Home ClaudIA Features Context Enrichment | How ClaudIA Gets to Know the Customer Before the First Response

Context Enrichment | How ClaudIA Gets to Know the Customer Before the First Response

Last updated on Sep 16, 2026

When to Use

  • You want ClaudIA to already know who the customer is when responding, without asking for their name, email, or phone number again.

  • You want her to consider previous interactions with the same customer instead of starting from scratch with each ticket.

  • You want to bring in data from your system or CRM (plan, account status, open orders) automatically into the conversation.

Prerequisites

  • ClaudIA project created in the dashboard.

  • Access to the ClaudIA Dashboard in the project you want to configure.

  • For Custom Context: access to a workflow workspace and an endpoint from your system that ClaudIA can query.

About this article

Without context, ClaudIA starts every conversation knowing only what the customer wrote. In practice, this causes three issues: she asks for data that the helpdesk already has (name, email, phone), treats a recurring customer as if it were their first contact, and cannot use information that only exists in your system, such as the plan they subscribed to or an open order.

Context Enrichment solves this. Before ClaudIA's first response in each conversation, she creates an internal briefing about the customer and begins to reason with it. The briefing is internal: the customer never sees it, it does not appear in the chat history, and it does not count towards message limits.

The briefing is assembled in every conversation of the project where at least one source is enabled, both in ClaudIA (content) and in Agentic ClaudIA. It does not depend on the Judge, on a Specialist Agent having been triggered, or on the A/B test group: whichever route answers receives the same briefing.

How it works

The briefing is assembled from up to three sources, each independently enabled or disabled:

1 — Contact Data

Name, email, and phone number of the contact, as received from your support channel. With this, ClaudIA greets by name and does not ask for data she already has.

2 — Previous Conversations

ClaudIA receives a summary of the last resolved tickets for the same customer. This way, a follow-up on an already addressed issue starts with the history at hand, avoiding repeating instructions or asking again what the customer has already explained.

3 — Custom Context

A workflow you create to query your system and return a text with relevant information for support: subscription status, recent orders, financial situation, or whatever makes sense for your business. ClaudIA calls this workflow once per conversation, before her first response, passing the customer data, and injects the response into the briefing.

Enrichment never stalls the support. If a source fails or takes too long, that part of the briefing is omitted in that turn, and ClaudIA responds normally with what she has.

Step-by-step

Step 1 — Access the screen

  1. In the ClaudIA Dashboard, open the menu Content and Flows → Context Enrichment

  2. In the top right corner, select the project you want to configure.

Step 2 — Enable ready-made contexts

  1. In Ready-made contexts, activate Contact Data and/or Previous Conversations.

  2. Click Save.

From then on, the briefing is added before ClaudIA's next first response, including in already open conversations that haven't received a briefing yet.

Step 3 — Create a Custom Context provider (optional)

  1. In Custom Context, click Add provider and give it a name.

  2. The flow editor opens with a Variables pre-filled by ClaudIA block: helpdeskId, contactName, contactEmail, contactPhone, and contactExternalId. ClaudIA fills these variables on every call; use them to query your system.

  3. Build the flow (for example, an HTTP request to your CRM) and end with the block that returns the context to ClaudIA. This return is what enters the briefing.

  4. Publish the flow.

  5. Back in the providers list, click Activate provider (rocket icon). The status changes to Live.

You can create as many providers as you like for testing, but only one can be active at a time per project. A provider must be published before it can be activated.

Best practices for Custom Context

  • Return only what is essential, in short and direct text. The response is limited to 3,000 characters; anything beyond that is cut.

  • Respond quickly: the flow has 15 seconds to reply. Beyond that, the section is omitted in that turn.

  • The response is treated as information, not as instruction. To change ClaudIA's behavior, use the project prompt, not the context.

  • If the customer might not be identified in your system, handle this case in the flow and return a message stating so, instead of leaving it blank.

Where can I see the enriched context in a conversation

Today, the enriched context only becomes visible in the conversation when ClaudIA actually uses it in her response: she greets the customer by name, does not ask for data she already has, or picks up a previous interaction. The briefing itself does not yet appear in the conversation, in the audit, or in the trace.

This is a known gap of the feature, and the team is working to make the enriched context visible in every conversation, whether it was used or not. In the meantime, to confirm that enrichment is enabled for the project, use the Content and Flows → Context Enrichment screen.

Notes

  • The contact data depends on what your support channel sends. In channels where email or phone do not arrive, these fields are omitted from the briefing.

  • Previous conversations are located by the external identifier, email, or phone of the contact. Contacts without any of these data do not have their history retrieved.

  • The summary of previous conversations covers what went through ClaudIA in those interactions. What happens after escalation to human support (N2) is not yet included in the briefing.

  • The Playground does not execute enrichment. To validate, perform a real support interaction on the integrated channel.

  • In projects with Controlled Flows, while the flow guides the conversation, nothing is executed; the briefing is added when ClaudIA takes over.

  • If the conversation is already being forwarded to human support when ClaudIA is about to respond, the briefing is not assembled.

  • To navigate the dashboard: Main screens of the ClaudIA Dashboard (start here)

  • To build the Custom Context flow in the editor: Step-by-step to launch a new Controlled Flow and How to send variables to Controlled Flows