Overview
Teach it once. Every agent knows it.
Shared Memory is where you teach Astro about your business. One knowledge layer serves both Voice AI and Chat AI, so there is no second setup. Set defaults account-wide, then override them per location — many stores, one knowledge base.
Shared Memory is also how you bring outside sources of data into Astro. Anything you upload or link becomes part of what your agents can draw on, alongside the orders, inventory, customer, and loyalty data that sync automatically.
For an overview of how Shared Memory fits with the rest of the suite, see Meet Astro.
Note: Shared Memory is not required to use. We recommend using it for information that you want shared across Voice AI and Chat AI agents.
Prerequisites
Before getting started, ensure you have:
Required Permissions:
Shared Memory can be accessed by team members with the following permissions:
Owner
Knowledge Buckets
Knowledge Buckets allow you to upload files and links that agents can pull information from.
How to create a Knowledge Bucket
Go to Astro AI→ Shared Memory
In the Knowledge bucket section, click +Create bucket
Add a Name
Add an optional Description
Select a color and icon of your choosing
Add relevant files and links
Click Save
Syncing Knowledge Buckets
Knowledge buckets will sync information automatically, but if you feel that the agent is missing content, then you can click Sync now to force it to run a sync.
FAQs
Question-and-answer pairs the agent can reference when a caller asks something not covered by the built-in tools.
How to add a FAQ
Go to Astro AI→ Shared Memory
In the FAQ section, click +Add
Add your question and answer
Add keywords
These are variations in how callers may ask the same question. Either add keywords manually or click +Generate keywords to have Astro AI generate some for you
Click Save
Example FAQs
“Do you have a refer-a-friend program?”
“How does the loyalty program work?” / “How many points do I earn per dollar spent?”
“What do I do about defective products?”
“What’s your return policy?”
Behaviors
Behaviors are conditional instructions that tell the agent how to behave when specific conditions are met.
How to add a Behavior
Go to Astro AI→ Shared Memory
In the Behavior section, click +Add
Add your conditions and responses
Click Save
Example Behaviors
If the customer is not a loyalty member and asks a question about member benefits, then mention they should consider joining the loyalty program once, briefly, without being pushy
If the customer says they enjoyed the last pop-up event, then tell them to follow our Instagram at [username] to stay up-to-date on future events
If the customer says the only have a credit card, then tell them we only accept cash and debit card
Best Practices
Avoid duplicating what's already automated
If a topic is already covered by a built-in feature (like hours, address, or inventory), you don't need to, and shouldn't, create a matching FAQ, Behavior, or Knowledge bucket for it. Doing so creates two sources of truth for the same question, which can lead to inconsistent or outdated answers if you forget to update the knowledge base later. Let the built-in tool handle it, that's what it's there for.
Quick check before adding a FAQ, Behavior, or Knowledge bucket: Ask "Is this already something the agent can look up live?" If yes, skip it. If no, it's a great candidate for adding to the knowledge base.
Avoid duplicating information across Shared Memory
Also avoid duplicating information across FAQs, Behaviors, and Knowledge buckets. Have one source of truth for a piece of information. So for example, avoid adding a FAQ and a Knowledge bucket about your loyalty program benefits.
Need Help?
If you need assistance, reach out to AIQ Support anytime via chat widget within your AIQ Dashboard.