Cross-conversation memory
How the chatbot remembers facts about a customer across multiple conversations — and how to review and correct them in the customer profile.
Last verified: 2026-07-20
If this feature is active for your tenant, the chatbot remembers certain facts about a recurring customer across multiple conversations and channels — e.g. name, email address, phone number, and context-dependent details such as vehicle or issue information from previous appointment bookings. This feature is not active by default and must be enabled for your tenant.
Step by step
- Open the customer profileIn the "Chatbot" section, navigate to the customer profile of a recurring customer.
- View saved memoriesIn the "Saved memories" section you see the facts stored about this customer, with type, value, and source.
- Correct a factIf an automatically captured fact is wrong, you can correct it manually — your correction is marked as fully verified and logged in the audit log.
- Delete a factYou can delete individual facts that are no longer wanted or incorrect.
Expected result
You have a transparent overview of the stored customer facts and can correct or delete them as needed.
Common error cases
The chatbot does not remember anything about recurring customers.
Cause: The feature is disabled by default and must be explicitly enabled for your tenant.
Resolution: Contact Zentor to enable the feature for your tenant.
A fact from an ongoing conversation does not immediately appear in the customer profile.
Cause: Permanent facts (e.g. from an appointment booking) are only saved after explicit confirmation by the customer and email verification, not immediately upon mere mention.
Resolution: No action needed — this is a deliberate safeguard against incorrectly captured information.
A customer is not recognized as the same person across two channels (e.g. web chat and email).
Cause: Recognition primarily happens via the channel-specific identifier; merging across channels only happens with a verified, matching email address.
Resolution: Check whether the email address was verified and stored identically in both channels.