When the AI sizes up a customer, it looks at their prior threads, open tickets, and last contact date. Until now, the conversation in progress was included in that picture: a first-time visitor showed up as having one prior thread, "last contact" always read as right now, and recent topics included the message being answered.
The snapshot now covers only other conversations. A first-time contact is treated as one, a returning customer's history reflects what actually happened before this thread, and tickets linked to the current conversation aren't counted as past issues. As a side effect, the customer context stays stable across a conversation instead of shifting with every message, which makes responses faster and more consistent.
No action needed. This applies to every AI reply from now on.