What it remembers
When a customer comes back, the agent doesn’t start from scratch. It recognizes them by their contact — their WhatsApp number or their email — and always within your organization: one business’s memory never mixes with another’s.
- Their historyHow many times they’ve written, since when, why they usually do, and how many times they ended up talking to a person.
- What was doneThe real actions that were run on their cases. Test ones don’t count.
- The signalsIf someone has written three times about the same order, the agent knows not to start over from the beginning.
- Their notesPending items, facts, preferences and resolved topics, jotted down when each conversation closes.
How it takes notes
When a real conversation with an identified customer closes, Qopper writes a few short notes about what matters: “pending: refund for order 4821,” “prefers to be contacted on WhatsApp.” Just a few short lines, so what reaches the next conversation is what’s useful, not the whole transcript.
Test conversations don’t leave memories. What you rehearse in simulations doesn’t show up later as if the customer had said it.
When it doesn’t know who it is
If there’s no identified contact, there’s no memory: the agent handles the conversation with what’s in front of it and assumes nothing about who’s on the other side.
