A chatbot that remembers your customers
Most chatbots meet every customer as a stranger. Yours doesn't. When someone comes back — days later, on another device, or on WhatsApp instead of your website — it recognises them and already knows what was discussed.
Last Tuesday · your website
Different day, different channel, no login — and nothing invented.
How it works
Three steps, none of which your customer has to do anything for.
They are recognised
By the phone number, WhatsApp id, email or browser key they already gave you — never by IP address, which would confuse strangers behind a shared connection.
The bot is briefed, factually
A short recap of what was actually said in previous conversations. Capped in length, so recall stays sharp whether it is their third chat or their three-hundredth.
The conversation carries on
No "can I take your details again?". The bot greets them as a returning customer and picks up the thread — and if it gets something wrong, it accepts the correction instantly.
One customer, not one per channel
Most tools treat a WhatsApp contact and a website visitor as two different people. Yours links them the moment a shared phone number or email connects the two — so the history follows the customer, not the device.
Website chat
One shared history
WhatsApp memory, even without a phone number
WhatsApp increasingly hides your customer’s number. Most tools give up there and treat every message as a stranger. We don’t.
What you normally see
A hidden identifier instead of a number — something like 1020…@lid. You can’t dial it and it isn’t in your billing system, so the same customer arrives as a new stranger every single time.
What we do with it
That identifier is stable over months, so we use it as the customer’s reference and hang their history on it. They’re recognised on their next message — no number, no account, no asking them to identify themselves again.
Recognising someone is never the same as verifying them. Anything touching an account still requires your normal identity check — being remembered never unlocks data.
When you resolve it, the bot knows
The work doesn’t happen in the chat. It happens in your systems — an engineer booked, a refund approved, a part ordered. Write it back, and the next conversation starts from there instead of from nothing.
Pull the conversation
Your system reads WhatsApp and web chats separately, each with the customer’s identity attached.
Record what was done
Post the resolution back against that customer or that specific conversation — an engineer visit, a fix, a promise made.
The bot picks it up
Next time they message, it already knows. No repeating themselves, no contradicting your team.
In practice: a customer reports no signal on WhatsApp. Your team books an engineer for Tuesday and records it. When the customer messages on Thursday, the bot already knows the visit happened — so it asks whether it fixed the problem, instead of starting the whole conversation again.
Notes are internal. The bot uses them to stay consistent and never reads them back to the customer. Included on every plan, with the API documented in your dashboard.
What it will never do
A bot that thinks it remembers is worse than one that admits it doesn't. These limits are built in, not settings you have to find.
Nothing is invented
Only what the customer said is stored. The summariser omits rather than guesses, and on a first contact there is no memory at all — so the bot never implies a history it does not have.
Verified data stays verified
Anything shared after an identity check is never replayed into a later unverified chat. Remembering a customer can never become a way around your own security.
Live data is never remembered
Support-ticket status is read fresh every time. A ticket your team resolves on Tuesday can never be reported as still open on Wednesday.
Forgettable on request
One action erases a customer’s profile and everything remembered about them, while leaving your conversation records intact.
Questions
Does the chatbot remember returning customers?
Yes. If someone has contacted your business before, the bot recognises them when they come back and already knows what was discussed, so they never have to explain themselves twice. It works across channels — a customer who messaged on WhatsApp last week and uses your website chat today is recognised as the same person. It is on by default and can be switched off per business.
How does the chatbot know it is the same customer?
Only from identifiers the customer actually provided: their phone number, their WhatsApp id, their email address, or the browser key the chat widget stores on their own device. IP addresses are deliberately never used to identify anyone — offices, mobile networks and shared connections put many unrelated people behind a single address, and matching on it would show one customer another customer’s history.
Will the chatbot invent things about a customer it remembers?
No. Only what the customer actually said is recorded. The summariser is instructed to omit anything unclear rather than guess, and the bot is told the memory is background context it must not read back verbatim, must not assert if the customer disagrees, and must not extend beyond. If a customer says a remembered detail is wrong, the bot accepts the correction immediately. On a first ever contact no memory is used at all, so it never implies a history that does not exist.
What happens in a private or incognito browser?
They are treated as a new visitor, which is intentional. A private window has no stored browser key, so unless the customer gives a phone number or email there is nothing that genuinely identifies them. Recognising them anyway would mean recognising strangers — a far worse failure than not recognising a returning customer.
Can the bot tell a returning customer about their support tickets?
Yes, and ticket status is read live rather than remembered, so it can never be out of date. Before identity verification the bot knows only that something is outstanding and when it was raised, and can offer to check. Ticket references, subjects and updates are released once the customer verifies or quotes their ticket reference. A ticket that has since been resolved simply stops being mentioned.
Is customer memory GDPR-friendly?
Yes. Memory is strictly per business — one company’s customers are never visible to another. Nothing is inferred, only what was said is stored, information shared after identity verification is never replayed into an unverified chat, and any individual customer can be forgotten on request, which erases their profile and everything remembered about them while leaving the conversation record intact.
Does it cost extra?
No. Customer memory is included on every plan, including the free one. There is no per-customer or per-profile charge, and the amount recalled is capped so it does not grow your costs as a customer’s history grows.