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Technology & Software
Omnichannel AI Conversation Agent Development
One customer, one conversation
An agent layer that keeps one conversation history per customer across WhatsApp, social messaging, web chat, email and phone.
An agent layer that keeps one conversation history per customer across WhatsApp, social messaging, web chat, email and phone. Whoever answers next, agent or person, sees what was asked, what was done and what is still open.
Customers do not think in channels. They message on Monday, call on Tuesday and email on Thursday about the same problem, and each time they start from the beginning because each channel has its own inbox and its own memory. Joining the channels sounds simple. The hard part is knowing, with enough certainty, that the phone number, the email address and the social account belong to the same person.
This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would sit on top of the channel agents that run in our demonstrations, which already share one conversation core and one action log. Identity linking across channels and a merged history are not built.
Six jobs it carries through
Identity linking
Decides when two channel identities are one person.
- Links on verified matches only
- Uses the proofs you choose
- Keeps unproven matches as suggestions
- Lets a person confirm or split a link
Unified history
Builds one timeline per customer.
- Messages, calls and emails in order
- The actions taken and their results
- What is still open
- Which channel each item came from
Context for the next reply
Gives the next responder what they need.
- A short summary of the open issue
- What was already tried
- What was promised and by whom
- The customer's stated preference
One issue, one case
Keeps a single case across channels.
- Recognises a follow-up on another channel
- Adds it to the open case
- Avoids a second ticket
- Closes it once, everywhere
Channel choice
Continues where the customer prefers.
- Replies on the channel they used last
- Respects each channel's rules
- Moves channel only with consent
- Notes the preference for next time
Privacy boundaries
Limits what crosses between channels.
- Shares history only after linking
- Hides sensitive items on shared channels
- Applies your retention rules
- Records who viewed a history
Where the Time Goes Now
Explaining it all again
The caller repeats what they already wrote in a message the day before.
One customer, five identities
A phone number, two email addresses and a social account, with nothing joining them.
Merging the wrong people
Two customers with the same name are treated as one, and each sees the other's order.
Conflicting promises
Chat offered one thing and the phone team another, and neither knew.
No single open issue
The same complaint exists as three tickets in three tools.
Privacy by accident
History from one channel is quoted in another that someone else can read.
From the First Signal to the Record
An example of one case, in 6 steps. The same steps play in the picture at the top of this page.
First contact
A customer messages on WhatsApp about a faulty device and is asked for the order number.
Second channel
Two days later the same customer phones. The number matches the verified WhatsApp identity.
History shown
The voice agent already knows the order, the fault and what was suggested on Monday.
Case continued
The call is added to the open case. No second ticket is created.
Third channel
An email from an unknown address mentions the order. It is suggested as a match, not merged.
Person confirms
A team member confirms the email belongs to the customer, and the three threads become one history.
Walk One Real Case Through It
Thirty minutes, one case from your own process. We map it against the workflow on this page and tell you plainly what can be reused from our demonstrations and what has to be built for your systems.
The Systems Around It
The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.
Channels
- Messenger
- web chat
- telephony
Customer records
- CRM or customer data platform
Cases
- Your help desk or ticketing system
Identity proofs
- Order references
- verified email or phone
- your login
Agent workspace
- The inbox or desk tool your team answers from
Policy
- Retention, consent and visibility rules
A Link Between Two Identities Has to Be Earned
Joining histories is powerful and easy to get wrong. A match is made only on proof you defined: a verified number, an order reference confirmed on both sides, a signed-in session. Anything weaker stays a suggestion for a person to confirm, and a wrong link can be split again.
Linking does not widen access. What a channel may show stays governed by that channel's rules and your privacy settings.
- Links only on verified matches
- Suggestions for a person to confirm
- Links can be split again
- One case per issue
- Channel rules still apply
- A record of who saw what
Straight Answers
How is this different from running the WhatsApp, Messenger and email agents side by side?
Side by side, each agent remembers only its own channel. This layer adds the part between them: deciding that two identities are one person, merging their history and keeping a single open case. Without it you have several good agents and a customer who still repeats themselves.
How do you avoid merging two different customers?
By refusing to guess. A link needs a proof you defined, and name or city matches are never enough. Uncertain matches are shown to a person as suggestions. Every link records why it was made and can be undone.
Do we need all the channels to start?
No. The usual start is two channels that already overlap, often messaging and phone. The value shows as soon as one customer uses both. Further channels are added to the same history one at a time.
What exists today?
Not as software yet. This page describes a proposed workflow. It would sit on top of the channel agents that run in our demonstrations, which already share one conversation core and one action log. Identity linking across channels and a merged history are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.
Start With Two Channels That Already Overlap
Bring last month's contacts from both. We will show how many customers used each, and what they had to repeat.