Remembering returning customers

When someone Dazza has talked to before comes back, it knows the story so far: what they asked about, what was resolved, anything still open, and how they rated it. It can say “welcome back”, pick up where things were left, and skip questions it already knows the answers to.

Who Dazza remembers

Only customers it can tell apart from a stranger:

• Verified customers: signed in on your site, or confirmed with an email code. See Verify customers.
• Customers a channel identifies: the WhatsApp or SMS number they write from (the same number on both counts as one person), their Messenger, Instagram, Telegram, LINE or Viber account, or the address they email from.

Anonymous website visitors are never remembered, even on the same browser, because it might be a shared computer.

What Dazza may say

• Verified customers: Dazza can mention what’s in the note when it helps, such as a request that’s still with your team. It never reads their history back unprompted.
• Everyone else it recognises: Dazza uses the note only to understand them. It won’t reveal anything from it, such as an order, a booking or what was said, even if they ask. Once they verify, it can.

The note is never treated as instructions, and your knowledge still decides the facts.

How the note is kept

When a conversation ends (it’s resolved, or nobody has written for half an hour), Dazza writes a note of two to five lines from its last six conversations with that person in the past year, using a small, fast model. Until the note is ready, Dazza reads the same facts straight from the conversations, so there’s no delay for the customer.

You can read the note on the customer’s page in Contacts, under What Dazza remembers. It’s part of their data: it’s included when you export it and deleted when you erase it. See Contacts and data rights.

Remembering returning customers is on every plan.