How do I make my AI agent know who it is talking to and what happened before?

By default the AI only knows what is in its instructions and nothing about the person. To make it smarter, give it the contact's information with variables.

1. In the agent's instructions, add a section with a heading, for example Customer info (type slash to add the title).
2. Insert the lead context variables. Lead information is the contact's details: name, email, phone and any field on the lead, such as how many days they want to stay. Contact activity is everything in the activity list on the contact profile: every call, transcript, call summary, note, task and booked appointment.
3. Tell the AI in the prompt how to use that information.

Then when a customer calls back and says they booked a weekend, the AI can say it sees the booking and talk about it. In general, the more information you give the AI, the better it does, but you do not have to pass everything. You can pass one variable at a time, such as only the first name.