Why a Support Agent's Memory Should Store Its Own Replies Too
pavan-9182 · reddit · 2026-09-29
While building a memory system for a support agent, the author found that storing only customer messages meant the agent remembered the problem but not its own actions — e.g., it cheerfully suggested three fixes the customer had already tried. The fix: every memory write now includes the assistant's reply, not just the customer's message. A one-line change, but the most debatable design decision in the system; the post covers the reasoning and the trade-offs.
Related event: Lessons from Building Customer Support Agent Memory: Store Your Own Replies(2 posts)→
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