Who This Is For / When to Use
Use this feature when you want your AI Agent to:
Respond with full context from past interactions
Avoid repeating questions already answered
Continue conversations across multiple channels seamlessly
Deliver more human-like, informed replies
What’s New
The AI Agent action in Workflows now has access to a contact’s complete conversation history.
This includes conversations across:
SMS
Email
WhatsApp
Instagram
Facebook Messenger
TikTok
Web chat and other connected channels
The AI Agent reads prior interactions before generating a response, ensuring continuity and accuracy.
What Data the AI Agent Can Access
For each conversation, the AI Agent can retrieve:
Channel where the conversation occurred
Message content (last 20 messages per thread by default, up to 50)
Message direction (inbound vs outbound)
Timestamps for each message
AI-generated summary of the full conversation
This allows the agent to quickly understand long or multi-channel histories.
How It Works
The AI Agent automatically accesses conversation history when needed to complete its task.
A workflow triggers the AI Agent action
The agent retrieves past conversations for the contact
The system compiles:
Recent messages
Conversation threads across channels
A summarized context (for long histories)
The AI Agent generates a response using this full context
Where This Appears in Workflows
The conversation history is accessed during AI Agent execution inside a workflow.
The AI Agent sits after triggers like:
Form submitted
Appointment status
It can then trigger downstream actions such as:
Send email
Send SMS
Create opportunity
Update contact
Execution Logs and Visibility
You can verify conversation history usage in workflow execution logs.
Look for:
“Get Past Conversations” step
Successful execution status
Timing and token usage
Final AI response output
Why This Matters
Previously:
AI Agents only saw messages from the current interaction
Context from other channels or earlier conversations was not available
Now:
AI Agents behave like a human team member reviewing history before replying
Conversations remain consistent across channels and time
Example:
A contact asks about a quote via email
Follows up later on Instagram
The AI Agent responds with awareness of both interactions
This improves:
Response accuracy
Customer experience
Conversion rates
Common Issues and Fixes
AI Agent is not referencing past conversations
Ensure the AI Agent action is included in the workflow
Confirm the workflow is triggered by a contact with existing conversation history
Limited message history retrieved
Default is last 20 messages per thread
System may extend up to 50 depending on context needs
No conversation data found
The contact may not have prior conversations logged
Verify channels are connected and syncing properly
FAQ
Does the AI Agent read conversations from all channels automatically?
Yes. The AI Agent pulls conversation history across all connected channels, including SMS, email, social messaging platforms, and chat.
How many past messages does the AI Agent use?
By default, the agent retrieves the last 20 messages per conversation thread, with the ability to expand up to 50 messages when needed.
Does the AI Agent summarize long conversations?
Yes. An AI-generated summary is included to help the agent quickly understand long or complex conversation histories.
Do I need to manually enable this feature?
No. This functionality is automatically available within the AI Agent action when used in workflows.
Can the AI Agent respond differently based on past interactions?
Yes. The agent uses conversation history to tailor responses, reference previous discussions, and maintain continuity.