MESSAGES IN ONE PLACE

See every conversation in one timeline with Unified Contact and Conversation Memory

Unified Contact Memory is a built-in capability of the Sinch Conversation API that ties every message to a single contact and creates consistent cross-channel conversation history. Get the full picture by unifying conversation history across channels, so agents can resolve issues faster, and customers never have to repeat themselves.

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WHY IT MATTERS

A single, unified history transforms customer support performance

Scattered chats slow teams down and frustrate customers. Unified Contact and Conversation Memory links every message to one customer profile, reducing repetition and powering a smooth, omnichannel journey.

End repetition

Give agents all the context they need so no one ever has to “start from scratch” again.

Faster resolutions

Complete conversation memory lets agents solve issues more quickly and improve first-contact resolution.

Omnichannel solution

Unified Contact and Conversation Memory delivers a customer-centric view out of the box, not siloed by channel.

ELIMINATE CUSTOMER FRUSTRATION

Stop making customers repeat themselves

81% of customers get frustrated when they have to restate an issue. Conversation history can follow them from SMS to chat and beyond.

  • One persistent contact for every identity

  • Chronological history that updates automatically

  • Build trust by showing customers they’re heard

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BOOST AGENT EFFICIENCY

Give agents the context they need, instantly

Disconnected data costs time. With every past message one click away, agents can resolve queries faster and personalize every reply.

  • Lower average handling time (AHT)

  • Higher first-contact resolution and CSAT

  • No extra development, just create a contact with contact_id

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360 VIEW

Follow the entire customer journey, channel to channel

Omnichannel becomes reality when Product and CX teams can finally see how touchpoints connect, revealing where to improve and grow.

  • Analyze cross-channel journeys end-to-end

  • Spot churn risks and take proactive action

  • Give customers the smooth experience they expect

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CORE CAPABILITIES

What’s inside the Conversation API

Persistent contact profiles

Link multiple channel identities to a single contact and keep that profile for as long as you choose, with customizable retention settings.

Automatic history unification

Messages from any linked identity flow into one chronological timeline without extra code.

Full conversation retrieval

Pull a customer’s entire cross-channel history with one simple API call.

Contact management endpoints

Create, read, update, or delete contact profiles through robust, RESTful endpoints.

Built-in to Conversation API

Unified Contact and Conversation Memory come included—no additional cost or add-ons required.

Full data control

Keep history as long as you want and delete it anytime to meet GDPR’s “right to be forgotten.”

Complete omnichannel view

Give your team a true customer-centric perspective instead of fragmented channel silos.

Effortless setup

Use existing contact_id logic with no complex integration or custom matching logic needed.

SEE IT IN ACTION

Where Unified Contact and Conversation Memory shines

Smooth customer support

A customer switches from WhatsApp to SMS; the agent sees one thread with full context and replies confidently—no repetition required.

Proactive engagement

Product managers spot recurring questions over time and send helpful guides before customers have to ask again.

Sales & marketing analysis

Map conversations from a Messenger question to live chat to see the exact journey customers take before they buy.

Cross-channel continuity

Channel handoffs stay smooth because every message is stitched into the same timeline, keeping context at all times.

Unified Contact and Conversation Memory FAQs

Unified Contact and Conversation Memory are core features of the Sinch Conversation API that link every customer’s channel identity to one contact_id, letting you see all your conversations in one unified timeline, no matter where the customer reaches out.

Just assign each channel identity (like phone number, email, or social profile) to one Sinch contact_id. The Conversation API automatically recognizes returning customers and keeps their history together.

Conversation memory stays as long as you choose. You can delete data anytime through the API to comply with your policies or regulations.

No extra development is needed. Use the existing Contact and contact_id objects in your Conversation API integration—unified history is ready out of the box.

Unified Contact and Conversation Memory are included in every Conversation API plan. No add-ons or upgrades required.

You have full control over data: persist history as needed, and delete on request to support GDPR and other privacy regulations.

You just need a Sinch account and access to the Conversation API. Unified Contact and Conversation Memory are ready to go—no complex setup required.

Talk to an expert about Unified Contact and Conversation Memory

Learn how you can instantly connect every customer conversation into one unified timeline. You can reduce repetition, help agents work smarter, and get a 360-degree customer view.