Knowledge and Memory

Use agent context and subscriber memory to make replies more useful.

Knowledge is the durable context that teaches an agent what the business does, how to answer, and what boundaries to respect.

Agent context

Agent context should include:

• Business description.
• Products, services, or trips.
• Policies and boundaries.
• Answering style.
• Tool-use rules.
• Escalation and uncertainty language.

Keep it specific. The best context tells the agent what to do in the exact situations customers ask about.

Subscriber memory

Subscriber memory stores context for a specific subscriber and line relationship, such as:

• Preferences.
• Prior decisions.
• Important constraints.
• Known facts the subscriber has provided.

Subscriber memory should never be used to bypass verification for private records. Use MCP for live or private data.

MCP versus knowledge

Use knowledge for stable information:

• Brand voice.
• General policies.
• Product summaries.
• Common workflows.

Use MCP for live or private information:

• Bookings.
• Orders.
• Account status.
• Memberships.
• Payments.
• Support tickets.

If an answer depends on customer-specific private data, the agent should use a subscriber-safe MCP tool before answering.