Cross-Conversation Search

Let AI assistants search for relevant content in recent conversations with the same contact

Cross-conversation search lets an AI assistant search recent conversations with the same contact in the same inbox when responding. It is useful when service history needs to carry over, but users frequently start new conversations.

This feature is disabled by default. Enabling it only expands the AI assistant's search scope. It does not mix content from different contacts or inboxes.

Enable Cross-Conversation Search

1

In the left menu, click “AI Assistant.”

2

Select the AI assistant you want to configure and open “Settings.”

3

Open “Advanced Settings.”

4

Under the conversation memory settings, enable “Cross-Conversation Search.”

5

Under “Lookback Period (Days),” enter a value from 1 to 365 days. The default is 90 days.

Enable cross-conversation search under Advanced Settings and configure the search range for recent conversations

6

Click “Save.”

A longer lookback period expands the searchable history. Configure it according to your service requirements and comply with your organization's data use and privacy policies.

Use Case

MaiAgent's customer service assistant tracks after-sales cases. A customer provided their order status in a conversation last week and starts a new conversation today to ask for an update. The administrator enables cross-conversation search for the customer service assistant and sets the lookback period to 30 days. After the settings are saved, the assistant can use the conversation history tool to find relevant content from the same customer's recent conversations and respond based on those records.

Scope

Cross-conversation search includes:

• The same contact

• The same inbox

• Regular chat conversations that have not been deleted

• Conversations whose latest message falls within the configured lookback period

For conversations within the lookback period, the entire message history is included, not just messages sent during that period. The system selects up to 200 of the most recently active conversations. The current conversation is always included in the search scope, regardless of the configured lookback period.

When this feature is disabled, the assistant searches only the current conversation. Cross-conversation search and “Vector Memory” are independent settings and can be enabled or disabled separately.