Your CRM’s AI agent can now review a customer’s past conversations across multiple messaging channels before sending a reply. That means when someone reaches out again, the response can reflect the full relationship history instead of starting cold. For small business owners, this helps create smoother customer communication, fewer repeated questions, and a better experience from first message to follow-up.

📌 Why This Matters

Customers do not always stick to one channel. Someone might text you first, send an email later, and then follow up on social media a few days after that. When your CRM can see those past interactions before replying, it helps keep conversations consistent and relevant. Instead of asking the same questions again or missing important details, your business can respond with better context, save time, and make customers feel remembered.

✨ What’s New

• Full conversation visibility: The AI agent can review a contact’s conversation history across channels like SMS, email, WhatsApp, Instagram, Facebook Messenger, TikTok, and more before responding.
• Message-level context: It can see message content, whether each message was incoming or outgoing, and when each message was sent.
• Conversation summaries: For longer threads, the CRM provides an AI-generated summary so the agent can quickly understand the bigger picture.
• Recent thread access: The agent can review the latest messages in each conversation thread, with the default set to the last 20 messages and support for up to 50.

🛠️ How to Use It

1. Step 1: Open your CRM workflow or automation where the AI agent is set to reply to customer messages.
2. Step 2: Make sure the agent is being used for conversation handling or follow-up tasks where customer history matters.
3. Step 3: When a customer reaches out, the agent will pull in conversation threads across supported channels automatically before replying.
4. Step 4: Review how replies sound in real customer situations, especially when people contact you on different platforms over several days.
5. Step 5: Use this for quote follow-ups, appointment questions, repeat customer inquiries, and any situation where remembering prior conversations helps move things forward.

💡 Pro Tip

If customers often ask about quotes, bookings, or past conversations on different channels, use this feature to reply with context so more inquiries turn into confirmed sales without extra back-and-forth.