Pictures and memory

Let the AI read the pictures customers send, and remember signed-in customers' earlier chats.

Both are off until an admin turns them on, on the Chat page under What the AI can read.

Pictures

With pictures on, the chat shows a button to add a picture. A visitor can also paste a screenshot into the question box. The AI also reads the pictures in forwarded email when it writes its suggestion.

What happens to a picture:

In the chat, the browser shrinks it and sends it as a JPEG, leaving its location and other details behind.
Our AI provider reads it and writes down what it shows, in up to about 150 words. Card numbers and secret keys are removed from those words.
The AI answers from those words and your docs, and keeps to the same rules as for any question.
A picture from the chat isn't kept, and your team doesn't see it. If the visitor asks for a person, your team sees what the AI wrote about it, and can ask them to send it by email.
A picture in a forwarded email stays with the email, as described in Files on conversations.

Ask customers to cover passwords and card numbers. The chat reminds them when they add a picture. The AI is told to hide any it sees, but a picture can show anything, and it does reach our AI provider.

Limits

10 pictures a day from one address, and 300 a day for your company.
100 emails with pictures a day for your company. Past that an email still arrives with its pictures, but the AI's suggestion doesn't read them.
Up to 3 pictures from each email. Each must be a PNG, JPEG, GIF or WebP, under 3.5 MB. Small inline pictures, like a logo in a signature, are skipped.
Each picture costs about as much as one more AI answer from your daily budget. It doesn't count as an extra answer on your plan.

Memory

Memory is for signed-in customers only, so it needs signed-in visitors, on Growth and Scale.

With memory on, the AI reads a signed-in customer's earlier chats with you, so they can carry on where they left off. That includes chats they closed with New conversation, and replies your team sent them in the chat.

The AI reads up to their last 14 messages, and the first 240 characters of each.
It goes by the identity your server signed. An anonymous visitor has no memory, and one customer never sees another's.
Email isn't included, because anyone can forge a sender.
An earlier answer isn't treated as documentation, so facts about your product still come from your docs.
Chats are deleted 90 days after their last message, and memory goes with them.

The chat's footer tells visitors that it remembers.

Still stuck? Write to hello@getswaru.com.