Ask AI about a record
Ask AI helps you understand the record you are working on. It answers questions using accessible CRM information and provides sources to review. It does not send messages, create tasks, change stages or update records.
Enable Ask AI
Section titled “Enable Ask AI”An Owner or Admin opens Settings → Agents → Sales Assistant, enables the agent and saves its settings. Under Sales Assistant capabilities, enable Ask AI, then select Save capabilities. It starts disabled. Conversation insights, dashboard guidance and Ask AI share the workspace’s daily generation limit. Saving settings does not reset usage.
Open the assistant
Section titled “Open the assistant”| Where you are | How to open it | Example question |
|---|---|---|
| Inbox conversation | Select Ask AI in the top chat bar; AI chat replaces the properties panel on the right | What is this customer asking for? |
| Contact | Open the contact, then select Ask AI | What have we discussed with this person? |
| Account | Open the account, then select Ask AI | What outstanding opportunities does this account have? |
| Opportunity | Open the opportunity, then select Ask AI | What is blocking this opportunity? |
In the Inbox, Back to chat properties restores the customer panel and its previous tab. Ask AI has its own panel, outside the properties tabs.
The panel names the record being used as context. Check it before asking, especially when switching workspaces or between a customer’s opportunities. On small screens, the assistant opens at full width.
Ask AI opens as a chat: your questions appear in purple bubbles, with Sales Assistant answers below them. Type a question of up to 1,000 characters in the box at the bottom and select the arrow button (Send question), or press Enter. Use Shift+Enter for a new line. Your question appears immediately while the assistant prepares its answer.
A suggested question fills the box for you; it does not generate an answer until you send it. After an answer, type a follow-up in the same box. Follow-ups use up to three preceding answers for context. Scroll through the chat to review earlier answers; the question box stays at the bottom of the panel.
Review the answer and its sources
Section titled “Review the answer and its sources”Expand View sources under an answer to see its supporting excerpts, then choose Open source to inspect the conversation or CRM record. Follow-up sources open the Follow-ups page. AI answers can be wrong; check their evidence before making a decision. Missing information is called out instead of being treated as a known fact.
Context is limited to a selection of linked records: up to 10 contacts, opportunities, follow-ups, service items and stage changes, up to eight conversations and 20 recent message excerpts. Long text and the overall context may be shortened. An answer is not an exhaustive search of all historical activity. Ask from a specific conversation or opportunity when you need a narrower answer.
Your permissions still apply. Agents can use their assigned conversations and owned opportunities; accessible contact and account information can also be used, while linked conversations, opportunities and tasks are filtered to their access. The assistant does not reveal inaccessible records through an account or contact.
Your last 10 answers for the current context are private to you on that record. Earlier answers are hidden if the underlying context changes. Reload and ask again using the current information. Deleting the record removes its saved question and answer content; usage already incurred is retained.
To act on a suggestion, use the ordinary CRM controls or the existing Review suggested action workflow beneath a saved conversation insight in the separate Sales Assistant tab. Asking a question does not authorize a CRM change.
Limits and retrying
Section titled “Limits and retrying”Each new question uses the shared Sales Assistant generation limit; failed attempts can count too. Opening the panel and choosing Reload saved answers do not generate a new answer.
If an answer fails or the connection drops, choose Reload saved answers first. Retry same question keeps the original request and will not start another generation for an attempt already recorded. While that question is pending, its text is kept unchanged. Start a new question clears it so you can deliberately submit a new request, subject to the same limits. An unresolved attempt may block new questions until it is resolved.
If access, linked information or settings changed during generation, reload the context and review the current record before asking again. If the issue persists, contact support with the workspace name, approximate time and displayed error. Do not include private question text, customer messages or credentials.