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Account-level context helps Forge interpret work for a specific customer. It can include operating constraints, preferred contacts, system facts, escalation paths, and other durable information that should not be assumed across the organization. Some configured agents can also use shared agent memory across eligible runs. This memory belongs to that agent’s workflow and is separate from the source records in your PSA or knowledge system.

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What belongs in account context

  • verified customer-specific procedures;
  • maintenance windows and communication preferences;
  • escalation contacts and decision owners;
  • known system or contract constraints;
  • exceptions to organization-wide runbooks;
  • links to authoritative provider or knowledge records.
Do not use account context as a substitute for the PSA, password manager, or knowledge base. Avoid credentials, unverified observations, and one-time incident details.

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Maintain trustworthy context

1

Name the source

Record where a material fact came from and which system remains authoritative.
2

Separate fact from guidance

“Backups are managed in system X” is a fact; “escalate after two failed checks” is procedure.
3

Assign an owner

Choose who updates the context when the customer, contract, or system changes.
4

Review after exceptions

A repeated override or handoff may indicate the account context is incomplete or stale.

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Shared memory for a Custom Agent

Enable shared memory only when a workflow genuinely benefits from prior runs. Confirm:
  • the memory is safe for every configured target;
  • the agent does not treat memory as more authoritative than current source data;
  • dry-run behavior is understood;
  • a human owner reviews unexpected carryover.
Turning off a memory feature may stop future use without erasing data already retained under your organization’s configuration. Ask your administrator or Shield contact about retention and deletion requirements.