Operational memory
Merlin remembers contacts, deals, invoices, tickets and orders from earlier actions. Not a full document graph.
Operational memory
Operational memory is Merlin’s memory of customers, companies, deals, invoices, tickets and orders that were earlier looked up or approved via chat or voice.
This is not a search engine over all your files. CallMerlin is an execution layer: read, approve, act, then remember what mattered for the next session. Enterprise search (finding documents in Slack, Drive, mail) is a different product. The two complement each other.
What does Merlin remember?
| Source | Examples |
|---|---|
| CRM | Contacts, companies, deals (e.g. HubSpot, Salesforce, Pipedrive) |
| Accounting / finance | Contacts, invoices (e.g. Moneybird, WeFact, Xero) |
| Support | Tickets or conversations (e.g. Freshdesk, Trengo) |
| Store / orders | Customers and orders (e.g. Shopify, WooCommerce) |
| Payments | Customer or payment references where the connection provides them |
Memory only comes from actions Merlin already did (reads or approved writes). It is not a continuous sync of all your systems.
What does Merlin not remember?
| Category | Why not |
|---|---|
| AI API keys | No customer or invoice records |
| Social / design | Posts and media, no stable business entities |
| Hosting / websites | Servers and sites, no CRM memory |
| Full Slack, mail, Drive, GitHub | No document ingest; that is enterprise-search territory |
| Everything you ever connected | Only ops entities from CRM, finance, support and orders |
Connections outside this list still work as tools. They simply do not feed operational memory.
Difference from knowledge base and learned facts
| This | Not that |
|---|---|
| Operational memory | Entities from CRM/finance/support/orders |
| Knowledge base | Documents and procedures you (or an admin) upload or publish |
| Learned facts | Short facts from conversations per PIN (e.g. preferences) |
See also Cases and Connections.
How do you turn it on?
- Plan: Professional or higher (including trial). Starter has no org memory.
- Account: under Settings, the Operational memory toggle (on by default on Professional+).
- Per employee: the PIN right Search operational memory via chat/voice (on by default for new PIN users).
Without that PIN right, Merlin shows no operational memory for that user, even if the account toggle is on.
Chat examples
- "What do we already know about customer Jansen?"
- "Did we recently do something with that HubSpot deal?"
- "Search operational memory for open Trengo tickets."
Plan and limits
| Plan | Org memory |
|---|---|
| Starter | Off |
| Professional | On (capped entity count) |
| Business / Enterprise | On (higher or custom limit) |
| Trial | Same as Professional |
Entities are updated when Merlin sees them again. At the limit, new records are skipped without failing the conversation.