Overview
What Memories are in Uniportal and how they're different from a Skill.
What a memory is
A memory is a fact Uniportal's AI has picked up from resolving tickets: a quirk, a preference, something true about your MSP, a customer, a device, or an end-user. It draws on these as it works new tickets and tasks, so it doesn't have to be told the same thing twice.
Skills give the AI judgment: the procedure to follow for a given situation. Agent Tools give it the ability to act. Memories give it standing knowledge, the things that are just true, whether or not there's a ticket open right now. A Skill fires on a type of request. A memory applies any time the AI is working on the company, device, or end-user it's attached to.
Where to find it
Go to Memories in the sidebar, under AI alongside AI Assistant, Agent Tools, and Skills. The page has two tabs, Shared and Mine. See Shared and private memories for what each one is and who sees it.
How a memory gets created
You add one directly from the Memories page, or tell the AI to remember something mid-conversation and let it capture the memory for you. See Creating memories for both.
Scope
Every shared memory applies at one of four levels: All companies, Company, Device, or End user. See Memory scopes.
How the AI decides when to use one
A memory is either always applied, sent to the AI on every relevant ticket as a standing rule, or fetched when relevant, background knowledge the AI pulls in only if the ticket or task actually calls for it. That choice is made when the memory is created. See Creating memories for why it matters.
Expiration
A memory can carry an end date, so a fact that's only true for a while stops being used once it isn't, without anyone having to remember to go delete it. See Expiring memories.