Does my AI agent remember a customer across calls, texts, chat and email?

Yes, with omnichannel memory. In the AI agent's settings, in the guardrails and control area next to the knowledge base, turn on the Memory setting called Omnichannel memory. The agent can then see all the conversations it has had with that person across all channels, so it does not start from scratch or ask the same question again (for example asking twice what time an issue happened).

The AI can also switch channels and keep the conversation going. For example, if someone chatting on your web widget asks for a call, the AI calls them and resumes where they left off, because it is the same AI.

You can also give the agent the contact's details and full activity (calls, notes, tasks and booked appointments) with context variables in its instructions.