Chatway Customer Context

Build a concise, evidence-based customer history from the Chatway records the connection can access.

Workflow

1. Find the contact with search-contacts when a name or email is supplied, or use get-conversation to identify the conversation's contact.id. Clarify ambiguous matches; do not merge people merely because they share a name.
2. If permitted, call get-visitor for profile details and search-conversations for matching historical threads. Search terms and results may not locate every conversation by contact ID; disclose limitations and do not imply a complete history without evidence.
3. Read relevant prior threads with get-conversation and list-conversation-messages. Sort substantive events by their actual timestamps. Include internal notes only if useful, authorized, and appropriate.
4. Summarize the current request, prior contacts, what the customer has already tried, past commitments and outcomes, unresolved issues, and unanswered questions. Separate facts from reasonable inferences.
5. Propose a contextual response or private handoff brief. Never expose another customer's information or copy unnecessary personal data into public replies.
6. If requested, propose add-note or a reply. Present the content and obtain approval before any write operation.

Suggested output

Customer context: display name or identifier only as needed

Current issue: one paragraph