Memory

Without memory, every conversation starts from zero, and you explain the same checklist, the same client and the same house rules again and again. With memory, Lucy builds up how your team works, and you say it once.

Say it once

Describe a routine in your own words. Next time, one sentence starts the whole thing.

Consistent across the team

Share a process and everyone follows the same steps, so results do not depend on who asks.

Visible and undoable

Lucy shows when it used or kept something, and you can undo it right there.

Two kinds of memory

	Processes	Knowledge
What it is	How a recurring task is done here, step by step	Facts about people, companies, contracts and other subjects of your work
Example	“To check custody fees: find the agreement, compare every line to the agreed rate, flag differences, offer a credit note email.”	“The ACME custody agreement was signed 1 March 2024. Safekeeping is 2.5 bp a year (schedule 2).”
Lucy uses it to	Follow your method instead of inventing one	Answer without asking you again, and spot when a new document contradicts an old fact
Saves you from	Re-explaining the steps	Re-pasting the same background

See it work

Here is a real answer. Lucy was asked to check invoices. Open the steps and you can see what memory did:

1. It followed a process. The first step says Following: Answer a custody-fee question (v3), and shows that it is an Organization process and which version. Lucy did not invent the method: your team’s steps came first.
2. It did the work. Open the file, read the fee schedule, compare each line, flag differences, save a reviewed copy.
3. It remembered two facts about the client, marked Only you, with an Undo button. Nothing is kept in secret.

Next time someone asks about ACME’s fees, Lucy already knows the agreed rate and that a credit note is owed.

Teach Lucy a process

There are three ways to create one. Use whichever is quickest at the moment.

Say it in the chat

The fastest way. After you have done something once, say:

Remember this as a process. When I say “fee check”: find the custody agreement, compare every invoice line to the agreed rate, flag the differences with the line number, and offer a draft email for a credit note.

Lucy saves it as one of your processes and tells you in the answer. You can edit it later in Settings.

Write it in Settings

Open Settings → Personalization → Processes → New process and fill in the form.

Field	What to write
Title	A short name you would recognise in a list, for example “Month-end fee check”
When to use it	The requests or situations it is for, in the words people actually use
Steps	A numbered list, in Markdown. One action per step
Reads	Kinds of things it looks up, separated by commas, for example company, invoice

Let Lucy propose one

After a task that took several steps, ask: “Turn what we just did into a process.” Lucy drafts the steps from the conversation, and you edit them before saving.

What makes a good process

• Write “when to use it” the way people ask. Lucy finds a process by matching a request to this text. If your team says “fee check”, write “fee check”, not only “custody invoice verification”.
• One job per process. “Fee check” and “Onboard a new fund” are two processes, not one long one.
• Steps are actions. “Compare every line to the agreed rate” is better than “be careful with the numbers”.
• Say what to produce. “End with a table of flagged lines and offer a credit note email” gives every run the same shape.
• Keep it short. Five to eight steps is plenty. Lucy fills in the detail.

Tip

After you save or change a process, give it a few minutes before relying on new wording. Lucy needs a moment to index it.

Processes in practice

Team	Process	What it does
Finance	Month-end fee check	Compares invoices to the agreement, flags differences, offers a credit note email
Compliance	DORA register review	Checks a register extract against the list of required fields and lists what is missing per provider
Risk	KYC refresh	Reads the client file, lists expired documents, proposes reminder dates
Legal	Contract first pass	Extracts parties, term, notice period and renewal, and flags unusual clauses
Client service	Weekly client update	Pulls the week’s activity and drafts the update in your house style
HR and admin	New joiner checklist	Walks through the documents and accounts to prepare, and drafts the welcome email

Knowledge: what Lucy knows about your work

Lucy builds up facts about subjects: people, companies, agreements, registers. Each fact keeps where it came from.

• Where it came from. Each fact says whether it came from a file, a tool’s output or something you told Lucy, and when.
• Who can see it. Only you, a group such as Compliance, or the whole Organization.
• Share or forget. Each fact has Share (widen who can see it) and Forget (delete it). You can also forget a whole subject.
• Search and filter. Use the search box and the All, Mine, Organization and group tabs to find things.

Lucy’s answers become more useful because it can say “the agreed rate is 2.5 bp (schedule 2 of the ACME agreement)” without you attaching the agreement again.

Share with your team

Memory is private by default. You decide what to share.

Scope	Who can see it	Typical content
Only you	You	Personal preferences, drafts of processes
A group such as Compliance	Members of that group	A team’s playbook
Organization	Everyone	Company-wide processes and reference facts

• Your own processes change straight away.
• Sharing with a group or the organisation is a proposal. An admin reviews it and accepts it before everyone follows it. This keeps shared methods reviewed.
• Versions and use. Each process shows its version and how often it was used, so you can tell which ones earn their place.

You are in control

• Switch it off. Let Lucy remember in Settings turns memory off for you. Then Lucy neither reads nor writes your memory.
• Undo as it happens. When Lucy remembers something, the step has an Undo button.
• Review any time. Everything Lucy keeps is in Settings, with its source.
• Export. One JSON file with everything in your own memory.
• Forget everything. Deletes your memory for good. Things you shared stay with the organisation.

Your organisation also decides whether memory is available at all, and an admin must accept anything shared widely. See Memory for admins.

When Lucy does not follow your process

What you see	What to do
Lucy answers without “Following…” in the steps	Say the trigger the way your process is written, or reword When to use it to match how people ask
Lucy follows an old version	Wait a few minutes after saving, then try again
Two processes seem to fit	Make their When to use it more specific, or merge them
Lucy used a fact that is wrong	Open What Lucy remembers, Forget the fact, and tell Lucy the correct one
Lucy keeps something you did not want kept	Use Undo on the step, or forget it in Settings

Start small

Pick the one task your team repeats most. Write it as a process, run it three times, and adjust the wording. Then add the next.