Cross intermediary memory is a feature that ensures seamless integration and memory across different communication mediums. Whether a customer reaches out via phone or text, the system recognizes their history and personalizes the interaction by pulling relevant information. This is possible if their phone number is linked to their email in a customer profile, which is automatically created when they place an online order or provide their information in any other way. This interconnected memory enhances customer experience by ensuring every interaction is informed and tailored to their needs.