Memory | Synthflow

Memory Groups let an agent remember a contact across conversations. Synthflow summarizes each past interaction (the questions the contact asked, the solutions they received, their preferences) and injects that summary into every new voice or chat conversation with the same contact.

Use memory when callers should not have to repeat themselves: support that recalls earlier troubleshooting, sales follow-ups that remember objections and pricing discussed, or account management that surfaces renewal dates and custom requirements.

Create a Memory Group

Click Memory on the left-hand sidebar.

Click New Memory Group, enter a name and a description, and click Save.

Open the new group and add the contacts you want it to include.

Prefix group names by team, such as “Support” or “Sales”, to keep the list organized.

You can also manage groups programmatically with the Memory stores API.

Attach memory to an agent

Click Agents on the left-hand sidebar and select the agent.

Open the agent’s Settings.

Under Memory Group, click Select Memory Group and choose the group.

Click Save.

The agent now fetches past summaries for the contact in real time at the start of each conversation.

Tell the agent how to use memory

Add instructions to the prompt so the agent knows what to do with what it remembers. For Flow Designer agents, put them at the end of Global Settings:

You have information about this customer from your prior conversations. Use it in the call.

Memory can also change the path of a call. For example, you can let the agent skip steps it already covered:

If you've spoken to this customer before, double-check that what you know is still relevant. If it is, skip to step X in the script.

Cross-channel memory sharing a contact's favorite color from a voice call transcript into a later SMS conversation

Memory Groups work for voice agents and for chat agents deployed through SMS or WhatsApp. When a contact uses the same phone number on every channel, agents that share a Memory Group share what they learned: a detail from a WhatsApp chat is available on a later voice call, and a voice call summary is available in a later SMS conversation.

In the example above, a voice agent asked the contact for their favorite color and saved the answer, “yellow”. Later, the same contact texted the Color Aware Agent over SMS from the same number. Because both agents use the same Memory Group, the chat agent opened with “Last time you said your favorite color was yellow. Is that still right?”

Troubleshooting

Issue	Solution
The agent doesn’t remember past conversations	Check that the Memory Group is selected in the agent’s Settings and that the group contains the contact.
Memory isn’t shared between voice, SMS, or WhatsApp	Make sure every conversation uses the same customer phone number. Cross-channel memory is matched by phone number.
A contact has no interactions listed	Interactions are only stored for conversations that happened while the agent was attached to the Memory Group. Check the group’s retention window settings.

FAQ

Which agents can use memory?

Voice agents and chat agents deployed through SMS or WhatsApp.

How does Synthflow know it's the same contact?

Contacts are matched by phone number, so a conversation is linked to the contact’s memory only when it comes from the same number.