Fin Memory allows Fin to retain context from past conversations with each contact. Instead of starting from scratch every time, Fin can reference what it already knows, whether that be previous troubleshooting steps, details the customer has shared, and the thread of an ongoing issue to give faster, more personalized support.
Note: Fin memory is currently in beta. Fin Memory is available for Fin for Service only. It is not available for Fin for Sales or Fin for Ecommerce.
How Fin Memory works
Fin Memory is made up of three components, each with its own retention window:
Component | What it stores | Retention |
Recent messages | A log of recent conversation exchanges between the customer and Fin | 45 days |
Summaries | Episodic summaries of past conversations | 45 days |
Facts | Personal details explicitly shared in past conversations | 180 days |
Note: Fin Memory is used internally by Fin only. It is not visible to teammates or to customers. Customers cannot directly view or edit their Fin Memory. Teammates cannot directly view Fin Memory for a contact.
Availability and behavior
Fin Memory is on by default for all Fin for Service workspaces. To turn it off, contact your account manager or Support.
Applies to messenger & email channels only
Works for identified users only (for the Open Beta)
No action is required to enable it — every Fin for Service workspace has it automatically
FAQs
Can Fin Memory be turned off?
Can Fin Memory be turned off?
Please reach out to your account manager or Support to disable Fin Memory.
How long is Fin Memory retained?
How long is Fin Memory retained?
Recent messages and summaries are retained for 45 days. Facts are retained for 180 days. After the retention period, the data is automatically removed.
Can teammates or customers see what Fin remembers?
Can teammates or customers see what Fin remembers?
No, Fin Memory is readable only by Fin. Teammates cannot view it in the Inbox, and customers cannot see it in the Messenger. It is used exclusively to inform Fin's responses.
Does Fin Memory work for anonymous visitors?
Does Fin Memory work for anonymous visitors?
No, for the duration of the Open Beta, Fin Memory is not available for anonymous visitors or leads.
Does Fin Memory work with Fin for Sales or Fin for Ecommerce?
Does Fin Memory work with Fin for Sales or Fin for Ecommerce?
No, Fin Memory is available for Fin for Service only. Memory from a Fin for Service conversation cannot be referenced in a Fin for Sales conversation (and vice versa).
Is Fin Memory different from conversation history in the Messenger?
Is Fin Memory different from conversation history in the Messenger?
Yes, Fin Memory is what Fin uses internally to inform its responses. It is not visible to customers.
How can I tell if Fin used memory in a conversation?
How can I tell if Fin used memory in a conversation?
A Fin referenced memory event appears in the conversation event log in the Inbox. You can check this to confirm whether Fin drew on memory when responding to a customer.
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