What Caro remembers, and what it doesn't

Every conversation captures some context automatically — but "remembering" a customer between visits or across separate conversations is a deliberate, optional setting, not something that happens by default.

What's always captured, per session

Open any conversation in Conversations and click the info icon (top right) to see its session details:

• Platform — where the conversation came from (e.g. Shopify storefront).
• Session — a unique ID for that visit.
• Started — when the session began.
• More details — the storefront url, and if relevant, page_type, product_handle, or collection_handle — this is what powers Product/collection page awareness, letting Caro answer "tell me about this" without the customer naming the product.

This is captured for every conversation regardless of any memory settings — it's what the current session looked like, not a memory of the customer as a person.

What's optional: remembering across visits and conversations

Two separate settings control anything beyond a single session:

1. Remember the conversation across visits (Widget design → Behavior, free on all plans) — see Turning on cross-visit memory.
2. Remember returning customers (Growth plan) — see Remembering returning customers.

Without either turned on, every new visit and every new conversation starts with a blank slate — Caro has the current session's page context, but no memory of anything the same customer said last time.