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Manage when your bot forgets customers

Overview​

Ada chatbots can remember a customer from one conversation to the next. Bots 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 bot to always remember the customers it speaks with? No problem! You can use the Customer Persistence settings to determine when your bot should forget a customer.

Configure Customer Persistence​

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

  1. On the Ada dashboard, go to Settings > Integrations.

  2. Under Channels Integrations, beside Ada Web Chat, click Configure. The Configure Web Chat window opens.

  3. Click the Persistence tab.

  4. From the drop-down menu, select your preferred Customer Persistence setting (see below).

  5. Click Save.

Customer Persistence settings​

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

Never Forget

The bot never forgets the chat history and saved variables, regardless of how the customer ends the conversation.

note

If the customer clears their browser history, the chat history is cleared as well.

Forget After Tab Close

The bot forgets the chat history and saved variables if the customer closes the chat tab or window; however, the bot maintains the chat history and saved variables if the customer refreshes the page or links to a new page.

note

Each new tab behaves as a unique chat conversation. The customer's conversation and data does not carry across tabs.

Forget After Reload

The bot forgets the chat history and saved variables if the customer leaves the webpage, or refreshes or closes their browser tab.

Forget After...

The bot 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 considerations​

  • If your bot hands customers off to a live 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 bot hands the customer off to a live agent. Multiple tabs with separate bot 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 Answer. Thus, this setting is not recommended if you use the Greeting Answer 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 bot may have collected variable data in a previous conversation.

Have any questions? Contact your Ada team—or email us at .