Symptom

Every customer message is treated as the start of a brand new conversation. The AI support agent has zero conversational memory — it never remembers what the customer said in previous messages.

What you know

Support Agent is an AI customer support platform. When a customer sends a message, the system loads their session from a key-value store, checks if it has expired (based on a 30-minute TTL), and either reuses the existing session or creates a new one.

Sessions store lastActivity as a Unix timestamp in seconds. The TTL is 1800 (seconds = 30 minutes).

Every single session is treated as expired, even ones created moments ago.

Customer Message → Session Loader → Intent Classifier → Action Executor → Response Generator

[session-loader] Session found in store
  session_id=sess_f7a21
  last_activity=1731677521         ← seconds
  ttl_seconds=1800
  current_time=1731677595201       ← milliseconds!

[session-loader] Session expired, creating new session
  session_id=sess_f7a21
  reason="TTL exceeded"