AI Agent Action Can Now Access Full Conversation History
The AI Agent Action in Workflows now provides comprehensive visibility into an individual contact’s entire conversation history across all channels. Before responding, the agent can review every past conversation a contact has had, ensuring it is contextually aware of all messages exchanged.
Channels Covered: SMS, Email, WhatsApp, Instagram, Facebook Messenger, TikTok, and more.
What the Agent Sees for Each Conversation:
- Channel where the conversation took place
- Message bodies (the last 20 by default, up to 50)
- Message direction (inbound vs. outbound)
- Timestamps for every message
- AI-generated summary of the full conversation for quick context
The agent automatically uses this tool when mentioned in the system prompt or when necessary to achieve the goal.
It retrieves the contact’s conversation threads and recent messages across all channels, also generating a high-level overview if the conversations are lengthy. Consequently, the agent responds with a full awareness of all prior interactions.
Previously, the agent’s context began only when it took over a conversation. If a contact had been chatting on WhatsApp for a week, emailed twice, and sent DMs on Instagram, none of that history was visible.
Now, the agent approaches the situation as a teammate would — by reading the full thread before engaging. For instance, a contact who emails about a quote on Monday and follows up via Instagram on Wednesday will receive a response from the agent on Friday, which references the quote and picks up exactly where the conversation left off.