# Customer conversation memory

> Verified against the product on 2026-10-06

## What Cactus remembers

When memory is on, Cactus keeps a scrubbed record for one person and one product. After a conversation closes, it can include a record if the person has said something.

- The person’s messages
- Cactus’s replies
- The team’s replies
- An outcome describing what they asked and how the conversation ended

Cactus may also keep an answer’s title and which Help Center pages it cited. The remembered transcript excludes internal notes, handoff rows, and Help Center page bodies. This memory is separate from your team’s Inbox conversations.

## Use earlier conversations

For a visitor’s own Help Center or Messenger conversations, Cactus can use recent outcomes and relevant earlier exchanges to maintain continuity, such as building on what the person asked before. That history is context, not product evidence. If it conflicts with Help Center pages, the pages win.

## Turn memory off

In Messenger’s **Behavior** panel, turn off **Memory: remember people’s earlier conversations to answer them better** for the product. With memory off, Cactus neither reads nor keeps memory for that product.

## Review memory

In a customer conversation, open **What Cactus remembers**. The disclosure shows when and how the latest remembered conversations ended, up to three outcomes. It shows outcomes, not remembered transcripts.

## Forget memory

Only a product owner can make Cactus forget a person’s memory for the product.

1. In the customer conversation, open **What Cactus remembers**.
2. In that disclosure, hold **Hold to forget this person**.

In that disclosure, hold **Hold to forget this person** to erase that person’s memory for this product. Their conversations stay in your Inbox. Cactus starts remembering again from their later conversations.

- form: Restore what I typed, Internal note, Draft a reply, Ask Cactus, Escalate, Reply
- detail: Hide what they read, Show what they read, Public answer, Hide original, Show original, Mark resolved, Reopen, **Hold to forget this person** (1)

*In that disclosure, hold Hold to forget this person to erase that person’s memory for this product.*