Client Memory: Conflict Resolution

5 min read

Every new fact about a client — from the advisor, a core system, email, the calendar, a document or the web — is compared with what is already stored before the client memory changes. Remy never resolves a conflict on its own. When a new fact contradicts a stored one, the advisor decides. Nothing is ever deleted, and every change is recorded in the client's change log.

Scope. This page describes the conflict check that runs before every write to the client memory, in chat and in the overnight run. The rules themselves are not hard-coded: they live in two policy files, conflict-policy.md and exclusion-policy.md, which compliance can edit. See Where the rules live below.

The three rules

Three rules decide what happens to every new fact. When in doubt, Remy asks the advisor.

Rule	What it means
Core systems are the source of truth	A value owned by a core system changes only in that system. Remy follows its updates and never overrides them. If something contradicts a core system, the advisor is pointed to the bank's process.
Remy never resolves a conflict on its own	If a new fact contradicts what is stored, the advisor decides.
New facts are confirmed first	New facts from the advisor are always confirmed. Facts from email, calendar, Teams, documents or the web are too — except on topics on the auto-write allowlist.

The four outcomes

Every new fact ends in one of four states. None of them deletes anything.

Outcome	What happens
Add	The new fact is written to the right topic, saved with source, date and who said it. Nothing existing is touched.
Update	The new value becomes the current one. The old value moves to history — it is not deleted. History keeps dates and sources.
Corroborate	No new fact is written; the existing one gains another source. This also applies when the advisor confirms the stored value — the rejected value is logged.
Not stored	The new fact is not saved. On an excluded topic the content is not kept. When the advisor declines, the decision is logged so the same fact is not asked again.

Ask advisor — a step, not an outcome

When the rules say the advisor decides, Remy asks first and the answer sets the end state. Until the advisor answers, the stored value stays current.

Where	How Remy asks
In chat	A confirmation card is shown before anything is saved.
Overnight run	A card appears on the morning dashboard. The new fact is held as unconfirmed; if it conflicts, both values are kept and marked disputed.

The advisor's answer resolves to Add, Update, Corroborate, Not stored — or Stays open, when a core system has to change first (the card shows how) or the advisor needs to check with the client.

How a new fact is evaluated

Remy first works out what the new fact says — client, topic, content, source — and reads the client's memory. It then answers the questions below in order. The first yes decides the outcome.

#	Question	If yes
1	Is this a core system's own value?	Update
2	Is the topic excluded?	Not stored
3	Same topic, same content?	Corroborate
4	Same topic, different content?	Ask advisor

If none of them applies, nothing conflicts and the fact is new. Two further questions then decide whether the advisor confirms it first.

#	Question	If yes	If no
5	Was it said by the advisor?	Ask advisor	Continue to 6
6	Is the topic on the auto-write allowlist?	Add	Ask advisor

Topics saved without asking

Each client's memory is a set of files, one per topic. New facts on a topic on the auto-write allowlist are saved directly; on every other topic the advisor confirms first. The list is set in conflict-policy.md and compliance can change it.

On the auto-write allowlist

File	What it holds
`actions.md`	Next steps agreed with the client
`changes.md`	Log of every change to the client's memory
`documents.md`	Documents received or shared, with dates
`index.md`	Overview of the client's memory and its topics
`meetings.md`	Meetings and calls that took place
`referrals.md`	Referrals given or received

Not on the allowlist — the advisor confirms

File	What it holds
`relationship.md`	Household, personal details, interests, gifts, meeting and communication preferences
`goals.md`	Goals, target amounts, deadlines, legacy plans
`risk.md`	Investment likes and dislikes, values screens, fee sensitivity
`commitments.md`	Promises made, advice given and the client's response
`in-flight.md`	Open cases that run beyond a meeting
`network.md`	Who the client knows, inside and outside the bank
`cash-flow.md`	Career, income, spending
`balance-sheet.md`	Assets held elsewhere, property, earmarked money
`tax.md`	Tax residence and tax advisor
`commercial.md`	Fees, assets under management, pipeline, relationship health
`screening.md`	Screening results
`compliance.md`	KYC status — copied from the core system; changes only there

Who said what

The same rules seen by source. Only a core system's own values, and new facts on a topic on the auto-write allowlist, go through without asking. Everything else lands with the advisor.

Stored ↓ · New →	Core system	Advisor (chat)	Email, calendar, Teams, document	Web
Nothing stored yet The fact is new	Update synced from the system	Ask advisor confirm first	Ask advisor Add if the topic is on the auto-write allowlist	Ask advisor Add if the topic is on the auto-write allowlist
Core system CRM, client master, advisory platform	Update own value, newer	Ask advisor	Ask advisor	Ask advisor
Advisor Said in chat	Ask advisor	Ask advisor	Ask advisor	Ask advisor
Email, calendar, Teams, document Mined overnight	Ask advisor	Ask advisor	Ask advisor	Ask advisor
Web News, registers, company sites	Ask advisor	Ask advisor	Ask advisor	Ask advisor

For every row: if the content is the same, the outcome is Corroborate; an excluded topic is always Not stored.

Where the rules live

Remy has many policy files, each covering one area of how it works. They are plain Markdown, written for compliance to edit, and shipped as defaults that a bank's own copy overrides. Two of them are read by a conflict check.

File	What it defines
`conflict-policy.md`	The rules, the questions, the auto-write allowlist, the answer options, and how open questions are shown.
`exclusion-policy.md`	What is never stored: health, politics, religion, gossip and the bank's own list.

client-wiki-policies/
  SKILL.md                 how to apply a policy, fixed answer format
  policies/
    conflict-policy.md     used for conflicts
    exclusion-policy.md    used for conflicts
    freshness-policy.md
    screening-policy.md
    doc-expiry-policy.md
    …                      other policies, not used for conflicts

Getting lighter over time

At the start, Remy is the apprentice and asks a lot. Every answer is recorded. Once adoption grows and edits or declines for a topic stay low, asking can be relaxed for that topic, step by step.

Remy never decides on its own to ask less. The answers are reviewed periodically, and only when the evidence supports it is conflict-policy.md updated to relax asking for that topic.