The “Customers” section lists people who messaged your AI employee or made a booking. After a conversation, the AI fills in the customer's card on its own: name, contacts, family, preferred time, favourite service or specialist. The AI also keeps a short summary of the customer, “AI assistant memory”. Every fact shows its source, and your team can correct the card or remove anything unnecessary.
Where to find it
- In the top menu, open “Knowledge base”.
- Choose the “Customers” section.
The section appears in the menu only while the “Customers” module is connected. To connect the module, open “Modules” in the top menu and click “Connect” on the “Customers” card. The card of the connected module then shows the “Open customer list” link.
You can also open a customer card from other sections: the “Open customer card” link is in the “Conversation details” window of the “Inbox” section, in the “Request details” window and on a booking card in the “Calendar” section.
What the AI remembers
- The AI updates the card after a conversation, not during it: once the customer has been silent for about 30 minutes or the conversation is closed. To skip the wait, click “Update data” on the customer card.
- The AI records only what the customer said themselves. Replies from the AI employee and the team do not count as a source.
- On its own, the AI only takes into account messages received while the module is connected. The “Update data” button can also re-read an earlier conversation. Conversations from the test chat do not appear in the section.
- Health details related to a service, such as an allergy, are saved by the AI only as a note marked “Sensitive”.
- In the next conversation, the AI employee addresses the customer by name, offers what they usually choose and takes “AI assistant memory” into account. It never sees full phone numbers or email addresses. In the website chat, the AI employee sees only the name, memory, preferred time and preferences, because different people may use the same browser.
- Remembering website visitors can be turned off for the whole chat, and a visitor can turn it off for themselves. For details, see Website chat and chat page.
How to find a customer
- Start typing a name, phone number or email in the “Find a customer” field.
- After three characters and a short pause, the list filters itself, and matching customers appear as suggestions below the field.
- Choose a customer from the suggestions to open their card.
While the field has fewer than three characters, the whole list is shown. Customers with the most recent activity come first. More customers load automatically as you scroll down the list.
Each customer row shows the channels they wrote through, the number of conversations and bookings, and the date of their last activity.
What a customer card contains
- “Basics” — name and birthday.
- “AI assistant memory” — a short summary of the customer that the AI keeps.
- “Contacts” — phone numbers, email addresses and the Telegram or Instagram username if the channel reported it. The main phone number and email are marked “Primary”. The username cannot be edited or removed.
- “Family” — partner, children, parents, other relatives and pets.
- “Preferred time” — days of the week and time of day, or an exact time range.
- “Preferences” — favourite services and specialists.
- “Notes” — short notes about the customer.
- “History” — the customer's conversations and bookings. A conversation opens from its link.
Below each fact, you see its source and date: “said by the customer” with a link to the conversation, the name of the team member who added it, or “from the channel”.
How to correct a card
- Open the customer card.
- To change the name or birthday, click “Change name” or “Change birthday”, enter the value and click “Save”. The year of birth is optional.
- To add information, click “Add contact”, “Add family member”, “Add preferred time”, “Add preference” or “Add note” in the relevant section.
- To remove an incorrect fact, click “Remove” next to it. To change the main contact, click “Make primary”.
A preference is chosen from the services and specialists in your knowledge base. If a note is about the customer's health and related to a service, select “Sensitive health details related to a service”: the note is marked “Sensitive”.
The AI never changes or removes information added by your team. The exception is “AI assistant memory”: the AI updates it after conversations. If the AI recorded something incorrectly, correct or remove it manually.
AI assistant memory
“AI assistant memory” is a short text about the customer of up to 1500 characters: their situation, history with your business, wishes and how they prefer to communicate. The block comes right after “Basics” on the card. Below the text, as with other information, you see its source and date.
- After conversations, the AI rewrites the whole text, using the current one as its base. The AI keeps what your team wrote unless the customer contradicts it.
- The AI records new information as the customer's words, not as verified facts.
- The AI never puts contacts, health details, dates of birth, payment or identity document data, promises, discounts, prices or instructions into memory. Health details related to a service go only into notes marked “Sensitive”.
- The AI employee uses memory in conversations on every channel, including the website chat. It treats memory as unverified background and does not quote it to the customer.
To edit the memory:
- In the “AI assistant memory” block, click “Edit memory”.
- Correct the text and click “Save”. Do not put contacts or health details into memory.
To erase the memory completely, open “Edit memory” and click “Clear”. The next time the AI updates the memory, it uses your text as its base.
How to update data right away
To have the AI read the customer's new messages without waiting 30 minutes after the conversation:
- Open the customer card and click “Update data” at the top of the page.
- While the AI is working, the card shows “Updating data…”.
- Wait for the result: “Data updated.”, “Nothing new found.”, “The AI is unavailable right now — try again later.” or “Couldn’t update the data.”
The AI immediately reads the customer's messages it has not processed yet. If there are no new messages, the AI re-reads the customer's latest conversation (up to the last 40 messages, including ones received before the module was connected or while it was paused) and updates the memory and the card. If there is no such conversation, you see “There are no dialogs to update the data from.”
For one customer, you can click the button once every 10 minutes, and up to 30 times per hour across the whole business. If you click more often, you see “Data can be updated once every 10 minutes.” or “The hourly update limit is reached. Try again later.”
Possible duplicates
The same person can end up with two cards, for example if they first wrote in Telegram and later in the website chat. The platform compares cards by phone number, email and channel contact, and also by name together with birthday. A matching name alone is not enough for a suggestion.
Such a customer's row in the list is marked “Possible duplicate”. The card shows the “Possibly the same customer” block with the reason for the match and these buttons:
- “Compare and merge” — open a comparison of the two cards;
- “These are different people” — hide the suggestion. It comes back only if a stronger reason appears, for example the same phone number.
You can also merge a card without a suggestion: in the “Merge with another card” block, enter the name, phone number or email of the other customer and choose them in the list. The same comparison opens.
The platform never merges cards on its own: a team member always makes the decision.
How to merge cards
- Click “Compare and merge”. The “Merge customer cards” page opens.
- Compare the “Main card” and the “Second card”: name, birthday, contacts, number of conversations and “AI assistant memory”.
- If the other card should stay as the main one, click “Make the second card the main one”.
- If the name, birthday, “AI assistant memory” or a family member's birthday differ, choose which value to keep.
- Click “Merge”.
The second card joins the main one: conversations, bookings, contacts, preferences and notes move to the main card. Identical contacts and notes are not duplicated. A merge cannot be undone.
If a section of the merged card would exceed its limit, the “Merge” button is unavailable. First remove the extra entries from one of the cards.
How to delete a customer's data
- On the customer card, click “Delete customer data”.
- Click “Delete permanently”.
The name, contacts, family, preferences, notes, “AI assistant memory” and channel links are deleted. Conversations and bookings stay without personal data. Deletion cannot be undone. If the person writes again, a new empty card is created for them.
Good to know
- All members of the business can see the list and the cards.
- The Owner, Administrator and Operator see full contacts, edit cards and “AI assistant memory”, and can click “Update data” and “These are different people”. For the Viewer, contacts are hidden: only the last four digits of a phone number, the first letter and domain of an email and the first letter of a username are shown. The Viewer can only read the memory.
- The Owner and Administrator can merge cards and delete customer data.
- All roles can search by name. The Owner, Administrator and Operator can also find a customer by part of a phone number or email. The Viewer finds a customer by contact only by entering the full phone number with the country code or the full email.
- The Owner and Administrator can connect and pause the “Customers” module. To pause it, open “Suspend module” on its card and click “Pause”. The AI stops remembering new facts and no longer sees the customer profile in conversations. Collected data is kept and becomes visible again after you click “Resume”.
- A note can be up to 280 characters, and “AI assistant memory” up to 1500 characters. A card can hold up to 20 family members, 5 preferred times, 10 preferences and 20 notes.