Persistence settings

AI Agents can remember a customer from one conversation to the next. AI Agents store a record of the customer, their associated data, and their chat history. This is called Customer Persistence.

But what if you don’t want your AI Agent to always remember the customers it speaks with? No problem! You can use the Customer Persistence settings to determine when your AI Agent should forget a customer.

Configure Customer Persistence

Here’s how to access the Customer Persistence settings for your AI Agent:

On the Ada dashboard, go to Channels > Chat, then go to the Persistence tab.
From the drop-down menu, select your preferred Customer Persistence setting.
Click Save.

Customer Persistence settings

There are four Customer Persistence settings to select from. Each is outlined below.

Never Forget	The AI Agent never forgets the chat history and saved variables, regardless of how the customer ends the conversation. If the customer clears their browser history, the chat history is cleared as well.
Forget After Tab Close	The AI Agent forgets the chat history and saved variables if the customer closes the chat tab or window; however, the AI Agent maintains the chat history and saved variables if the customer refreshes the page or links to a new page. Each new tab behaves as a unique chat conversation. The customer’s conversation and data does not carry across tabs.
Forget After Reload	The AI Agent forgets the chat history and saved variables if the customer leaves the webpage, or refreshes or closes their browser tab.
Forget After…	The AI Agent forgets the chat history and saved variables after a predetermined time period that you define. This can be any number of minutes, hours, days, or weeks.

Additional persistence considerations

If your AI Agent hands customers off to a human agent it is best practice to select either Never Forget or Forget After… Selecting Forget After Tab Close will result in each new tab behaving as a unique chat session. This can become problematic when the AI Agent hands the customer off to a live agent. Multiple tabs with separate AI Agent conversations may confuse the customer. They may even start another handoff request flow.
When you select Never Forget, returning customers are not provided with the Greeting. Thus, this setting is not recommended if you use the Greeting to provide customers with important announcements such as realtime bug and outage updates.
The Customer Info within the Conversations view contains a combination of customer and session data. This means that the AI Agent may have collected variable data in a previous conversation.