Global Memories
Global Memories store company-wide policies and guidelines that are automatically injected into all agent executions, ensuring consistent behavior across your organization.
Pro Plus Feature
Global Memories are available on Pro Plus and higher subscription plans.
Overview
Unlike Personal Memories (which are contact-specific), Global Memories apply across all agent interactions. They enable you to:
- Define organizational policies that all agents must follow
- Set guidelines for specific scenarios
- Establish facts all agents should know
- Create temporary rules for special situations
How Global Memories Work
Automatic Injection
When any agent processes an email:
- Context Building - Active global memories are fetched
- Priority Sorting - Memories are organized by priority level
- Prompt Injection - Formatted context is prepended to the agent's prompt
- Informed Processing - The agent considers these policies in its response
What Agents See
Global memories appear in the agent's context like this:
## GLOBAL ORGANIZATIONAL CONTEXT
The following information applies to all email processing and should inform your decisions:
**HIGH PRIORITY POLICIES:**
[Priority: 95] Legal Escalation Policy
Any email mentioning legal action, lawyers, lawsuits, or litigation must be immediately escalated to legal@company.com with priority "high". Do not respond to these emails directly.
**IMPORTANT GUIDELINES:**
[Priority: 70] Return Policy
Our standard return policy is 30 days for unopened items, 14 days for opened items. Extended holiday returns through January 31st for purchases made November 1st - December 31st.
**OPERATIONAL GUIDELINES:**
[Priority: 50] Response Tone
Always maintain a professional, friendly tone. Use the customer's name when possible. Sign off with "Best regards, [Company] Support Team".
---
Remember: These are organizational memories that should guide your behavior across all interactions.
Memory Structure
Each global memory contains:
| Field | Description | Example |
|---|---|---|
| Title | Short, descriptive name | "Legal Escalation Policy" |
| Content | The policy or guideline text | Full policy description |
| Category | Type of memory | policy |
| Priority | Importance level (1-100) | 95 |
| Applies To | Scope of the memory | all |
| Agent Filter | Specific agents (if scoped) | null |
| Tags | For organization | "legal, escalation" |
| Expiration | When it expires | null or date |
Categories
| Category | Description | Example Use |
|---|---|---|
| policy | Formal organizational policies | "Data privacy policy" |
| guideline | Best practices and recommendations | "Response formatting guidelines" |
| fact | Organizational facts | "Our headquarters is in Austin, TX" |
| rule | Specific behavioral rules | "Never promise specific delivery dates" |
| temporary | Time-limited information | "Holiday hours through Jan 2" |
Priority Levels
Priority determines how prominently the memory appears in agent context:
| Priority Range | Display Section | When to Use |
|---|---|---|
| 80-100 | HIGH PRIORITY POLICIES | Critical rules that must be followed |
| 60-79 | IMPORTANT GUIDELINES | Significant but not critical |
| 40-59 | OPERATIONAL GUIDELINES | Standard operational context |
| 1-39 | GENERAL INFORMATION | Nice-to-have context |
Higher priority memories:
- Appear first in the context
- Are more likely to influence agent behavior
- Should be reserved for truly critical policies
Managing Global Memories
Accessing Global Memories
Navigate to Admin > Data & Logs > Memories and select the Global tab.
Creating a Global Memory
- Click Add Memory
- Enter a descriptive Title
- Write the Content with clear, actionable guidance
- Select the appropriate Category
- Set the Priority (1-100)
- Configure Applies To scope
- Optionally add Tags for organization
- Set Expiration if time-limited
- Click Save
Example: Creating a Policy Memory
Title: Return Policy
Content:
Our return policy:
- 30 days for unopened items with original packaging
- 14 days for opened items in resaleable condition
- No returns on final sale items (marked with "FINAL SALE")
- Refunds processed within 5-7 business days
- Store credit offered for items outside return window
When customers ask about returns:
1. First check if the item is within the return window
2. Explain the appropriate policy
3. Provide return instructions or store credit options
4. Escalate if the customer is dissatisfied after explanation
Category: policy
Priority: 70
Applies To: all
Scope Options (Applies To)
| Scope | Description |
|---|---|
| all | Applies to all agents, all emails |
| external | Only for emails from external senders |
| internal | Only for emails from internal employees |
| specific_agent | Only for specified agents (use Agent Filter) |
Editing Global Memories
- Click on a memory in the list
- Modify fields as needed
- Click Save
Changes take effect immediately for new agent executions.
Viewing History
Every change to a global memory is logged. The history tracks:
- Who made the change
- When it was made
- What changed (created, updated, deleted)
Access history through the memory detail view.
Deleting Global Memories
- Click the delete icon on a memory
- Confirm the deletion
Deleted memories are soft-deleted and logged in history. They no longer appear in agent context.
Use Cases
Compliance & Legal
Title: PII Handling Policy
Priority: 95
Category: policy
Content:
Never include the following in email responses:
- Social Security Numbers
- Full credit card numbers (last 4 digits OK)
- Bank account numbers
- Passwords or security codes
If a customer sends this information, acknowledge receipt but do not repeat it. Advise them to use our secure portal for sensitive data.
Customer Service Standards
Title: Response Time Commitment
Priority: 60
Category: guideline
Content:
We commit to:
- First response within 2 hours during business hours (9am-6pm EST)
- Resolution within 24 hours for standard issues
- Escalation within 4 hours for urgent issues
When responding, set appropriate expectations based on issue complexity.
Temporary Situations
Title: Holiday Shipping Delays
Priority: 75
Category: temporary
Expiration: January 15, 2024
Content:
Due to high holiday volume, shipping times are extended:
- Standard shipping: 7-10 business days (normally 5-7)
- Express shipping: 3-5 business days (normally 2-3)
Proactively mention these delays when customers ask about shipping. Offer express upgrade at 50% off for orders over $100 (use code HOLIDAY50).
Product Information
Title: Current Promotion
Priority: 45
Category: fact
Expiration: December 31, 2024
Content:
Q4 Promotion: "Year-End Sale"
- 20% off orders over $50 (code: YEAREND20)
- Free shipping on orders over $75
- Extra 10% for newsletter subscribers (code: INSIDER10)
Mention these promotions when relevant to customer inquiries.
Caching
Global memories are cached for performance:
- Cache duration: 5 minutes
- Automatic refresh: After cache expiration
- Manual refresh: Clear cache when urgent updates needed
Note: After creating or updating critical policies, there may be up to a 5-minute delay before agents use the new information.
Best Practices
Writing Effective Global Memories
- Be specific - Vague guidance leads to inconsistent behavior
- Use action words - Tell agents what TO DO, not just what to avoid
- Provide examples - Concrete examples help agents understand intent
- Keep it concise - Long memories dilute attention; split into multiple if needed
- Test impact - Monitor agent behavior after adding new policies
Priority Guidelines
- 90-100: Reserve for legal, compliance, safety requirements
- 70-89: Important business rules, escalation triggers
- 50-69: Standard operational guidelines
- 30-49: Helpful context, soft preferences
- 1-29: Background information, rarely critical
Maintenance
- Review quarterly - Remove outdated policies
- Use expirations - Set dates for temporary information
- Audit effectiveness - Check if agents follow the policies
- Version control - Track changes in history for compliance
Avoid Common Mistakes
| Mistake | Better Approach |
|---|---|
| Too many high-priority memories | Reserve 90+ for truly critical policies |
| Conflicting policies | Review for contradictions before adding |
| Outdated information | Use expiration dates or regular reviews |
| Overly long content | Split into focused, specific memories |
| Vague instructions | Provide concrete, actionable guidance |
Troubleshooting
Agent Not Following Policy
- Check priority - Is it high enough to get attention?
- Review wording - Is the guidance clear and actionable?
- Verify scope - Does "Applies To" include this scenario?
- Check expiration - Has the memory expired?
- Test prompt - View the full prompt in execution details
Policy Conflicts
If agents receive conflicting guidance:
- They typically follow higher-priority policies
- Review all memories for contradictions
- Consolidate or clarify conflicting entries
- Use specific scopes to reduce overlap
Performance Impact
If you notice slower agent responses:
- Review total number of global memories (keep under 20-30)
- Consolidate related policies
- Use appropriate priorities (don't make everything high)
- Set expirations for temporary entries
Security & Compliance
Access Control
Global memory management requires:
- View:
settings:readpermission - Create/Edit/Delete:
settings:writepermission
Audit Trail
All changes are logged with:
- User who made the change
- Timestamp
- Action (created, updated, deleted)
- Previous and new values
Access the audit trail for compliance reporting.
Sensitive Information
Avoid storing highly sensitive data in global memories:
- API keys or credentials
- Individual customer data
- Internal system details
These become part of agent prompts and may appear in logs.
Related Topics
- Personal Memories - Contact-specific memories
- Artifacts - Store agent-generated content
- Tools - Memory tool descriptions
- Agents - Agent configuration