Tick or untick, then click Save changes. The same two switches are on the Agent tab of the Playground, labelled Remember things per visitor across conversations and Answer from your website & documents. You need the Owner or Admin role to change them.
Remember callers
With notes on, the agent can keep short notes for whoever it’s talking to, and those notes carry over to their next conversation. It’s useful for returning customers who say things like “remember that I prefer morning appointments” or “note that my order number is 10482”.What the agent can do with notes
Who a note belongs to
Notes are kept per agent and per person. Another agent in your workspace never sees them. How WireDesk recognises “the same person” depends on the channel:Privacy
Before you leave notes on, think about who else could be recognised as the same person:- Anyone calling from the same number is treated as the same caller. A shared office line or family phone shares its notes. WireDesk doesn’t check who is speaking.
- Anonymous chat visitors are tied to a browser. Someone else using the same browser on a shared computer is the same visitor. For chat where identity matters, use verified visitors.
- Notes are about real people, so you can see and delete them. Every note shows on the person’s page under Contacts, in the Saved notes card. See below.
See and delete notes
Open Contacts and click the person. The Saved notes card lists every note your agents saved about them, newest first, with the agent that saved it and when. The card only appears when there is at least one note.- Click the bin icon on a note to delete that note.
- Click Delete all to delete every note about this person, from every agent in the workspace.
When notes are deleted for you
- When you delete an agent, its notes are kept while you can still restore it. When the 30 days run out and the agent is destroyed, every note it saved goes with it. See Delete an agent.
- When you close your account, every note your agents saved is deleted along with everything else. See settings.
Notes are not messages for you
Notes are for the person talking to the agent. When someone wants something passed on to your team, such as a callback, a complaint or a question the agent can’t answer, the agent takes a message instead. Messages are always on and come to you, whether notes are on or off. To collect details on purpose, use Capture leads or Collect data.Answer from knowledge
With this on, the agent searches your knowledge before answering any factual question about your business, such as prices, services, hours, policies, location or availability. It searches again when the conversation moves to a new topic, and only says it doesn’t have something once a search has come back empty. When the knowledge and your instructions disagree on a specific fact, it trusts the knowledge. See How answers work. With it off, the agent doesn’t search at all. It answers only from its instructions and actions, and your sources stay listed under Knowledge but go unused. Test a question still works, but it no longer reflects what the agent does. Leave it on for almost every agent. Turn it off only if the agent should work purely from its instructions, for example a narrow booking agent where you don’t want it answering general questions.Anything in your knowledge can be quoted to anyone who asks, on any channel. Treat everything you add under Knowledge as public.