About Memory Groups

Memory Groups contain summaries of an agent’s past interactions with a contact and inject that summary into each new conversation.

Your agent will remember the questions the customer asked, the solutions they were provided, their preferences, and other useful information.

If you need seamless handoffs, consistent support, or personalized follow-ups, set up Memory Groups.

Create a Memory Group

Tip: To keep your memory group list organized, use prefixes when naming groups (e.g. “Support –” or “Sales –”).

Click Agents on the left-hand sidebar. Select the agent you want to create a memory store for.

Click Deployment on the navigation sidebar.

Under Memory Group, click Select Memory Group.

To use an existing memory group, click its name. To create a new group, click New Memory Group, enter a name and a description and click Save.

Click Save.

Your agent is now linked to that Memory Group and will fetch past summaries and contacts in real time.

If you’re using the Flow Designer to configure your agent’s prompt, you can reference your Memory Group. For example, you can include this at the end of the prompt in the agent’s Global Settings: ‘You have information about this customer from your prior conversations. Use it in the call.’

You can also use data from Memory Groups for advanced flows. For example, you can ask the agent to skip certain parts of the script if there’s relevant information in a Memory Group: ‘If you’ve ever spoken to this customer before, double-check that what you know is still relevant. If it is, skip to the step X in the script.‘

View Memory Group data

From the left-hand sidebar, go to Contacts > Memory Groups and select the Memory Group you want to view.

You can find auto-generated summaries of each session in the Interactions (History tab). It will include the timestamp and the summary snippet for each session.

Troubleshooting

Issue	Solution
Agent keeps forgetting past data	Make sure the agent’s memory group is saved in the Deployment tab. Verify the group contains at least one contact or past session.
There are no interactions listed	Make sure the agent had Memory Summaries v1 enabled during prior sessions. Check the retention window settings.

Use Cases

Customer Support: Recall prior troubleshooting steps so customers don’t repeat themselves.
Sales Follow-Up: Keep track of promises, objections, and pricing discussed in earlier calls.
Account Management: Surface contract terms, renewal dates, and custom requirements.