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↻ CRM & retention

Customer conversation memory

고객 대화 기억

Carry useful context from earlier conversations into a later interaction.

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html
<div class="memory"><div class="session"><small>CHAT · MONDAY</small><b>NEED SIZE M</b><span>EXTRACT → SAVE</span></div><div class="bridge">→</div><div class="session recalled"><small>VOICE · THURSDAY</small><b id="recall">CHECKING MEMORY</b><span id="hint">CONTEXT READY</span></div></div>
css
.memory{width:min(94%,660px);display:flex;align-items:center;gap:clamp(6px,2vmin,17px);font:800 clamp(10px,3.2vmin,15px)/1.2 var(--font-sans)}.session{flex:1;min-width:0;min-height:clamp(115px,30vmin,200px);display:flex;flex-direction:column;justify-content:space-between;background:var(--surface);border:2px solid var(--fg);padding:clamp(7px,2vmin,17px)}.session small{font:inherit;color:var(--muted)}.session b{font-size:clamp(12px,4.5vmin,22px)}.session span{color:var(--accent)}.recalled{border-color:var(--accent)}.bridge{color:var(--accent);font-size:clamp(19px,6vmin,38px)}
js
const states=[['SIZE M','PREFERENCE FOUND'],['EXCHANGE OPEN','ISSUE FOUND']];let n=0;function show(){document.querySelector('#recall').textContent=states[n][0];document.querySelector('#hint').textContent=states[n][1];n=(n+1)%states.length}show();setInterval(show,2300);
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Conversational customer agent대화형 고객 에이전트

Use a live question to choose a lookup, answer, or service action.

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Unified customer profile통합 고객 프로필

Connect web, app, and store behavior into one customer context.

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Drip campaign드립 캠페인

Send a timed sequence and stop it when the customer acts.

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Frequency capping발송 빈도 제한

Block the next campaign message after a customer reaches a send limit.

Customer conversation memory extracts preferences, unresolved issues, and outcomes from calls or messages so a later interaction can use them. Twilio introduced its conversation memory capability in May 2026 for context across channels.

The demo saves a sizing preference from one inquiry and recalls it on a later channel. Unlike a general unified profile that joins data sources and identities, this focuses on carrying meaning from conversation to conversation.

Extracted details can be wrong or stale. Keep the source and time, and make correction or deletion possible.

When to use

Use it when a customer changes channels and should not need to repeat their story.

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