Meta Tech ProviderCross-Channel Memory
One memory of each customer across phone, WhatsApp, Telegram and web
Stop asking customers to repeat themselves. Your AI agent carries a short memory of each customer from channel to channel — and, by default, says you have spoken before without revealing what was said until the person verifies who they are.
In short
What is cross-channel memory?
It means one AI agent remembers each customer across website chat, WhatsApp, Telegram and phone calls. When a customer moves from one channel to another, a short summary of their earlier conversations goes with them, so they do not have to start again.
How does the agent know it is the same customer?
By phone number. A caller's number is matched to their WhatsApp and website conversations, and the records are linked, not merged, because caller ID can be spoofed.
Omnichannel Experience
How memory travels across channels
One agent, four channels, one memory of each customer — with a deliberate limit on what it reveals.
Customer
Hi, can I move Saturday's delivery to Monday?01 · WhatsApp
Customer messages on WhatsApp
The WhatsApp agent answers from your knowledge base and your connected order tool. The conversation is kept on this customer's record, under their phone number.
Agent
Hi Sarah — we've spoken on WhatsApp before. Before we go on, can I confirm who I'm speaking with?02 · Phone Call (Voice AI)
The same number calls your line
The caller's number matches the WhatsApp conversation. By default the agent says there is history but withholds what was said until the caller verifies — because caller ID can be faked.
Agent
Welcome back. We spoke earlier today — is this about the same thing?03 · Website Chat Widget
A returning visitor on your website
Website chat links to the same record by phone number. How much the agent may reveal is your choice: only that you have spoken, the content itself, or nothing until verified.
Advantages
Memory with a privacy limit
Competitors that promise total recall on any channel are describing a privacy hole: a stranger with a customer's number should not hear that customer's history.
Customer messages on WhatsApp
WhatsApp · 10:15 AM
The same number calls your line
Phone Call (Voice AI) · 2:40 PM
A returning visitor on your website
Website Chat Widget · 6:05 PM
No Repetition for Customers
A short digest of the customer's conversations on other channels reaches the agent on every channel, live phone calls included, so the next answer starts from what came before.
Linked by Phone Number, Not Merged
Records on each channel are linked by phone number rather than merged into one profile. Anyone can ring in claiming to be a customer, so a link is as far as a caller ID should go.
You Choose What the Agent Reveals
By default the agent may say "we've spoken on WhatsApp before" but keeps the content back until the person verifies. Choose trusted to let it use the content, or verified to say nothing until then.
Remember, Recap or Start Fresh on Calls
For each voice agent, remember quietly (the default), open the call with a short recap of what it was about, or give the call nothing from before.
FAQ
Cross-Channel Memory FAQs
How does cross-channel memory work between voice and WhatsApp?
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When someone calls, the agent looks up their phone number. If the same number has a WhatsApp or website conversation, a short digest of it is added to what the agent knows for this call, under the disclosure rule you chose. The call itself is then remembered the same way for the next channel.
Will the agent read out a customer's history to anyone who calls from their number?
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Not by default. It will acknowledge that you have spoken before and keep the content back until the person verifies. Only if you choose the trusted setting will it use the content straight away.
Can the agent contact a customer on another channel by itself?
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No. It remembers a customer across channels, but it does not start a conversation on a new channel on its own. To reach customers first, use WhatsApp campaigns or voice campaigns.
Where is customer memory stored?
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Each workspace keeps its data in the region it is set up in. We support region deployments for enterprise customers.
Related: shared inbox, voice campaigns, AI receptionist and pricing.
Stop asking customers to repeat themselves
Phone, WhatsApp, Telegram and your website share one memory of each customer, with limits you set.