AI Agent: Ignore Previous Conversation Context
Wong Yi Teng
Business Problem:
Right now, AI Agent pulls context from
previously closed conversations
, which can cause responses to feel outdated, irrelevant, or mismatched — especially when a Contact returns with an entirely new issue. Desired Outcome:
Provide an opt-in setting that ensures the AI Agent only references the current open conversation. When a conversation is closed, the AI Agent should not retain or use any previous context for that contact.
- For example, if a customer previously asked about billing and that conversation was closed, but they return later asking about delivery status, the AI Agent should ignore the old context and reply only to the new question.