Using Memory Groups

Memory Groups contain summaries of all past interactions between the agent and the member. This allows the agent to remember:

• What the member asked in previous calls

• Steps or solutions that were provided

• The member’s preferences

• Important details about their account or needs

• Any relevant information from past sessions

This prevents the member from having to repeat themselves and helps the agent continue naturally where the conversation left off.

Setting Up a Memory Group

1. Click Agents in the left sidebar and select the desired agent.

2. Go to the Deployment tab.

3. Under Memory Group, click Select Memory Group.

4. Choose an existing group or click New Memory Group to create one.

   • Enter a name and description

   • Click Save

5. Click Save again in the Deployment screen to finalize the link.

Tip: Use naming prefixes like “Support – ” or “Sales – ” to stay organized.
Once linked, the agent will automatically retrieve the member’s past summaries during each new call.

Using Memory Groups in Agent Prompts

When configuring the agent’s prompt in Flow Designer, Memory Groups can be referenced to ensure the agent uses past information. Examples:

• “You have information about this member from previous conversations. Use it during this call.”

• “If you’ve ever spoken to this member before, verify that the information is accurate. If it is, skip ahead to step X.”

This helps the agent make smarter decisions and avoid repeating steps that were already addressed.

Viewing Memory Group Data

To view what the agent remembers:

1. Go to Contacts → Memory Groups.

2. Select the specific Memory Group.

3. Under the History (Interactions) tab, you will find:

   • Timestamps of each call

   • Summaries of what happened in each session