A person talks to a company on WhatsApp, receives a proposal, makes a payment, and signs a contract. Days later, they contact the company on Instagram. To that person, it is a continuation of the same relationship. To serve them well, the company needs to recognize that continuity.
With that goal in mind, we are introducing Unified Context™, a technology that will be implemented in the new version of Secretar.AI, launching Tuesday, September 8, 2026.
Secretar.AI will be the first system to use the Unified Context™ developed by our team. Starting with the launch, all Secretar.AI users will be able to begin taking advantage of this new AI experience.
What is Unified Context™?
Unified Context™ is a technology and a standard for unifying context. It connects information, interactions, and events related to the same entity across integrated systems, allowing AI agents to consider the available context for that entity when providing service.
In the case of a customer, for example, this context may include a negotiation recorded in the CRM, a proposal, payments, documents, appointments, and conversations across different channels.
As a result, service can use a broader journey as its reference instead of only the conversation open at that moment. Learn the fundamentals in the complete guide to Unified Context™.
What changes in the AI experience
A short message can depend on a great deal of information to be understood. When someone asks, “Is everything set for tomorrow?”, the answer may require knowing the appointment, the status of the engagement, and the documents related to that service interaction.
When this information is part of the context, the agent has more elements to understand the question and guide the next steps in the process.
Unified Context™ was created to support this kind of service. In addition to message history, business events and records from integrated systems can be part of the context used by the AI.
This helps align the response with the moment the customer is experiencing: whether they are still evaluating a proposal, have already signed up, are waiting for an appointment, or need support after the purchase.
The same person, even when the channel changes
Imagine an illustrative situation: a customer negotiates over WhatsApp and later contacts the company on Instagram to ask a question about what they purchased.
If the system responsible for the new channel is integrated with Unified Context™, the context related to that customer can accompany the interaction. The conversation no longer depends only on the messages exchanged on Instagram.
This continuity can also include information produced outside digital channels, such as records of meetings and visits, provided that they are incorporated into the connected systems.
The scope depends on the sources and integrations present in the operation. The technology makes it possible to expand the context as other systems are integrated; this does not mean that every external tool is automatically connected.
A standard for connecting the operation
Unified Context™ was designed to be used by custom systems that the company chooses to integrate as well. Secretar.AI is the first system to implement the technology, and the proposal makes it possible to expand the connection of context across different parts of a company’s infrastructure.
To understand how this idea applies to the business, see how to connect context from lead to post-sale.
What to expect on September 8
The new version of Secretar.AI will launch on September 8, 2026, with Unified Context™ already implemented. Today, September 6, we are introducing the technology and the proposal guiding this evolution.
The goal is to give AI agents a more complete foundation for following interactions and events related to the customer. Information that originates at one stage of the relationship can help the next conversation start at the right point.
Learn why we created Unified Context™ and discover the vision behind this new Secretar.AI experience.