Conversation Memory
Conversation memory helps the agent use relevant previous context from the same Guest.
Memory is scoped to the current workspace.
Why it matters for your business
- Save money: fewer repeated questions and shorter follow-ups.
- Work faster: agents and team members start with context.
- Standardize service: prior interactions inform the next conversation consistently.
- Delight every Guest: the Guest feels remembered instead of reset.
What memory can help with
Memory can help the agent remember:
- previous questions,
- preferences,
- reservation or inquiry context,
- channel history,
- unresolved requests,
- whether the Guest already received a confirmation.
What memory should not replace
Memory should not replace verification for sensitive or high-risk actions.
The agent should still confirm identity, dates, payment-sensitive details, or anything where mistakes could harm the Guest or business.
Step-by-step in the app
- Configure memory where channel or agent settings expose it.
- Choose whether SMS, WhatsApp, and voice can use memory.
- Set summary or model options if available.
- Test with a repeated Guest scenario.
- Review History to confirm the timeline and memory behavior make sense.