Can staff leave instructions that Simple Chat follows later in a conversation?

Yes. Staff can ask Simple Chat to save an AI-visible conversation note: a private, conversation-specific instruction that stays hidden from the customer and is included in the assistant's context on later turns.

Ordinary internal notes are for staff coordination only. They are not included when the assistant replies to the customer later. If you need Simple Chat to remember an approved action—for example, “if this customer later asks for a refund, tell them staff approved it and escalate for completion”—save it as an AI-visible note instead of relying on an internal note acknowledgment.

How AI-visible notes differ from internal notes

• Internal notes: Visible to staff in the conversation timeline. They are excluded from later customer-facing AI context so private coaching and investigation do not leak into customer replies.
• AI-visible notes: Also hidden from the customer, but they are stored in Conversation Memory and supplied to the assistant on later turns until staff remove them or the assistant resolves them after completing the instruction.

Use internal notes to talk with teammates. Use AI-visible notes when the assistant itself must follow a later-turn instruction.

How to save an instruction

1. Open the conversation in the merchant dashboard.
2. Switch to an internal note and mention @SC with the future-turn instruction.
3. Send the note. Simple Chat saves an AI-visible note rather than only acknowledging the request in an internal reply.
4. Confirm the note appears under Conversation Memory as AI-visible notes.

Write the instruction as the action the assistant should take later, not as a recap of the internal discussion. Store-wide policy still belongs in Settings instructions or your FAQ list, not in a single ticket's notes.

How to review or remove a note

1. Open the conversation in the dashboard.
2. Open Conversation Memory.
3. Find AI-visible notes.
4. Click remove on a note that should no longer apply.

Removing a note takes it out of later customer-facing context. You can also ask @SC to drop the instruction; the assistant can resolve the note after the action is complete.

Important rules to remember

• Customer visibility: AI-visible notes never appear in the storefront widget. The assistant should follow them without saying that staff left a note.
• Scope: Notes apply only to that conversation. They do not change how Simple Chat behaves for other shoppers.
• Not a refund guarantee: An instruction to explain a staff-approved refund still requires your enabled tools and a staff-completed refund. Simple Chat will not invent a refund outcome that staff did not approve.
• Internal notes stay private: Saving an AI-visible note does not start including ordinary internal notes in customer-facing context.

What happens next

When the customer replies, Simple Chat receives the saved note with the rest of conversation memory. If the instruction applies, the assistant follows it—for example, telling the customer that staff approved a refund and escalating for completion—then can resolve the note so it does not keep firing on later turns.

If you want the same rule for every conversation, put it in your store instructions or FAQ content instead of repeating AI-visible notes ticket by ticket.