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Context tips

Your agent answers from Business facts and Memory on every reply. Smaller, clearer context beats a long paste of everything your business has ever published.

Why limits exist

  • Every SMS, email, and inbound text reply loads both fields. Extra padding slows replies and raises cost with no quality gain.
  • Long docs bury the lines that matter. Agents follow the sharpest, most recent instructions more reliably than a wall of marketing copy.
  • Caps keep Setup honest. Business facts max out at 15,000 characters. Memory compresses around 5,000 characters so learned Q&A stays usable.

Business facts

Fixed truth your agent should always know. Hours, services, pricing bands, policies, what you do not offer. Edit this when the business changes.

Do. Use short sections. Prefer bullets. State hard rules clearly (no rabbits, cash only, closed Sundays).

Do not. Paste your whole website, blog archive, or legal terms. Drop seasonal promos that expire next week.

Edit in Setup under Agent Details → Business facts.

Memory

Learned answers from owner clarifications. When a reply needs a fact that is missing, your agent texts you, stays quiet with the customer, stores your answer here, then sends the real reply after your delay.

Do. Keep Q&A pairs short. Promote stable answers into Business facts when they stop changing.

Do not. Treat Memory as a second facts dump. One-off notes and outdated exceptions belong elsewhere.

Edit in Setup under Text to You → Memory.

What customers see

  • Inbound texts answered from Business facts or Memory send after your reply delay.
  • When a fact is missing, the customer hears nothing until you answer. Then the real reply can send after the same delay.
  • Post-call SMS and email drafts still wait for Response Review when that is on. Reply yes to send those.

Quick checklist

  1. 1Put stable policy in Business facts. Put exception answers in Memory only until they stabilize.
  2. 2If the agent keeps asking the same owner question, add that answer to Business facts.
  3. 3Watch the character counters. Hitting the cap is a signal to cut, not to cram.