Memory and context

Menace Voice context is run-scoped. It personalizes a conversation and captures its result, but it is not a general-purpose customer database or durable memory layer. Keep the authoritative customer record in your system and move only the fields needed for the current conversation across the boundary.

Use the context model precisely#

• initial_context contains values known before the call. It can come from an API trigger, campaign CSV, telephony data, test settings, or a pre-call fetch.
• Template variables render initial-context values into prompts. Agent prompts use {{field}}; webhook payloads use {{initial_context.field}}.
• gathered_context contains typed values extracted from the transcript by Agent or End Call nodes. It is available in the completed run and webhook templates, not later Agent prompts.
• Tool results are live turn data. Use them to answer the current question; persist any durable change in the external system that owns it.
• Knowledge documents are workspace resources attached by document UUID. They provide reference text, not caller-specific mutable state.

Preserve variable contracts during edits#

Input  initial_context.customer_name: string  initial_context.account_id: stringPrompt references  {{customer_name}}  {{account_id}}Output  gathered_context.resolution: string  gathered_context.callback_requested: boolean

When an implementation assistant renames a variable, it must update every producer and consumer: API or campaign input, pre-call response, prompt template, extraction definition, webhook payload, and downstream handler. If the request does not require a rename, preserve the existing key exactly.

Minimize what enters the run#

• Pass the account ID and relevant status, not an entire CRM record.
• Exclude passwords, access tokens, payment credentials, private notes, and fields the conversation cannot use.
• Use a pre-call fetch when caller identity must be resolved from the inbound caller and called numbers before the greeting.
• Use a tool when freshness matters at the moment of the question, especially for availability, balances, or mutable order state.
• Define how the agent handles missing, stale, or conflicting values instead of silently choosing one.

Protect the boundary

Credentials belong in Menace Voice credential storage or server-side configuration. They must never be written into workflow prompts, initial context, tool arguments generated by the model, webhook bodies, or implementation-agent handoff notes.

For the two supported MCP directions and their different trust boundaries, continue to Use the MCP bridge safely.