> ## Documentation Index
> Fetch the complete documentation index at: https://sippet.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Use shared memory to improve follow-up

> Keep contact context consistent across voice, email, and messaging so your team and agents can follow through.

## Goal

Use Sippet's conversation model so a customer can move between channels without losing support context.

## Before you start

* Your contacts should be created and deduplicated consistently.
* At least one channel should already be active for the contact.

## Step 1: work from the contact, not the channel

When you review a support case:

* start from the contact and conversation history
* look at the current owner, active channel, and last activity
* identify whether the case is live, waiting, escalated, or resolved

## Step 2: decide the next best channel

Use the existing context to decide what happens next:

* continue by call if urgency is high
* send email if detail or attachments matter
* use SMS or WhatsApp for short follow-up and re-engagement

## Step 3: keep ownership clear

Decide whether:

* an AI agent should continue the follow-up
* a human operator should take over
* the case should move into a playbook for structured follow-up

## Example workflow

* a customer starts on a phone call
* the AI agent captures the issue and outcome
* the team follows up with a message or email
* if the customer responds later in another channel, Sippet keeps the relationship connected

## What good looks like

* the customer does not have to repeat the issue
* operators can see recent context quickly
* AI agents can continue support without inventing a new thread

## Troubleshooting

* If context feels fragmented, check contact matching and channel ownership.
* If follow-up is inconsistent, make sure the next-step process is documented in your team workflow.

## Related pages

* [Conversations & memory overview](/console/conversations-memory)
* [Build a follow-up playbook](/console/playbooks-guide)
* [Discord + GitHub workflow](/console/discord-github-workflow)