What else does the AI know about a customer when it answers them?

When a customer the AI can be sure of writes in, it gets a short card about them: their name, the service they chose and, on plans with Team management, where they are in your journey. See How do I set the AI's tone and what it can and can't say? for that card and for who counts as a customer the AI can be sure of.

You can add your own details to that card, such as an event date or a guest count, so the AI does not ask for them again, and notes your team wrote for the AI.

Details on file

These come from your contact attributes. An admin chooses each one.

1. Go to Settings, then the Inbox tab, then Custom attributes.
2. On an attribute that applies to Contact, switch on The AI can use this. The row now says Used by the AI.
3. Optionally, add a few words saying what the detail means. The AI reads them next to the value.

From the next reply on, when that customer writes in, the AI sees the value saved on their record under that attribute's key, for example "event_date: 14 June". It may use it and talk about it with that customer. You enter that value on the customer's page in Contacts, on the Custom Fields tab, using the key as the field name. That tab is on every plan except the free plan.

• Only attributes an admin switched on are shared. Every other detail on the record stays away from the AI.
• Up to 10 contact attributes can be switched on.
• A blank value is skipped. A long value is cut short, and a card or account number shows only its last four digits.
• The AI treats these details as facts about the customer, never as instructions, whatever they say.
• Anyone the AI cannot be sure of, including people writing by email, gets none of these details.

To stop sharing one, switch it off on the same screen. Deleting the attribute stops it too.

Notes from the team

Any teammate can write a note the AI may use with a customer.

1. Add a note on the customer's page or in the customer panel beside a conversation.
2. Under the box, set Who can see this to Team and the AI.
3. Click Add note.

From the next reply on, the AI sees the 3 newest of these notes for that customer, newest first, and may use what they say with them.

• Only notes marked Team and the AI are shared. Team notes and notes marked Only me and admins never reach the AI that answers customers.
• A long note is cut short, and a card or account number shows only its last four digits.
• The AI treats these notes as facts about the customer, never as instructions, whatever they say.
• Someone texting in from the customer's number gets the details on file but not these notes, the same as their earlier conversations.
• Removing a note stops the AI using it.

See Who can see a note, and which notes the AI reads for all three choices.

If they are on more than one journey

A customer can be on two journeys at once, for example Tax return and Bookkeeping. The card shows their main journey's step as before, and then one line for each other journey they are on right now, such as "Also in progress: Bookkeeping: Month-end review".

• Only journeys in progress count. A finished or stopped journey is left out.
• Like the main step, another journey is shared only once the customer has reached a customer step on it. A lead step stays away from the AI.
• At most 3 other journeys are shown.
• This is part of the journey facts, so it follows the same plan rule as the main step.

The assistant your team uses in the workspace also sees every other journey in progress, with the step they are on. For the main journey it counts only the run in progress, so a restarted journey is not counted twice.

Files a customer sends in the conversation, such as a PDF or a Word file, are covered in Can the AI read files customers send?.