracted memory: Category: Communication Preferences Value: "Prefers to be called Mike instead of Michael"

What Gets Extracted

The AI looks for:

• Explicit preferences stated by contact
• Important facts about their situation
• Context that would help future interactions
• Corrections or updates to previous information

Extraction Timing

Memory extraction happens:

• When a conversation ends
• After significant exchanges
• When relevant information is detected

Using Memories

In Conversations

Memories are automatically included when:

1. Contact is identified
2. Memories exist for that contact
3. Memories are relevant to current topic

Example:

Memory: Prefers email contact, had billing issue in March

AI response: "Hi Mike! I see you had a billing question. Since you prefer email, I can send you a detailed breakdown there. Would you like that?"

In Workflows

Memory conditions can trigger workflows:

# Trigger VIP workflow for high-value customers
conditions:
  - category: customer_tier
    operator: equals
    value: "vip"

Contact Identification

For memory to work, contacts must be identified.

How to Identify Contacts

Pass contact ID in your widget configuration:

new Goldilocks({
  apiKey: 'your-key',
  customerId: 'unique-customer-id',
  customerLabel: 'John Smith'  // Optional display name
});

Without Identification

If no contact ID is passed:

• Conversation happens normally
• No memories are retrieved
• No new memories are stored
• Each conversation is independent

Managing Memories

View Contact Memories

1. Go to AI Agents > Memory
2. Find contact section or search
3. View all memories for a contact

Edit Memories

1. Find the memory entry
2. Click to edit
3. Update the value
4. Save

Delete Memories

1. Find the memory entry
2. Click delete
3. Confirm

Privacy Considerations

Data Retention

Configure how long memories are kept:

• Set expiration per category
• Automatic deletion after period
• Manual retention management

Contact Requests

Be prepared to:

• Show contacts what's remembered
• Delete memories on request
• Correct inaccurate memories

Sensitive Data

Be careful with:

• Personal health information
• Financial details
• Sensitive personal data

Configure categories to avoid extracting sensitive information if inappropriate.

Best Practices

Focus on Helpful Information

Remember things that improve support:

• Preferences that personalize experience
• Context that avoids repetition
• History that informs responses

Don't Over-Remember

Avoid storing:

• Trivial details
• Temporary information
• Potentially sensitive data

Review Regularly

Periodically check:

• Are memories accurate?
• Are categories useful?
• Any outdated information?

Test Memory Flow

1. Create a test contact
2. Have a conversation mentioning preferences
3. Start a new conversation
4. Verify memories are used appropriately

Persona Scoping

Limit memory categories to specific personas:

1. Edit the memory category
2. Find Persona Scope
3. Choose Selected and pick personas
4. Save

Use this when different personas need different memory types.