> ## Documentation Index
> Fetch the complete documentation index at: https://docs.memoryo.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support Schema

> How MemoryOS remembers customer support context for support bots, copilots, and helpdesk platforms.

The Customer Support Schema is for support chatbots, agent-assist copilots, CRM AI, and helpdesk platforms.

The SDK stays the same. Enable `domain_schema: "support"` and MemoryOS adds a structured support overlay to every `add()` and `get()` call.

## What it stores

| Field                      | Meaning                                                                    |
| -------------------------- | -------------------------------------------------------------------------- |
| `support_type`             | Active support vertical for this customer                                  |
| `customer_identity`        | Account hints, tier, name, verified status                                 |
| `communication_preference` | Channel, tone, detail level, technical comfort                             |
| `language_profile`         | Preferred language and regional style                                      |
| `current_open_issue`       | The issue future replies should start from                                 |
| `issue_history`            | Useful prior issues without dumping every ticket                           |
| `resolution_preference`    | Refund, replacement, callback, workaround, escalation, or self-serve       |
| `sentiment_pattern`        | Frustration, repeat complaint, escalation risk, or easy-to-resolve         |
| `risk_signals`             | Fraud, churn, legal, compliance, VIP, or safety signals                    |
| `support_context`          | Vertical-specific context: orders, invoices, bookings, plans, transactions |

## Support types

`saas`, `ecommerce`, `banking_fintech`, `travel`, `telecom`, `edtech_support`, `general_info`

## Enable

From the workspace dashboard: **Settings → Domain Schema → Customer Support Schema**, or via API:

```http theme={null}
PATCH /v1/tenant/domain-schema
Authorization: ApiKey mem_...
Content-Type: application/json
```

```json theme={null}
{ "domain_schema": "support" }
```

## Routing modes

| Mode     | Use when                                                 |
| -------- | -------------------------------------------------------- |
| `single` | One vertical — SaaS, ecommerce, banking, travel, telecom |
| `multi`  | Helpdesk platform serving many verticals                 |
| `auto`   | Early testing or broad demos                             |

Single vertical:

```json theme={null}
{
  "support_type_mode": "single",
  "support_type": "banking_fintech",
  "support_types_allowed": []
}
```

Multi-vertical helpdesk:

```json theme={null}
{
  "support_type_mode": "multi",
  "support_type": null,
  "support_types_allowed": ["saas", "ecommerce", "banking_fintech", "travel", "telecom", "general_info"]
}
```

Classification happens inside the extraction pass — no separate detection call.

## Retrieval safety rules

Support retrieval prepends guardrails to `system_prompt_addition`:

```text theme={null}
Support memory usage rules:
- Treat this as remembered customer context, not live system truth.
- Do not claim you checked, changed, refunded, cancelled, verified, located, or triggered anything
  unless your own tool/API result confirms it.
- If live system data is needed, say you need to check the relevant support system.
```

For `banking_fintech`:

```text theme={null}
- Never ask for or repeat OTPs, passwords, full account numbers, full card numbers,
  Aadhaar, or PAN values.
```

These add no extra LLM call — just a few deterministic prompt tokens.

## MemoryOS vs. your support tools

| Belongs in MemoryOS                        | Belongs in your systems    |
| ------------------------------------------ | -------------------------- |
| Customer prefers refunds over replacements | Current order status       |
| Unresolved billing issue from last session | Current invoice status     |
| Customer contacted support three times     | Account owner verification |
| Escalation risk signals                    | Refund creation            |
| Communication style preference             | Ticket SLA timer           |

The recommended flow:

```text theme={null}
1. mem.get() — remembered support context
2. your tools — live truth (orders, invoices, tickets)
3. combine both in the model call
4. mem.add() — store the conversation
```

## PII guidance

Prefer stable internal IDs for `external_user_id`. Keep ticket IDs in `metadata`. Never send raw card data, OTPs, passwords, Aadhaar, PAN, full account numbers, or full passport numbers to MemoryOS. PNR values for travel are fine — they're operational references, not financial credentials.

## Dashboard endpoints

| Need                         | Endpoint                        |
| ---------------------------- | ------------------------------- |
| Customer support memory list | `GET /v1/tenant/customers`      |
| Aggregate support stats      | `GET /v1/tenant/support-stats`  |
| Configure routing            | `PATCH /v1/tenant/support-type` |
| Current domain config        | `GET /v1/tenant/domain-schema`  |

Use SDK `get()` for model calls, not dashboard endpoints.

## Related pages

* [Cookbook: support agent memory](/cookbooks/support-agent)
* [Domain schemas](/concepts/domain-schemas)