I kept seeing this with teams before they came to our memory layer for support, a customer chats about a billing issue, follows up over email the next day because nothing happened then calls the day after and the phone agent asks them to explain everything from the beginning bc their memory setup thought it was three different people. Where it goes wrong Most memory setups scope on session or channel id so chat goes in the chat store and email in the email store and calls in the call store and the key is the session not the person so each channel has no idea this customer already reached out even though the data is right there across all three, nothing ties it together. Entity level Same person but three identifiers, chat handle, email address, phone number and even if your CRM maps them to one account the memory layer still has to figure out it’s one person at write time otherwise retrieval on any channel only gets that channel’s context. I use 4 strategies ordered by how confident the match is, exact name match first then aliases then embedding similarity then context around the mention, and anything that’s not a clear match goes to a review queue because getting it wrong means customer A’s billing history shows up in customer B’s call. How scoping fixes it Scope at customer level not session level, I use user then customer then client then world as the hierarchy and support writes at the customer level so every agent on every channel reads from the same memory for that person, scope goes in at write time and if it can’t figure out who the customer is the write just fails instead of dumping it into some catch-all bucket. Phone agent now has the chat and email history before it says anything. What I’d check Make a test customer that contacts on two channels about the same issue and see if the second channel knows anything about the first, most setups work when both channels share a conversation id and break when they don’t. (PS: I work on memory infrastructure at Maximem, not on support agents directly, this pattern keeps showing up with teams building support agents and it’s why we built scoping the way we did.) submitted by /u/Adventurous_Whole973
Originally posted by u/Adventurous_Whole973 on r/ClaudeCode