AI Agent: Read messages from previously closed conversations
Wong Yi Teng
Business Problem:
Right now, the AI Agent only remembers up to 50 messages in a single chat and forgets everything once the conversation ends. When a customer comes back later or gets passed to another agent (human or AI), the AI loses context. This leads to repetitive questions and a poor experience.
Desired Outcome:
Ensure the AI can retain important context across longer conversations and multiple sessions. This allows it to deliver more consistent, relevant, and personalized responses — even when the chat is handed off or resumed later. As a result, users won’t have to repeat themselves, and conversations can continue smoothly.
To achieve this, the AI should:
- Remember more than 50 messages in a single conversation.
- Keep key info when chats are reopened later.
- Continue conversations smoothly even when switching between agents.
Use Case (All Lifecycle Phases)
- Capture:AI remembers earlier inputs, so users don’t have to start over if they come back later.
- Convert:Keeps track of past preferences or questions to guide better sales conversations.
- Retain:Remembers past issues or interactions to provide consistent and personalized support.