When an agent wants to change something in the CRM, it does not write it. It puts a proposal card in the conversation and waits for you.
This article covers:
- Where the cards are
- Confirm, edit or cancel
- What the Inbox is for
- Keeping up
Where the cards are
A proposal card appears in the conversation where the agent made it. Every proposal still waiting for you is also listed under Needs you in AI Workspace → Inbox.
In the Inbox, click a row to expand it. The expanded row shows the same card as the conversation, and you can decide it right there. To see the whole conversation, click Conversation on the row, or open it from Recent in the sidebar.
Confirm, edit or cancel
A card that changes the CRM has two buttons:
- The confirm button is named after the change: Create, Update or Delete. Click it and the change is written to the CRM as shown on the card.
- Cancel: nothing is written. The proposal is discarded.
Other cards name their confirm button the same way, for example Send on an email draft and Create offer on an offer draft.
To edit a proposal, change the values in the card's fields, then click the confirm button. Your version is what gets written. On a card that creates a record, Edit (for example Edit Contact) opens the full form with the proposal filled in. Saving the form creates the record and completes the card. Closing the form without saving leaves the card waiting.
If the proposal is wrong in a way you would rather not fix by hand, click Cancel and tell the agent in the conversation what to do instead.
Some cards ask before an action rather than a CRM change: an email or Slack message to a colleague, a write to a connected system, a change to an automation or another agent, or a hand-off to another agent. These have Approve and Reject, and Approve carries out the action itself, for example sending the email.
Nothing is written until you confirm. A card you have not touched has changed nothing, however long it has been sitting there.
If one request produced several cards, each is decided separately. You can confirm some and cancel others.
Note: only proposals you confirm without editing count towards the record an agent builds up to earn a permission. Confirming an edited proposal starts the count again. Cancelling or rejecting a proposal does not count, and does not reset it. See How an agent earns a permission.
What the Inbox is for
The Inbox is the record of what your agents have been doing: what a routine produced overnight, what an agent is waiting on, what it decided not to do and why.
The Inbox has three groups: Needs you (proposals waiting for a decision), Unread and Earlier. Each row has Conversation to go to the detail. Unread rows have Mark as read, and Mark all as read sits beside the Unread heading. The number beside Inbox in the sidebar counts the items under Needs you and Unread.
Plenty of items need no decision at all. A Monday pipeline summary is there to be read.
Keeping up
- Let reliable work earn its permission, or grant it directly, so it stops asking.
- Narrow the routine. One scoped to "deals over 250,000" proposes far less than one scoped to everything.
- Turn a routine off with the toggle on the Routines page. History is kept.