17 Oct 2025: Agents & Memory

Ricardo Updated by Ricardo

Introducing Agents and Conversation Memory: The Future of AI-Powered WhatsApp Conversations

Today, we're excited to announce two groundbreaking features that will transform how you can create intelligent, conversational experiences on WhatsApp: Agents and Conversation Memory. These mark a significant leap forward in conversational AI automation.

Agents: Build ChatGPT-Like Conversations That Actually Work

Until now, creating truly natural, AI-led conversations in Journeys required using multiple blocks. Although possible, it wasn't easy to build the kind of fluid, back-and-forth interactions that customers expect from modern AI assistants, often resulting in rigid, scripted experiences that felt more like forms than conversations.

Our new Agent block changes everything. With a single block, you can now create sophisticated AI-powered conversations that feel as natural as chatting with ChatGPT, but with the business logic and integrations your customers need.

What makes Agents special:

  • Natural conversation flow: Create truly organic, AI-led dialogues without predefined paths
  • Intent detection: Automatically recognise what customers want (book appointments, check order status, get support)
  • Multi-agent workflows: Deploy specialised agents that work together, each handling different aspects of customer needs; allowing you to manage your token spend and minimise costs

Whether you're building a customer service bot that can escalate complex issues or a booking assistant that understands natural language requests, the Agents block makes it possible with unprecedented ease.

Conversation Memory: AI That Actually Remembers

One of the biggest frustrations with AI chatbots has been their tendency to "forget" previous interactions. When customers switched between different journeys or conversations expired, they'd have to repeat themselves, creating friction in the conversational experience. This was especially problematic when non-OpenAI models, which had no memory capabilities at all.

Conversation Memory ensures your AI never forgets a customer interaction. When enabled, Turn.io automatically maintains and passes conversation history to your AI models, creating truly personalised and contextual experiences.

Bringing it all together

These features work beautifully together. A user might start a conversation with your receptionist, get interrupted, switch to chat with different agent, then return to complete their conversation—all while maintaining context and continuity throughout the entire experience.

Both Agents and Conversation Memory are available to all Turn.io customers starting today. You'll find the new Agents block in your Journeys builder, and Conversation Memory can be enabled in the Agent's settings.

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10 Oct 2025: GPT-5

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