Conversation Memory
Conversation Memory keeps track of a returning customer across chat sessions. When a chat closes, Fiko stores a short summary of it, and your agents can read the summaries from the chat details panel. Some AI replies also use the customer's recent summaries, and can search the customer's own earlier messages, when they write a reply. The AI replies written by Teach answers and Guide customers do not use them yet.
Summaries of closed chats
When a chat closes, Fiko writes a short summary of it: the topic, how it ended and a one-sentence note for the next agent.
Used by some AI replies
Replies from the earlier AI reply flow, and from the AI Auto-Reply step in Workflows, are given the customer's recent summaries. Replies written by Teach answers and Guide customers do not use them yet.
Search of past messages
In those same replies, when a question seems to relate to something the customer said before, the AI can search that customer's own earlier messages.
Visible to your team
Agents see the same summaries in a Conversation History section in the chat details panel.
What Gets Saved
When a summary is created
- A chat is closed by an agent or admin
- A chat is closed by the system, for example when it times out automatically
- A chat is marked as spam, whether by the system or by an agent
- A chat is never formally closed but the customer has not written for a while (by default about 48 hours). A job that runs once a day picks these up, looking back by default up to 14 days
A chat is only summarised when the customer wrote at least 3 messages in it. If a chat is reopened and closed again, only the messages since the previous summary are summarised.
What a summary contains
Topic
One of:
- Billing
- Shipping
- Technical Issue
- Account Access
- Refund Request
- Complaint
- Pre-Sales
- Other
Outcome
How the conversation stood at its end:
Each summary also records the date the chat closed, the channel it happened on, and a note of one sentence written for the next agent. For an unresolved chat the note names what is still pending. If a long chat had an earlier part, separated by a gap of more than four hours, that was never clearly resolved, the note adds a sentence about it.
Fiko keeps the 5 most recent summaries for each customer. When a sixth is added, the oldest is dropped.
Card numbers, CVV codes, email addresses, phone numbers and long digit strings (9 to 12 digits) are masked in the chat text before it is sent for summarising, and again in the note that is stored. The summarising instructions also tell the AI to refer to sensitive details in general terms, such as "their shipping address", instead of quoting them.
How the AI Uses It
This applies to replies from the earlier AI reply flow and to the AI Auto-Reply step in Workflows. Replies written by the policy-based flow that powers Teach answers and Guide customers do not use the summaries or the search of past messages yet. For those replies, only your agents see the summaries.
Recent summaries
Before the AI writes a reply, it is given the customer's summaries from the last 30 days, most recent first, with the date, channel, topic, outcome and note. It also receives two counts for those 30 days: escalations and distinct conversations.
It is told to mention this history only if it is relevant to what the customer just said, to treat a Resolved entry as needing no re-confirmation, and not to state that a past issue is still unresolved without confirming it with the customer in the current chat.
Search of past messages
If a question seems to refer to something the customer discussed before, and the detail is not in the recent conversation, the AI can search that customer's own earlier messages instead of escalating. It never searches other customers' messages.
The search returns up to 5 snippets of what the customer wrote, each with the agent reply that followed within four hours when there is one. More recent messages rank higher. The AI is told these are hints, and to check important details such as status, amounts or account information against live tools or the customer's latest messages.
The AI can also answer from details the customer gave earlier in the same chat, using the recent messages of that conversation.
What Your Team Sees
- Open a chat and look in the chat details panel for the Conversation History section
- Click View history (N), where N is the number of stored summaries
- The Conversation History window lists the summaries newest first. Each shows the date and channel, the topic, an outcome badge (Resolved, Unresolved or Escalated) and the note
A small amber dot appears on the View history button when the customer has an Unresolved or Escalated summary from the last 30 days. The window is read-only.
The history belongs to the customer's identity on the channel they wrote from. When Fiko has not linked the customer's other channels, the window is titled "Conversation History (this channel)" and says so.
What the Customer Experiences
Customers see nothing new. They do not get a form, a notice or a setting. The only difference is in the AI replies that use Conversation Memory: when an earlier conversation is relevant, the reply can take it into account, so the customer does not have to explain it again.
Troubleshooting
A customer has no Conversation History section?
- The section only appears once the customer has at least one stored summary
- A chat is only summarised when the customer wrote at least 3 messages in it
- The chat must have been closed, or have been quiet for the idle period described above
- A daily limit applies to how many summaries are created for each company. Summaries are skipped once it is reached
- There is no company setting for Conversation Memory. Fiko controls at the platform level whether summaries are being created
The AI did not mention an earlier conversation?
- The AI is told to mention the history only when it is relevant to what the customer just said
- Only summaries from the last 30 days are given to the AI
- Replies written by the policy-based flow that powers Teach answers and Guide customers never include the summaries or the history search. Only the earlier AI reply flow and the AI Auto-Reply step in Workflows use them
A summary is wrong or out of date?
- Summaries are written by AI and the Conversation History window is read-only. There is no edit or delete control in the dashboard
- The AI is told that summaries may be outdated and to confirm with the customer rather than treat an old issue as still open
Conversation Memory works with the AI Auto-Reply. Customer lookups from Data Connections and these summaries are separate sources of context for the same reply.