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Dialtu keeps a per-contact memory, shared across channels: what a WhatsApp agent learns is available to your calls, your SMS and your other agents. The AI Memory group controls two separate things: what this agent reads, and what it writes.
Reading is opt-in; writing is on by default.Use memory is off by default, but Record to memory is on — on every agent, new and existing. If you’ve never opened this section, your agent is already contributing everything it learns to the contact’s shared memory.
AI Memory group with the Use memory toggle on, the Automatic and Variables mode selector, Deep recall off, and the Record to memory toggle

Use memory on, in Automatic mode, with Record to memory below

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Reading: what the agent knows

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Use memory

Off by default. Turning it on gives the agent what’s already known about the contact: facts, preferences and open items gathered from WhatsApp, calls, SMS and notes.

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How the agent gets the memory

In Variables mode, if you place no tokens, the agent gets no memory at all — and there’s no visible warning in the editor. If you pick this mode, place at least one.
In Variables mode the nine tokens appear as chips under the selector. Clicking one drops it into the prompt at the cursor.
AI Memory group in Variables mode showing the nine memory chips from Memory to Memory last sentiment

Variables mode: the nine memory tokens, ready to drop into the prompt

The nine available tokens:
For a brand-new contact, the tokens reach the model written literally. If the contact has no memory yet — every first-time customer — a prompt saying Context: {{memory_facts}} sends exactly that text to the model.This doesn’t happen in Automatic mode. It’s a strong reason to prefer it unless you need fine control.

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Deep recall

Off by default, nested under Use memory. Lets the agent look up earlier conversations mid-chat when the customer mentions something specific.
  • Searches WhatsApp, voice and SMS history, up to 18 months back.
  • Costs no extra credits, but replies take a little longer.
Turning off Use memory also turns off deep recall, and re-enabling it doesn’t restore it.

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Writing: what the agent contributes

The Record to memory toggle (on by default) and its Configure link open the What this agent records modal.
What this agent records modal with the Facts, Preferences, Open items and Milestones categories ticked, and the business context field

The four categories, each with its own instruction box

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What to record

Four categories, all on by default: Each one takes its own instruction (max 300 characters) explaining what counts as that, for this agent.

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Context and exclusions

  • Business context (max 600 characters) — shared context for every category. For example: “We sell wholesale to shops, not to the public.”
  • Never record (max 600) — a hard exclusion: nothing matching it is stored, even if the customer states it outright. This is where card numbers, national IDs and health data go.
Fill in Never record before enabling memory in a regulated industry. It’s the only hard barrier.
Never record field and the When to record selector with During the conversation and When it ends

Further down the same modal: the hard exclusion and when memory is written

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When to record

During the conversation means 30 minutes of inactivity, not every 30 minutes. A continuously busy chat writes nothing until it goes quiet or is closed.

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Things worth knowing

Memory is read at the start. For the session’s 24 hours, whatever the customer says doesn’t appear in that agent’s own memory. It looks like a bug in the test panel, but it’s deliberate.
Conversation sentiment lives on the same record. Switching off Record to memory stops it being captured — and the interface doesn’t mention it.
These settings apply to this WhatsApp agent only. Extraction from voice calls and client notes always happens, under its own rules.
Memory has a size budget and a maximum age. “The agent forgot something I can see on the contact’s memory page” is expected behaviour, not a fault.
It can’t be switched off for one agent: it’s rebuilt from what every agent contributes. What you change here is what this agent feeds into it.

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Next step

Follow-up, reminders and closing

What happens when the customer stops replying.