Visitor Memory

What it is

Visitor Memory is a short, durable profile of facts about a visitor — who they are, their plan, products or orders they've mentioned, open issues, and stated preferences. Yaplet builds it automatically from past conversations, and the brand's Vex AI agent reads it at the start of every new chat, so a returning visitor is recognised and doesn't have to repeat their context.

This is different from a conversation summary. A summary captures what one chat was about; memory is a longer-lived profile of the person, carried across all their conversations.

Where to find it

Open any conversation and look at the Profile section of the right-hand sidebar. The Memory row has a Show button — click it to open the memory in an editable window.

What you can do

View & edit

The memory opens as plain, editable text. Fix anything that's wrong, or add a detail you want the AI to remember, then Save. Your edits are preserved on future updates unless a later conversation clearly contradicts them.

Regenerate

Rebuilds the memory from the visitor's most recent conversations and shows the result as a proposed update — your saved memory stays untouched until you click Use this version. Handy after a long or important chat, or to refresh a profile that looks out of date.

Clear it

To wipe the memory, empty the text box and Save. The next time the visitor chats — or when you click Regenerate — it's rebuilt from scratch from their conversation history.

How it updates automatically

You don't have to manage memory by hand. When a visitor returns and starts a new session (after a few hours of inactivity), Yaplet folds their previous conversation into the profile in the background. It keeps facts that are still true, updates what changed, and drops what's resolved — staying short and focused.

Let memory build on its own, and only step in to edit a detail or Regenerate after a notable conversation.

Privacy

The switch that controls this is called Privacy masking, and it now lives on the brand at Brand → (your brand) → Brand settings → Advanced rather than on a chatbot. With it on, email addresses, phone numbers and card numbers in what the visitor wrote are hidden before anything reaches the AI provider — including the transcript the memory is built from and the stored memory itself. It is best-effort, not a guarantee: if the masking service is slow or unavailable, the text goes out unmasked.

Removing a visitor entirely with Delete visitor data also deletes their memory, and so does the automatic clean-up. A visitor who has never been identified is deleted after 125 days of inactivity once they have no conversations left, which takes the memory with them. A visitor identified by an email address, a phone number or your own customer ID (External ID) is kept indefinitely.

The Memory row sits alongside the visitor's editable details. To update fields like name, email, or plan by hand, see Editing Visitor Information.