AI Agent History
By default, an AI agent answering an issue reads only that issue's messages. When a customer comes back with a new issue on the same conversation, the agent starts from scratch. A history rule lets the agent also read the customer's earlier issues, so it can pick up where the last conversation left off.
Create a history rule
- Open the Planner app and go to its Setup tab
- Expand Automation Rules, then AI Agent History
- Click Add a History Rule
- Fill in the settings below and click Save
| Setting | Description |
|---|---|
| Issue Type | Required. The issue type this rule applies to. Each issue type can have one history rule. |
| Issues In History | How many issues the agent reads, counting the one it's answering. 3 reads that issue and the two before it, and 1 reads it alone. From 1 to 20. Defaults to 3. |
| Maximum Age (hours) | How far back to look, measured from when the current issue was opened. Fractions are allowed, so 0.5 is half an hour. Up to 8760 hours (a year). Defaults to 24. |
The rule applies to issues in the space where you save it.
Which issues the agent reads
When an AI agent answers an issue, it also reads earlier issues that:
- belong to the same conversation, the same issue type and the same space
- were opened no more than Maximum Age before the current issue was opened
The most recent of them are included, up to Issues In History in total. Test issues only see other test issues.
Both settings limit which issues the agent reads, not how much of them. A long history is still shortened to the most recent exchanges. The agent is told which earlier issues it's seeing, and their status, and is instructed to treat them as background and answer only the current issue. Messages sent by follow-ups are left out.
Because the age is measured from when the current issue was opened, an earlier issue that is older than Maximum Age stays out even if it was still being worked on recently.
Example
| Setting | Value |
|---|---|
| Issue Type | Support Request |
| Issues In History | 5 |
| Maximum Age (hours) | 168 |
When a customer opens a new Support Request, the AI agent reads it and up to four of the customer's earlier support requests from the previous 7 days.