> ## Documentation Index
> Fetch the complete documentation index at: https://unify-19-preview.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Work with your CRM

> Read and update connected CRM records in chat.

export const PlanAvailability = ({plans}) => <aside aria-label="Plan availability" className="not-prose my-6 flex items-start gap-3 rounded-xl border border-zinc-200 bg-zinc-50 px-4 py-3 text-sm leading-6 text-zinc-700 dark:border-zinc-700 dark:bg-white/5 dark:text-zinc-300">
    <svg aria-hidden="true" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="1.5" strokeLinecap="round" strokeLinejoin="round" className="mt-1 shrink-0">
      <path d="m12 3 9 5-9 5-9-5 9-5Z" />
      <path d="m3 12 9 5 9-5M3 16l9 5 9-5" />
    </svg>
    <span>Available only on {plans} plans.</span>
  </aside>;

export const ThemedImageFrame = ({lightSrc, darkSrc, alt, caption}) => <Frame caption={caption}>
    <div className="block w-full dark:hidden">
      <OptimizedImage className="w-full" src={lightSrc} alt={(alt ?? caption) ?? ""} />
    </div>
    <div className="hidden w-full dark:block">
      <OptimizedImage className="w-full" src={darkSrc} alt={(alt ?? caption) ?? ""} />
    </div>
  </Frame>;

## Overview

<PlanAvailability plans="Pro and Business" />

Chat can answer questions using your connected CRM and create or update
records as part of a conversation. Use it to review an account before outreach,
find opportunities that need attention, or record a follow-up task.

For example, ask which opportunities for an account are still open, then create
a task for the next follow-up. Include the account or person's name and enough
context to identify the intended record.

## Before you begin

Connect your CRM to Unify using the
[Salesforce](/reference/integrations/salesforce/overview) or
[HubSpot](/reference/integrations/hubspot/overview) setup guide. Your workspace's
connection preferences determine whether chat uses a workspace connection or
your personal connection. Your CRM enforces the access granted to that
connection. Salesforce applies the connected user's permissions; HubSpot's
authorized app access can extend beyond that user's record permissions.

An administrator must allow CRM writes in chat before you can create or update
records. See the connection preferences for
[Salesforce](/reference/integrations/salesforce/connection-preferences) or
[HubSpot](/reference/integrations/hubspot/connection-preferences).

## Read and update a record

<Steps>
  <Step title="Find the record">
    Open [chat](https://app.unifygtm.com/dashboard/chat) and describe what you
    need to know. Name the CRM when you want information directly from it.

    For example: “Find Cedar Labs in my CRM and show its account owner and
    open opportunities.”

    If several records could match, provide a website domain, email address,
    or another identifying detail so chat can find the right one.
  </Step>

  <Step title="Describe the change">
    State what should change and which record it affects. You can ask chat to
    update a field, create a task, or save a company or person to the CRM.

    For example: “Update Cedar Labs' description to reflect the mid-market
    outbound campaign we discussed.”

    When you want to review the details first, ask chat to show the proposed
    change and wait for your approval. Ordinary create and update requests
    can run directly when you ask for them.

    <ThemedImageFrame lightSrc="/images/reference/chat/chat-crm-preview-light.png" darkSrc="/images/reference/chat/chat-crm-preview-dark.png" alt="Chat showing the current and proposed CRM description after a request to review the change first." />
  </Step>

  <Step title="Review the outcome">
    Read chat's result to confirm which records were created or updated. Open
    the record in your CRM to inspect the change.

    If the CRM rejects the request, use the reported error to correct the
    field value or resolve the connected account's access before retrying.
  </Step>
</Steps>

## How changes reach your CRM

When you ask chat to send existing Unify records to your CRM, the integration
uses its record-matching behavior and field mappings. It matches companies by
website domain and people by email address before creating new records. Your
integration settings also determine how supported activities appear in the CRM.

When you ask chat to update a CRM record directly, it uses the CRM's own fields.
For example, you can change a company's description or an opportunity's close
date. Identify the intended record and field clearly in your request.

For details about record matching and mapped fields, see
[Salesforce bidirectional syncs](/reference/integrations/salesforce/bidirectional-syncs)
or [HubSpot bidirectional syncs](/reference/integrations/hubspot/bidirectional-syncs).

## Troubleshooting

<AccordionGroup>
  <Accordion title="Why can I read CRM data but not change it?">
    Check whether your workspace allows CRM writes in chat and whether the
    connection has access to edit the affected record and fields. Read access
    alone may be insufficient for the requested change.
  </Accordion>

  <Accordion title="Why does chat ask me to connect my own account?">
    Your workspace may require a personal CRM connection for chat. Authorize
    your CRM account from the integration's setup page, then return to the
    conversation and retry the request.
  </Accordion>
</AccordionGroup>


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