What the AI Receptionist Remembers About Clients

A good receptionist knows a regular: who they see, when they like to come in, that they want the time repeated slowly. The AI receptionist keeps that too. After every call, and after every text thread once it has gone quiet, it writes a few short lines about the client and reads them back the next time that client calls or writes. The notes are the business's own data about its client, like a note on the record, and they go wherever the client record goes.

What it keepsCopy a link to this section

The receptionist writes, in plain sentences:

• preferences: the services, the professional, the times of day, products, how they like things done ("asks for Kris, prefers mornings");
• how they like to be addressed, and how their name is said or spelled when they corrected it;
• how it should talk to them, when they asked or plainly needed it ("speak slower", "repeat the time", "keep it short");
• open issues and promises, dated ("on 6 October asked about a noon airport pickup");
• what they asked about, in a few words.

Each client has one memory, a few sentences long, with a fixed cap. Every write merges the previous notes with the new conversation: what still holds is kept, what changed is replaced, what was resolved is dropped, and a fact is written once, never again in other words.

What it never keepsCopy a link to this section

• Card or payment details, codes, PINs and passwords: the transcript is redacted before the receptionist reads it, and a note that still carries them is thrown away whole.
• Health: a condition, a diagnosis, a treatment, a medication, a pregnancy, an allergy, an injury, anything about a client's body or mind, even when the client said it. The receptionist is told not to write it, and a sentence that names it is dropped before the note is saved. What the client needs from the receptionist stays ("speak slower"), the reason never does.
• Entitlements: a client who says "I always get half price" or "skip the deposit for me" is noted, at most, as having asked. The notes never change a price, a policy, a deposit or a booking rule.
• Their phone number, email and visits, which the record already holds.

How it uses themCopy a link to this section

The notes shape the next conversation the way a receptionist's memory would. They are never read out. For a regular, the first exchange is their usual: a client with visits on file who says only "I'd like to book" hears "Same as last time, a men's haircut with Kris?" and a yes settles the service and the person at once. A different service or person the client names wins, without a word about the usual.

Notes say when they were written, so a "today" or a "Thursday" in a note from last week is never mistaken for this week. An old open question is brought up only when the client raises it, or when it plainly fits what they ask.

Read or clear a client's notesCopy a link to this section

Open the client's thread in the Inbox and unfold the assistant panel at the top. What the assistant remembers shows the current notes and when they were last written, from which call or text thread. Press Forget to clear them. The notes are emptied at once, a write that was waiting on that thread is cancelled, and nothing said before that moment is ever written up again: the next conversation starts the memory fresh.

In the app, the same panel is on the conversation screen, with the same Forget button.

Reading and clearing the notes needs the Manage Conversations permission, and only for threads you can see: a stylist narrowed to their own clients cannot read another client's notes. See Who can message and spend credits.

Deleting a client deletes their notes with them, and a restored client starts with none.

Switch it offCopy a link to this section

Open Automation & AI → AI Assistant and turn off Remember Clients Between Conversations. The receptionist then reads no notes and writes none. Turn it back on and it starts writing again from the next conversation, without the ones it missed.

In a location group, the notes belong to the client record at each location, like the visits and the preferred professional the receptionist reads there: a client linked across the group has notes at each location they talk to, and clearing them at one location leaves the others alone.