Three kinds of context
| Context | What it is for |
|---|---|
| Conversation and session | The request, decisions, and work associated with an ongoing interaction. |
| Business knowledge | Shared information such as your catalog, policies, and methods. |
| Customer records | Information saved for a particular person or business process, with the relevant access rules. |
Continue the same customer task
A visitor can refine a result using details already established in the session. For a returning customer experience, ask the Builder to preserve the appropriate work and explain how the customer will reach it again.
Do not assume that an anonymous visit on another device, a phone call, and a messaging account automatically identify the same person. Continuity across channels needs an explicit identity and access design.
A returning traveler
A traveler returns to the appropriate planning session and asks to replace a day in Rome. The agent should use the agreed dates, budget, and preferences. If the session or identity is unavailable, it should ask for the missing context rather than claim to remember it.
Decide who can see saved information
Public reference information and private customer records should have different access rules. Ask for the minimum information needed for the task and define who may read or change it.
Test with two separate customers before sharing the agent. One customer’s saved work should not appear in another customer’s session. A statement in the agent’s instructions is not a substitute for configuring access controls.