Use customer details, notes and memory

Open a conversation and select the customer's name or details panel. On smaller screens, customer details may open separately from the chat.

Review the customer's profile, labels, notes and available order information before responding. Keep names and contact details accurate. Add internal notes that help a teammate understand what was agreed.

Where a memory card is available, review the remembered preferences and previous context. Correct inaccurate information through its editing controls. Memory helps the assistant retain context, but it does not replace live order or payment status from the relevant system.

If earlier conversations are shown, check their channel before acting. A conversation on an old or disconnected number is not permission to reply through a different number.

For bookings or other time-sensitive work, review the customer's saved location and time zone when available. Do not assume the customer's time zone from your own business hours.

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