Memory | Synthflow

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

Enable Memory

You always create a Memory Group first by adding contacts to it, then attach it to an agent.

Create a Memory Group

Click Memory on the left-hand sidebar.

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

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

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

Add Memory to an agent

Click Agents on the left-hand sidebar and select the agent you want to use the Memory Group.

Open the agent’s Settings.

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

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.‘

Cross-channel memory

Memory Groups are supported for voice agents and for chat agents deployed through SMS or WhatsApp.

When a customer uses the same phone number across channels, Synthflow can share Memory Group context between voice, SMS, and WhatsApp conversations. For example, a detail learned during a WhatsApp chat can be available during a later voice call, and a summary from a voice call can be available during a later SMS conversation.

Troubleshooting

Issue	Solution
Agent keeps forgetting past data	Make sure the agent’s memory group is added in the agent’s Settings. Verify the group contains at least one contact or past session.
Memory is not shared between voice, SMS, or WhatsApp	Make sure the conversations use the same customer phone number. Cross-channel memory is matched by phone number.
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.