Memory is what turns a series of disconnected requests into continuing work. It is also why owners need to decide what belongs in the record.
One account, one business context
Supported chat, owner-side SMS and WhatsApp, email, and Zoom work can contribute to account-scoped memory. The purpose is continuity inside the same customer account, not a shared pool of customer information.
What belongs in memory
Stable company facts, approved client preferences, the status of recurring work, and explicit decisions are useful. Temporary guesses, gossip, passwords, and facts nobody verified are not.
- State the source when a fact matters.
- Correct an old fact instead of layering a new contradiction on top.
- Keep professional conclusions with the licensed person.
- Remove access and request deletion when information no longer belongs.
Ask what it used
Before acting on a high-consequence answer, inspect the connected source or underlying record. A remembered answer is useful context, not a substitute for the system of record.
