Memories: Feature Overview

What is "Memory"?

Memory captures the day-to-day rules and preferences that make your agency run smoothly — things like agency policies, family decision-makers, and caregiver preferences that aren’t stored in the EMR. Casey organizes what it learns into three types (Business, Clithis ent, and Caregiver) and can pick up new guidance automatically from your answers or from clear comments on issues; you can also add and manage memories directly. This article explains the three memory types, how memories are created and managed, and simple, practical guidance for writing memories and comments that Casey will understand and apply consistently.

As a reminder, you can think of Casey as your AI Care Coordinator – the virtual teammates who works inside Zingage Operator!

There are 3 Types of Memories

Casey organizes what it learns into three categories:

When creating Client and Caregiver memories, you can select the person’s name from a dropdown menu that you are creating the memory for.

You have two ways to help Casey learn

1. Add memories manually — Directly tell Casey what it should know.

2. Leave better comments on issues — Casey reads clear, useful comments and may learn from them automatically.

Let’s talk about each.

1. Adding Memories Manually

🎥 Watch to learn more!

You can add memories anytime from the Knowledge page. This is the most direct way to teach Casey.

How to Add a Memory

1. Go to Knowledge → Memories tab

2. Click Add Memory

3. Select the type: Business, Client, or Caregiver

4. If Client or Caregiver, search and select the person

5. Enter the memory content

6. (Optional) Set an expiration date for temporary rules

7. Click Add Memory

How to Write Good Memories

A memory should tell Casey exactly what to do. If Casey reads it and still has questions, it's not specific enough.

The formula: What to do + When/for whom + Any conditions

Temporary Memories

For rules that won't last, set an expiration date when adding the memory:

• Example: "Accept all callouts without penalty" → expires end of week (storm policy)

• Example: "Client's daughter is handling all scheduling" → expires in 2 weeks (post-surgery recovery)

After expiration, Casey stops using that memory automatically.

2. Leaving Better Comments on Issues

When you leave comments on issues, Casey reads them as part of its work. If your comment contains clear, useful information, Casey may learn from it and create a memory on its own.

Bad comments that teach Casey nothing

• “OK”

• “Approved”

• “Call the family”

• “Handle it”

• “That’s fine”

Good comments that teach Casey a rule

• “Approved — overtime under 3 hours is always OK for continuity of care”

• “Call the son David instead — Mr. Foster has dementia and doesn't track his schedule”

• “Waive the penalty — we don't penalize weather-related callouts”

• “I'll handle this one. Always escalate complaints to us rather than responding directly.”

What makes a good comment (always include the rule, not just the decision)

Tips for comments

• Use “always” or “never” when appropriate.

• State who the rule applies to.

• Mark temporary situations with a date or range (e.g., “through Friday”).

Viewing and Managing Memories

Viewing Memories

1. Go to Knowledge → Memories tab

2. Filter by type: Business, Client, or Caregiver

3. Search for specific content

Each memory shows:

• The content

• Who created it (Casey or Operator)

• When it was created

• Expiration date (if temporary)

• A source issue link if it was created from an issue

Deleting Memories

If a memory is outdated or wrong:

1. Find it in the Memories list

2. Click the delete icon

3. Confirm deletion

Casey stops using it immediately. If the situation reoccurs, Casey will either ask or learn the updated information.

Questions? Contact scheduler@zingage.com.