Clomni

How the AI agent remembers a customer

Last updated: 4 November 2026 · 6 min read

By default the AI agent knows only what is written in the current conversation about a customer. On the “Memory” page you can give the agent the customer's contact details and short summaries of their earlier conversations. The agent then doesn't ask for the same thing twice, and when the customer comes back to an earlier matter it carries on from there. Administrators see the page.

Steps

  1. 1

    Open the page

    Open “Clomni AI”, click the agent in the “AI agents” list and choose “Memory” in the menu on the left.

  2. 2

    Turn memory on

    Memory is off on every agent, a new one too. A customer's details are sensitive, so you turn it on yourself: switch on “The agent remembers the customer”. While memory is off, the agent's replies don't change.

  3. 3

    What the agent knows

    • “Contact details”: the name, the phone number, the labels and the stage. The stage is shown while “Customer lifecycle” is on.
    • “Attributes”: the contact attributes you choose, up to 20. Cards, FIN, IBAN and passwords are hidden as the switches on the “Safety” page say.
    • “Earlier conversations”: the agent reads summaries of the customer's last 1, 3 or 5 conversations. With “None”, no summary is written.
  4. 4

    How a summary is written

    A minute after a conversation is resolved, a summary of 2 or 3 sentences is written and kept on the contact: what the customer wanted, what was done and what was left open. If the conversation is reopened and new messages come in, the summary is updated at the next resolve. Summaries are written only for conversations in the channels this agent works in, and private notes are left out. Cards, FIN, IBAN and passwords are hidden in the summary too, as the “Safety” switches say. Each summary is paid from the AI credit. A contact keeps up to 5 summaries.

  5. 5

    Orders

    The agent checks an order with an HTTP action on the “Skills” page, for example by sending the customer's number to your system. If there is no order system, keep the order in a contact attribute, for example “Order status”, and choose it under “Attributes”.

  6. 6

    Check and publish

    Type a customer's name, number or e-mail in “Try it” and press “Check”. You see what the agent would know about this customer. Memory settings go into the draft: try them in the test chat and make them live with “Publish” at the top.