Company Memory

Manage the Directives that the CLAI assistant follows in every conversation and the company-specific Knowledge Notes it searches when a question arises.

Company Memory is the screen where you explain your company to the CLAI assistant. What you write here determines how the assistant behaves in your team's conversations and which company-specific information it uses. The screen has two separate sections: the Directives that the assistant follows in every conversation, and the Knowledge Notes that the assistant searches only when a relevant question is asked. Understanding the difference between these two is key to using the screen correctly.

Accessing the screen

Navigate via the menu: Agent Management › Company Memory. If you do not see it in the menu, your account does not have permission for this screen.

Anyone who can open the screen can view the content, but only administrators can modify it. If you are not an administrator, the following warning appears at the top of the screen and all buttons and text fields are disabled:

Only administrators can modify Company Memory. Viewing is open.

This restriction exists because Company Memory guides the conversations of everyone in your workspace, not just one person.

Screen sections

• Title: Company Memory with the description "What you want the assistant to know and follow about your company." below it.
• Warning bar (conditional): Read-only warning or service not configured warning (see Common situations).
• Tabs: Directives and Knowledge Notes. The number of saved notes is shown next to the Knowledge Notes tab; this count includes draft and archived notes. When the screen opens, the Directives tab is selected.

Difference between Directives and Knowledge Notes

If you want a rule to always apply, write it in Directives. If you write a rule as a note, the assistant finds it only when it performs a search resembling the question; if the question does not contain related words, the rule may not activate. Conversely, do not put long explanations in directives; they work better as notes.

Directives tab

At the top of the tab, the following explanation appears: "What you write here is read by the assistant at the start of every conversation and applied regardless of the question. Write rules: “Do not negotiate price, refer to sales team.” Short bullet points work better than long narratives."

Below is a large text area. When empty, example bullet points appear in a faint color; these are only examples and are not saved. The directive text can be up to 100,000 characters. A note below the text area reminds you that what you write goes only to your workspace's assistant and is not visible to other customers.

At the bottom are buttons and the current status of the directive:

• If no directive has been saved yet: "No directive written yet. The assistant currently uses only CommerceLab's shared knowledge."
• If a directive is saved: status badge (Published or Draft), last update date-time, and the updater's name.

Writing and publishing a directive

1. Open the Directives tab.
2. Write your rules as short bullet points in the text area. Writing each item on a separate line in the imperative mood yields the best results (e.g., "- Address corporate customers as 'you'.").
3. Click the Save button.

If saving is successful, a "Saved. The assistant will use this in subsequent conversations." notification appears and the status badge becomes Published. Changes apply to conversations started after saving. During saving, the button shows Saving… and both buttons are disabled. If saving fails, a Could not save notification appears; your text remains in the area and you can try again.

Saving as draft

If you want to save without finishing, click the Draft button. The text is saved but does not go to the assistant. After saving, the same "Saved. The assistant will use this in subsequent conversations." notification appears; this message is the same for draft saves but does not mean the draft is sent to the assistant. The status badge becomes Draft. While the directive is a draft, the following warning appears at the top of the tab:

Draft documents do not go to the assistant. They have no effect until published.

To publish a draft, review the text and click Save.

Warning: If you edit a published directive and save it as Draft, the directive reverts to draft and the assistant will no longer use any directive. To keep published rules active, finish editing by saving with Save.

Clearing the directive

There is no separate delete button in the Directives tab. To remove rules, delete the text and click Save.

Knowledge Notes tab

At the top of the tab, the following explanation appears: "Notes are not directives: the assistant searches and finds them only when a relevant question is asked. Use this for your company's specific definitions, processes, and screen information." The New note button is at the top right.

If there are no notes, the message "No knowledge notes yet." appears.

List

Each note appears as a row in the list. There are no filter, search, or sorting options.

Actions

Adding a new note

1. In the Knowledge Notes tab, click the New note button.
2. Fill in the fields in the window that opens (see the table below).
3. Click the Save button.

If saving is successful, the window closes, a "Saved. The assistant will use this in subsequent conversations." notification appears, and the list refreshes. If saving fails, the window remains open and a Could not save notification appears; the notification details include a technical error message. Even if the note is saved as Draft or Archived, the success message is the same; the assistant uses only Published notes. You can close the window without saving by clicking Cancel.

Note window fields

The Save button is disabled until Short name and Title are filled. If you enter a value that violates short name rules, the button appears enabled but saving is rejected and a Could not save notification appears.

Tip: Divide a long note into sections with ## headings. The assistant finds the most relevant part when searching; a sectioned note provides more accurate answers.

Editing a note

1. Click the Edit button on the note's row in the list.
2. The full content loads and an Edit window opens.
3. Modify the necessary fields and click Save.

The Short name field is locked during editing. If you need a different short name, create a new note and delete or archive the old one. If the note cannot be loaded, a Something went wrong notification appears and the window does not open.

Unpublishing a note

If you want to stop the assistant from using a note without deleting it, change the Status field to Draft or Archived in the editing window and save. The assistant uses only notes with Published status; the note remains in the list and can be republished later.

Deleting a note

1. Click the Delete button on the note's row.
2. Confirm the browser's prompt "Delete the note ‘Note title’? This action cannot be undone."

If you cancel the prompt, nothing is deleted. If deletion succeeds, a Deleted notification appears and the list refreshes; if it fails, a Something went wrong notification appears and the note remains in the list. Deletion is irreversible; you must rewrite the note if needed again. If unsure, use the Archived status instead.

Statuses

Common situations

• "Document service is not configured in this setup" warning appears. The backend service for this screen is not enabled for your workspace. Nothing can be saved in this case; empty fields do not mean "no directives." Notify your system administrator.
• Buttons and text fields are disabled. Your account is not an administrator; you can only view the screen. Request changes from your administrator if needed.
• I wrote directives but the assistant does not apply them. First check the status badge: if Draft, publish with Save. If published, changes apply only to new conversations; start a new conversation if continuing an open one. If you wrote the rule as a knowledge note, move it to directives.
• Text I wrote in the directive field disappeared. When the screen opens, the saved directive loads shortly after; during this time, the field appears empty and the message "No directive written yet" may show. When the saved text arrives, it fills the field again, and anything written in the meantime is lost. Wait for the status badge or last update info to appear before typing.
• I wrote a note but the assistant cannot find it. Check that the note is Published. Write the title and content using words users would use when asking questions.
• Note cannot be saved. The most common cause is the Short name field: it cannot contain uppercase letters, Turkish characters, spaces, or underscores. Use a value like return-process.
• I want to change a note's short name. Short names cannot be changed later. Create a new note with the new short name and delete the old one.

Related screens

• How Help and CLAI work together
• Help center
• Managing help documents