AI assistant

The AI assistant helps your team with the work around customers: it summarizes a contact or a conversation, suggests the next step, drafts and translates replies, proposes updates to a deal, writes out voice messages and reads your numbers. It only suggests. Nothing is sent to a customer and no record changes until a person accepts the suggestion.

Before you start

• The assistant is available when your plan includes AI assistant. A company that uses its own AI key gets it even if the plan does not include it, unless the platform turned it off for that company. See Use your own AI key.
• Owners, administrators and members can use it. Viewers cannot.
• Each request uses AI credits, unless your company uses its own key. See "AI credits" below.
• If the platform has no AI provider set up, requests show The AI assistant is not configured yet.

Where to find it

Owners and administrators also have Ask your data under Reports, described below.

Review every suggestion

Each result appears in the card with its kind and Review before use. Read it, then:

1. Use it with the button shown: Create this task, Use in the reply box or Apply to the deal.
2. Or select Dismiss to remove it.

A suggestion can be used once. Use in the reply box puts the draft in Your reply for you to edit; it is sent only when you select Send. Create this task creates the task for you, due the number of days the suggestion proposed. A campaign draft opens the new campaign form filled in, for you to check and save. Each card shows up to five suggestions waiting for a decision.

If the provider could not finish, you see This could not be completed. If it refused the request, you see The assistant declined this request.

Update a deal from the conversation

1. In the conversation, select Suggest deal updates.
2. The suggestion lists only what the conversation clearly supports: Stage, Value, Next step and Next step date, with a short reason. Fields it is unsure about are left out.
3. Select Apply to the deal.

The suggestion is made for the customer's newest open deal and is applied only to that deal, through the same checks as editing it by hand. If there is no open deal, you see This customer has no open deal to update. After applying you see The deal was updated.

Voice messages

Customers' voice messages can be written out as text, shown under the message after Said:. The AI agent and the summaries then read that text too.

• In a conversation, select Write out the voice message under the audio file. If it failed, select Try writing it out again.
• To write out every incoming voice message automatically, an owner or administrator turns on Write out customers' voice messages under Home, Alerts and automations. Voice messages from the last two days are picked up, a few at a time.

Voice messages need ChatGPT or Gemini as the provider, either the platform's or your own key, because Claude does not accept audio. Otherwise you see The voice message could not be written out. It needs ChatGPT or Gemini, and AI credits. Files over 15 MB are not written out, and the text is kept up to 5,000 characters.

Ask your data

Owners and administrators can ask a question about the company's numbers in their own words.

1. Open Reports, then Ask your data.
2. Write Your question, from a few words up to 300 characters. For example: "Which campaign brought the most sales this month?"
3. Select Ask.

The AI only chooses which report answers the question: one grouping from a fixed list, the shortest period that covers it (7, 30, 90 or 365 days) and, for money, a currency. The system checks that choice and counts the result itself, so no number is written by the AI and nothing the AI writes reaches the database. The answer shows its title, From: …, last … days, the total and a bar for each row, up to 50 rows.

It can answer questions about deals, contacts, store orders and conversations, by status, stage, source, owner, country, campaign, traffic source, channel, person, currency or month. Amounts exist for deals and orders. If no report fits, you see Your reports cannot answer that yet. When your plan includes Custom reports, select Save as a report to keep the answer with your other reports. See Reports.

What is sent to the AI provider

The assistant sends only what the task needs, and removes what identifies the customer first. In every text taken from your records and conversations, the customer's name and company name are replaced, and email addresses, phone numbers and links are removed. Each piece of text is cut to 1,500 characters.

What is never sent: phone numbers, emails and addresses from the record, and anything from other contacts. Names of other people that someone typed in a note or message may remain, so avoid writing private details in notes. A question to Ask your data is sent as written, so leave customer details out of it.

Customer messages are passed as data. Instructions hidden in them cannot change the task, and the assistant's answer is never carried out on its own.

AI credits

• Your plan sets AI credits a month. One credit covers 1,000 tokens read and written, rounded up.
• Before each request, 5 credits are held. If they are not available, the request is refused with the plan limit message.
• After the answer, the real amount is counted. If the provider fails, nothing is charged: The assistant could not answer. Nothing was charged. An answer cut short counts as failed, but the credits it used are counted.
• The allowance resets at the start of each calendar month.
• Owners and administrators see AI credits this month under Plan usage on the home page and in Your plan.
• With your own AI key, requests are billed by your provider and do not use credits.

Good to know

• Summaries, readings and translations of the customer's messages are written in the language of your workspace. Reply drafts are written in the customer's language.
• Every request is recorded with its result and your decision. Records about a contact are included in that contact's data export and cleared when the contact is erased. See Data and privacy.

Troubleshooting