Cross-session memory
Cross-session memory lets the bot recognize returning visitors and reference what was discussed in earlier chats — not just earlier messages in the current one. A visitor who asked about a product last week can pick up where they left off.
Configure it in
Dashboard → Settings🖼️ [Image] — The Cross-Session Memory section with the enable toggle, max memories, retention and auto-summarize controls.
Settings
| Control | Range | Default | What it does |
|---|---|---|---|
| Enable Cross-Session Memory | on / off | off | Master switch for the feature. |
| Max Memories per Visitor | text text | text | How many remembered summaries to keep per visitor. When full, the oldest is dropped. |
| Memory Retention (days) | text text | text | How long a memory lives before it's automatically cleaned up. |
| Auto-Summarize Conversations | on / off | on | When on, "AI automatically generates summaries when conversations end" so they can be recalled later. |
What it does for returning visitors
When the same visitor returns, Promptly looks up their stored summaries and surfaces the most relevant ones to the bot before it answers — by topic similarity when there's a current question, or by recency otherwise. Each memory holds a short summary, the topics covered, and the overall sentiment. The bot uses these as context, so it can say "welcome back" with substance rather than starting cold.
Plan availability
Cross-session memory requires a higher plan. In the dashboard the locked state reads: "Cross-session memory requires a Pro plan or higher. Contact your administrator to upgrade." If the section shows a lock icon instead of the controls, your plan doesn't include it yet — this maps to the Grow plan and above. Plans with the feature also have a daily cap on how many conversations get auto-summarized.
Privacy & isolation
Memories are stored per visitor and per account — they're never shared across tenants, and they expire on the retention schedule you set. See Data isolation & storage modes.
🎬 [Video] — A returning visitor being greeted with context from a previous session.