Memory pools
Group the agents that should share what they remember about each caller, and keep the others apart.
A Memory pool is a group of agents that remember callers together. Every agent on a pool reads and adds to the same memory of each caller. Nothing crosses between pools: the same person reached through two pools has two separate memories.
An agent is on one pool at most. Being on a pool is what turns memory on for it.
One pool or several?
Put agents on the same pool when the caller would expect them to know what the others heard. Keep them apart when the caller would be surprised, or worse, if they did.
| Situation | Pools | Why |
|---|---|---|
| A gym's front desk, sales line, and renewal reminders | One pool | The caller is the same member everywhere. They expect the renewal agent to know they booked a class. |
| A recruiter's screening agent and interview scheduler | One pool | Scheduling should know how the screening went. |
| A hospital's appointment line and its billing line | Two pools | A billing call should not know what was said about symptoms. |
| An agency running agents for two different brands | Two pools | The brands are separate businesses to the caller. |
| A survey agent calling people who are also customers | Separate pool | The survey should not use what customers told support, and support should not use survey answers. |
When in doubt, start with one pool per team and split later. Moving an agent to another pool only changes what it reads and writes from then on.
Rename a pool
Select the pencil icon next to the pool. The name is only a label; agents and memories stay as they are.
Move an agent to another pool
Change the agent's Memory pool in its settings. From its next conversation it reads and adds to the new pool's memories. What it contributed to the old pool stays there for the agents still on it.
Delete a pool
A pool can only be deleted once it is empty:
- Move every agent off it. Put each agent on another pool, or set it to No pool (memory off).
- Forget every caller in it. Select the eraser icon next to the pool. This removes every memory the pool holds and cannot be undone.
- Delete the pool with the trash icon.
If agents are still on the pool, or it still remembers callers, you'll see a message explaining what to do first.
