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Retrieval endpoints

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Legal information

Conversation Memory, including the APIs, may use artificial intelligence or machine learning technologies and is subject to the terms of the Predictive and Generative AI/ML Features Addendum(link takes you to an external page). For more details on AI usage and data, see the AI Nutrition Facts.

Conversation Memory is not a HIPAA Eligible Service or PCI compliant and should not be enabled in workflows that are subject to HIPAA or PCI.

Conversation Memory is not intended for use with sensitive information about individuals. Twilio does not control what information comes from conversation channels and relies on you to ensure the data in customer profiles aligns with our acceptable use policy. Twilio does have limited guardrails in the form of a prompt exclusion that is designed to provide a minimal screening against inclusion of GDPR special category data(link takes you to an external page). As a reminder our profile technology uses generative artificial intelligence. Because generative artificial intelligence can make mistakes, review all outputs to ensure that the profile is correct.

Conversations products are only available in the new Twilio Console(link takes you to an external page). If your account hasn't been migrated, you'll be redirected to the legacy Console where these products won't appear.

Overview

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The Retrieval APIs resolve profiles and return relevant memory at the moment an agent needs them. Profile lookup is leveraged by the Conversation Orchestrator. When an inbound message arrives on a configured channel, Twilio resolves the sender's identity and either attaches the conversation to an existing profile or creates a new one if no match is found. The Lookup Profiles endpoint also supports direct lookup by identifier, applying the store's identity resolution rules and normalized values.

For memory retrieval, the Recall endpoint uses hybrid semantic and lexical search to return only the most relevant observations and summaries, minimizing token usage by avoiding transmission of the full profile history into the prompt. When a conversationId is provided without a query, Twilio derives a query from the conversation context and applies it to search the profile store.

Endpoints