Client Memory

FrontdeQ extracts and stores client-specific details from every call. On the next call from the same client, those memories are available to the AI — so returning callers are greeted as people, not strangers.

What Gets Captured

After every call, FrontdeQ analyzes the transcript and extracts memories into seven categories:

Each memory has an importance rating (high / medium / low) and a source — which call it came from — so you can verify or delete it later.

Where the Memories Show Up

When a known customer calls again, FrontdeQ loads their memories into that call's context. The AI uses them naturally:

Agent:   Hi Maria! Great to hear from you. How's the wedding
         planning going? Would you like to book another session
         with Jessica?

That's not a script. Memory — the wedding, the stylist — woven into a natural greeting. The AI won't recite the memories verbatim ("I see you're getting married in October"); it works them in where appropriate.

Memories are also visible in the customer's record in your dashboard, with source call references.

Browsing Memories

From your dashboard:

1. Memories — top-level nav
2. Memories are grouped by client, newest first, with the category and importance on each row
3. Click the date on a memory to open the call it came from
4. Show history includes retired memories — ones a later call replaced, or that have aged out — alongside the current set

There's no in-place editing yet. To correct a memory, delete it and add a replacement with Add memory.

Deleting Memories

Delete on-demand from the Memories page. Two options:

• Delete a single memory — removes it from future calls. Source call record is preserved.
• Forget this client — the button on each client's heading. Erases every memory for that client, retired ones included, under both the Square customer record and the phone number they call from. The AI will treat this client as if they've never called before on the next inbound call.

For CCPA / GDPR compliance: deleting memories is permanent. There's no undo. If you delete a memory and the customer calls again, the AI will not have that memory available unless it's re-captured from a new call.

A retired memory is a different thing from a deleted one: it stops reaching the AI but stays on the Memories page under Show history, with a Restore button, until 90 days after it's retired. After that it's deleted for good. One exception: life-context and action-item notes retired for age (see Retention below) show Aged out instead of Restore — the automatic retirement would simply run again on the next pass, so there is nothing a restore could give back. Add a fresh memory if it still applies.

What FrontdeQ Does Not Capture

We deliberately exclude:

• Medical information. If a caller mentions a health condition, it's not persisted as a memory. Exceptions: allergies specifically related to salon services (e.g., "allergic to PPD in hair dye") are captured because they affect service delivery. Other health details are noted in the transcript only.
• Credit card details or payment info. Never captured, never stored.
• Personal data about third parties. If the caller mentions a friend or family member's details, we don't create a memory about that third party.
• Negative subjective judgments. "This client is rude" or "always late" would not be captured as a memory. The AI reads tone from the live call, not from persisted judgments.

How Memory Accuracy Is Maintained

The extraction model is Claude Sonnet, prompted to capture only explicit statements the caller made. It won't invent memories. If a memory turns out to be wrong (the caller misspoke, the extraction missed context), delete it from the Memories page — and add the corrected version there if it's worth keeping.

The QA system periodically reviews memories against recent calls. If a memory contradicts what the caller says on a new call (e.g., "I prefer Maria" from 2 months ago, but the caller says "let me try someone different this time"), the AI prioritizes the live statement over the memory.

Privacy & Compliance

• Encryption at rest. Memories are stored encrypted in the same database as your other customer data.
• No cross-salon sharing. Memories are scoped per-organization. Another salon using FrontdeQ cannot see your memories.
• Right to deletion. If a client asks you to forget them, use Forget this client on their heading in the Memories page. Every memory under their customer record and their phone number goes, retired ones included.
• Audit trail. Each deletion — one memory or a whole client — is written to our application log with the organization, the person who did it, which client (phone number redacted to its last four digits), and how many memories were erased. It is a log, not a report you can pull from the dashboard; ask us if you need a copy for a compliance request.
• Right to access. The dashboard shows everything captured, so a client can be read their memories from the Memories page. There is no one-click export file yet.
• Retention. A retired memory is deleted 90 days after it's retired — the restore window runs from the retirement, not from the day the memory was first captured. Life-context and action-item memories retire automatically after 12 months — a moment stops being current long before a preference does. Everything else is kept until you delete it.

What Happens on Memory Extraction Failure

If the post-call memory extraction fails (the extraction is a post-call background job; failures don't affect live calls), the call still gets logged. No memory is captured for that call. The next time the same customer calls, the AI uses whatever memories exist from prior successful extractions.

A failure is retried automatically every 30 minutes for up to 24 hours (five attempts), and both the failure and the reason for it are written to our application log and to the call's own record. Neither is shown in the dashboard yet — ask us if you need to know why a particular call captured nothing. They're rare: typically transient API errors that resolve on the next retry.

Building Memory Quickly

The memory system gets more useful as customers call more often. A brand-new client has zero memories. By their third or fourth call, the AI knows their preferred stylist, their scheduling patterns, any specific service notes they've mentioned.

For high-volume salons, expect meaningful memory coverage on returning clients within 2-3 weeks of launch.