CRM actions enable communication between AI agents and your CRM platform. These actions are platform-specific, meaning different actions are available for each CRM platform.

This article contains the following topics:

  • Available CRM actions for Freshchat
  • Creating a CRM action

Related articles:

  • About actions for AI agents (Ultimate)
  • Creating and adding actions for AI agents (Ultimate)
  • Reviewing and managing actions for AI agents (Ultimate)

Available CRM actions for Freshchat

AI agents (Ultimate) supports the following CRM actions in Freshchat:

  • Add private note

Add private note

This action adds a private note to the conversation. Freshchat has an endpoint to add private notes to a conversation that are only visible to agents logged in to the support portal, therefore the note won’t notify or be accessible by the requester. Private notes can be:

  • Static Text
  • Dynamic param
  • Combination of both static and dynamic texts

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Creating a CRM action

CRM actions can be created at the bot, intent, or block level. For details, see Creating and adding actions for AI agents (Ultimate).
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