CRM Updates

17.3. CRM Updates — Keeping Your Customer Database Current

The main path: MCP + OAuth

Connect according to the model described in 11.4 — OAuth 2.1, the tool-selection checklist at install time, and narrow permissions.

The signature use case

The agent reads email/chat, detects customer-related information → creates/updates CRM records on its own. The chain reaction: one email becomes a meeting, one Slack message becomes a ticket, one meeting note becomes a follow-up draft.

Notes

• Limit the CRM tool to “read + create + update specific fields”, removing delete operations from tools.include.
• For the auto-update flow after every call/email, include a confirmation step (send a draft before writing).