Ask the AI assistant

The AI assistant is a coach that can read your CRM. It opens from Ask AI in the header as a side panel, or as a full page under AI Assistant. Ask it about a deal, a ticket, an account, or your whole pipeline, and it answers from your data rather than in general.

Before you start: the assistant is available to anyone whose role includes it. What it knows about your business comes from Settings → AI Agent → Context and Documents, set by an admin; see Turn on AI. It works even with those empty, but the advice is generic until they are filled in.

What it can see

The records your role can see: accounts, contacts, leads, opportunities, tickets, tasks, activities, quotes, invoices, and the knowledge base. It looks things up as you ask, so "which deals are closing this month" is answered from the live pipeline, not from memory.

It also reads the five context fields your admin filled in, such as your products, ideal customer, sales playbook, and support policies, and any documentation imported for it. That is how it knows your discount policy when you ask how to handle an objection.

What to ask

The panel suggests prompts for the page you are on:

• On a deal: how to approach it, what the next steps are, draft a follow-up email.
• On a ticket: how to resolve it, suggest a response, whether to escalate.
• On an account: summarise it, open opportunities, overdue tasks.
• On the pipeline: its health, which deals need attention, what closes this month.
• On the dashboard: a daily briefing, what needs attention today.

Anything in that shape works. Be specific: "summarise Northwind Traders" beats "tell me about my accounts".

Conversations

The side panel keeps one running conversation and can hand it to the full page with Continue in full page. The full page keeps a list of past conversations on the left, dated, with New Chat to start fresh. The bin on a conversation deletes it and its messages permanently.

Enter sends a message; Shift+Enter adds a line.

What it does not do

It does not change records on its own, send email, or act on tickets. It drafts and advises; you act. The AI that answers customers directly is a separate thing, configured per channel; see Turn on AI.

When it goes wrong

• The answer is generic. The context fields are empty. Ask an admin to fill in Products & Services and Support Policies at minimum.
• It cannot find a record. It searches within what your role can see, and by the names and emails on the records. Try the exact account name.
• A reply shows "Error". Usually a temporary failure; send the message again. Persistent errors mean the AI is disabled or out of quota, which an admin can check under Settings → AI Agent → Usage.