Added: Conversation History Context for AI Agents

AI Agents now support optional access to prior conversation history, allowing them to continue conversations with more context.

How It Works

We added a new {{conversation_history}} variable that can be used in the AI Agent Editor. When this variable is included in an AI Agent’s instructions, the agent can reference past exchanges between the contact and the channel, such as SMS, chat or calls, before or during a live call or chat session.

This variable is available only in the AI Agent Editor and must be added manually. The feature is not enabled by default.

Why It Matters

This update allows AI Agents to respond with better continuity and awareness. Conversations can continue naturally when a contact switches from text to voice. Contacts no longer need to repeat information that was already shared earlier. AI responses feel more relevant because they are based on previous interactions, not just the current message or call.

This is especially useful for use cases like customer support, scheduling, lead qualification, and follow-ups where prior context improves accuracy and efficiency.

Important Notes and Behavior Changes

• Action required: Conversation history is not automatically included. If your use case depends on prior messages, you must add {{conversation_history}} to the AI Agent’s instructions.
• Changed behavior: AI Agents no longer receive conversation history by default. Previously, chat sessions included history automatically. This behavior was changed, and the variable is now required for all use cases where history is needed.
• UI updates: We added warning messages in the AI Agent Editor to indicate when conversation history is not included.