That would be an advanced setup but yes, it's possible. Here is one way you could go about it: 1. on conversation start, store the user_id + some permanent id (e.g. email address) in the table 2. on conversation end, update the table with the most up to date summary/transcript 3. when new session starts, collect an email, 4. use it to lookup transcripts/knowledge from point 2, and e.g. have a bot summarise it and ask if they want to continue that thread or start a new one. Also, if you use webchat, for the convenience you may consider unchecking the option "Show delete conversation" (integrations/webchat/settings) to prevent users from deleting the old threads.