Session Continuation

Allow agent to continue past conversations with users

Millis AI’s Session Continuation feature enables agents to leverage previous interaction data, allowing users to continue conversations seamlessly from prior sessions. By passing a session_id, agents can access past context, enhancing engagement and providing a personalized experience for users.

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Important Note on Data Opt-Out

Warning: Session Continuation is only available if Data Opt-Out is disabled. When Data Opt-Out is enabled, Millis does not retain call history, so agent can’t retrieve data from previous sessions. Ensure that Data Opt-Out is disabled if you require session continuation for your users.

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How to Pass session_id for Session Continuation

1. Web SDK Integration

To enable session continuation using the Millis Web SDK, use the msClient.start method:

msClient.start({
  agent: {
    agent_id: agentId
  },
  session_continuation: {
    session_id: "<previous session id>"
  }
});

Make sure you upgrade your web sdk to v1.0.15 to have this option.

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2. Native Integration via WebSocket

To continue a session via WebSocket, include the session_id in the initiate event:

{
  "method": "initiate",
  "data": {
    "agent": {
      "agent_id": "your_agent_id",
      // or for dynamic configuration
      "agent_config": "<config>"
    },
    "public_key": "your_public_key",
    "metadata": {
      "key": "value"
    },
    "include_metadata_in_prompt": true,
    "session_continuation": {
      "session_id": "<previous session id>"
    }
  }
}

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3. Outbound Call API Integration

For outbound calls, the session_id is included in the request body when calling the start_outbound_call API.

Example Request

{
  "from_phone": "your_agent_phone_number",
  "to_phone": "receiver_phone_number",
  "metadata": {
    "key": "value"
  },
  "include_metadata_in_prompt": true,
  "session_continuation": {
    "session_id": "<previous session id>"
  }
}

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Example Scenarios

1. Follow-Up Customer Support Calls: A returning customer can pick up from a previous conversation by including the session_id, reducing the need to re-explain their issue.
2. Ongoing Campaigns: In multi-stage campaigns, session_id helps track each caller’s journey, creating a more cohesive experience.
3. Consultations: Advisors can use session continuation to reference past discussions, fostering a more personalized relationship.

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Future Enhancements

• User Identification: Upcoming features will allow sessions to continue based on user_id, phone, or similar identifiers, adding memory across sessions without requiring a session_id.