> ## Documentation Index
> Fetch the complete documentation index at: https://wiredesk.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Remember callers and answer from knowledge

> The two switches under How it talks: notes the agent keeps for each person, and whether it searches your knowledge.

Two checkboxes at the bottom of **Agents → your agent → How it talks** switch built-in abilities on or off:

| Checkbox                                                                        | What it does                                                                                          | New agents |
| ------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- | ---------- |
| **Notes — remember things per caller across conversations**                     | Lets the agent save notes for the person it's talking to, and read them back in a later conversation. | On         |
| **Knowledge — answer from your website & documents (add them under Knowledge)** | Lets the agent search your [knowledge](/docs/knowledge/overview) before answering.                         | On         |

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

| Ability                  | When the agent uses it                                                                                                                                                          |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Save a note**          | When the person asks it to remember something. It saves the point in their words, without the chit-chat, and confirms briefly ("Got it — saved."), without reading it all back. |
| **Read notes back**      | When the person asks what it has saved. It reads the most recent first, up to 10 unless asked for more (never more than 50), and summarises them rather than reciting dates.    |
| **Forget the last note** | When the person says "scratch that" or similar straight after saving. Only the most recent note is deleted.                                                                     |

### 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:

| Channel                                                      | A person is recognised by                                                                                    |
| ------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------ |
| Phone                                                        | The number they're calling from                                                                              |
| Website chat, [verified visitors](/docs/widget/verified-visitors) | The user ID your site signed for them                                                                        |
| Website chat, everyone else                                  | An ID stored in their browser. A different browser or device, or clearing site data, counts as a new person. |
| Email                                                        | The address they're writing from                                                                             |
| Test calls in the **Playground**                             | Your own WireDesk login                                                                                      |

### 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](/docs/widget/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).

<Warning>
  Switch notes off if people might tell the agent things that shouldn't be read back to whoever calls or chats next from the same number or browser, such as health or account details. Turning notes off stops the agent saving or reading notes. It doesn't delete notes that were already saved. Delete those from the contact's page.
</Warning>

### 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.

Both ask you to confirm, and neither can be undone. The person's conversations, leads and messages are not touched. The agent simply won't remember what was deleted next time.

Owners and admins can delete notes. People with the Agent role can see them but not delete them. Each deletion is recorded in the workspace activity log. See [team and roles](/docs/account/team-and-roles).

The person talking to the agent can still delete their most recent note themselves, by asking the agent to forget it.

### 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](/docs/agents/delete-an-agent).
* **When you close your account**, every note your agents saved is deleted along with everything else. See [settings](/docs/account/settings#danger-zone).

### 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](/docs/actions/capture-leads) or [Collect data](/docs/actions/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](/docs/concepts/how-answers-work).

With it off, the agent doesn't search at all. It answers only from its [instructions](/docs/persona/instructions) and [actions](/docs/actions/overview), 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.

<Note>
  Anything in your knowledge can be quoted to anyone who asks, on any channel. Treat everything you add under **Knowledge** as public.
</Note>

## Related

* [Knowledge overview](/docs/knowledge/overview)
* [Verified visitors](/docs/widget/verified-visitors)
* [Writing instructions](/docs/persona/instructions)
* [Contacts](/docs/workspace/contacts)