Customer memory and VIP recognition

Every conversation, booking, no-show and special request is saved against the customer's phone number. When the same number calls or messages again — on any channel — Solwees recognizes them. No 'who am I speaking to?' restart, no duplicate profile, no asking for preferences they already shared three visits ago.

What gets remembered: past bookings (date, party size, services, deposit status); preferences ('Maria always books with Eveline', 'Andrey prefers the terrace table', 'Dr. Garcia is gluten-free'); cross-channel identity (a customer who booked on WhatsApp last week and calls today is the same person); average spend and visit frequency. All visible in the admin panel and mobile app under the customer's profile.

VIP recognition: flag any customer profile as VIP in the admin panel (or mark by tier — gold/silver/bronze). When that number calls, the team receives a push notification: 'Maria Gonzalez calling — gold-tier, last visit 12 days ago, prefers Eveline'. The agent itself also adjusts its tone slightly for flagged VIPs (more deferential, fewer scripted lines).

Privacy controls: customer profiles can be deleted on request (see data-deletion). Solwees does not enrich profiles from third-party data sources — only what was learned from your own conversations is stored. If your business operates under stricter retention rules, you can shorten profile lifetime in admin > Settings > Data retention.