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Memory
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Memory

Memory

Memory is Pam's persistent knowledge store — facts, schemas, and reference data that Pam retrieves on demand during conversations. Where your Playbook tells Pam how to behave, Memory tells Pam what it knows.
Open Customize > Memory in the sidebar to view and manage memory entries.
Memory page showing personal memory entries
Memory page showing personal memory entries

How Memory Works

Pam's knowledge is divided into three layers:
Layer
What it does
When it's active
Playbook
Rules for how to behave
Every conversation
Memory
Facts, preferences, reference data
Fetched when relevant
Schema
CRM structure: objects, fields, pipelines
Fetched when relevant
Memory entries are loaded into the conversation only when Pam determines they are relevant. This keeps every conversation fast and focused — Pam doesn't load your entire knowledge base, just what it needs.

Personal vs. Team Memory

There are two scopes:
  • Personal memory (My Settings) — Visible only to you. Store your preferences, territory details, key accounts, or any reference data specific to how you work.
  • Team memory (Team Settings) — Shared across all team members. Typically stores CRM schema, product knowledge, and org-wide reference data. Only owners can edit.
Team Memory page showing CRM schema entries
Team Memory page showing CRM schema entries

Viewing Memory

In My Settings > Memory, you see your personal memory entries. Click any entry header to expand it and view the content.
Personal memory entry expanded showing content
Personal memory entry expanded showing content
Switch to Team Settings to view team memory — CRM schemas, product information, and shared reference data stored there by your admin.

Adding a Memory Entry

  1. In Customize > Memory, click Add Memory
  1. Fill in the form:
      • Type — Use memory for all manually created entries. Use schema only for CRM structure data managed automatically by the Initialize CRM Schema button — do not create schema entries by hand.
      • Unique Label — A machine-readable identifier (lowercase, hyphens only, e.g. my-top-accounts). Choose carefully — this cannot be changed after saving.
      • Description — A human-readable name shown in the list
      • Content — The actual knowledge you want Pam to remember
Add Memory form with all fields visible
Add Memory form with all fields visible
Here is an example of adding a personal memory entry for key accounts:
Add Memory form filled in with top accounts example
Add Memory form filled in with top accounts example
  1. Click Save — the entry appears immediately in your memory list
Memory list showing the new My Top Accounts entry saved
Memory list showing the new My Top Accounts entry saved

What to store in personal memory

Territory and account context:
My territory is DACH (Germany, Austria, Switzerland).
My top accounts this quarter are: Acme Corp, TechStart GmbH, Enterprise AG.
My quota is EUR 800,000 for Q2 2026.
Working preferences:
I prefer deal summaries in bullet form — no more than 5 points.
My manager is Sarah Chen. I report pipeline every Monday morning.
I work primarily with Enterprise accounts (500+ employees).
Reference data:
Standard contract length: 12 months, 24 months, or 36 months.
Discount approval matrix: up to 10% → direct manager, 10-20% → VP Sales, >20% → CEO.

Editing a Memory Entry

Click the entry header to expand it, then click the Edit button (pencil icon).
Memory entry in edit mode with content editable
Memory entry in edit mode with content editable
Modify the content and click Save. For personal entries, you can also change the Description. The Unique Label cannot be changed after creation.

Deleting a Memory Entry

Expand an entry and click the Delete button (trash icon).
Memory entry showing Delete button
Memory entry showing Delete button
A confirmation dialog appears — confirm to permanently remove the entry.
Delete confirmation dialog asking to confirm deletion
Delete confirmation dialog asking to confirm deletion
Deletion cannot be undone. If you want to temporarily disable a memory entry, consider clearing its content rather than deleting it.

Re-discover (CRM Schema)

In Team Settings > Memory, owners see an Initialize CRM Schema button alongside Add Memory.
Team Memory header showing Initialize CRM Schema button
Team Memory header showing Initialize CRM Schema button
Clicking this button triggers Pam to re-examine your connected CRM (HubSpot or Salesforce) and update the schema memory entries with the current structure.
When to use Re-discover:
  • You added new custom fields to your CRM
  • You created a new pipeline or changed stage names
  • You added or renamed object types
  • Pam is referencing fields that no longer exist, or can't find fields you just created
  • After connecting a new CRM integration for the first time
The schema discovery typically completes within a few seconds. Once done, Pam can correctly reference all your custom fields by name in conversations.

Best Practices

  1. Keep entries focused — Each memory entry should cover one topic. "My territory" and "My key accounts" work better as two entries than one combined entry.
  1. Update seasonally — Personal memories like "my top accounts this quarter" need refreshing each quarter. Set a reminder.
  1. Use memory for reference data, Playbook for rules — "My discount approval matrix is: up to 10% → manager..." belongs in Memory. "Always ask for approval before offering more than 10% discount" belongs in Playbook.
  1. Re-discover after CRM changes — Any time an owner makes significant CRM customizations, run Initialize CRM Schema to keep Pam's knowledge current.
  1. Check team memory before adding personal memory — If the fact you want to add is relevant to the whole team (e.g., product pricing, territory definitions), ask your admin to add it to team memory instead.

Troubleshooting

Pam doesn't seem to know about my custom CRM fields
  • Go to Team Settings > Memory and check if schema entries exist
  • If they're outdated or missing, click Initialize CRM Schema to re-discover
  • Make sure your HubSpot or Salesforce integration is connected (Customize > Integrations)
I added a memory entry but Pam isn't using it
  • Memory is fetched on demand — Pam uses it when relevant, not in every message
  • Try asking directly: "What do you know about my top accounts?"
  • Check that the entry content is clear and specific
I can't edit team memory entries
  • Team memory is owner-only. Ask your team owner to make changes.
The Initialize CRM Schema button isn't visible
  • You're likely on My Settings. Switch to Team Settings to see it.
  • Only owners see this button.

Related Documentation

  • Playbook — Rules for how Pam should behave
  • Integrations — Connect HubSpot, Salesforce, email, and calendar