The assistant can look into the company system where you keep your customers — a CRM or a helpdesk — and find out who is writing: what company it is, who looks after it, what deals or open requests it has. That makes its replies more accurate.
draften works with HubSpot, Raynet CRM and FLOWii today.
What the assistant may and may not do
- It only reads. It changes, creates and deletes nothing in the system.
- Only about the people in the thread. It looks up only the addresses of the participants of the conversation it answers. When someone writes "look up company X" in an e-mail, it reads nothing about X.
- Only the allowed parts. Each connection shows which parts of the system it may read (contact, deals, tickets, activities…). Amounts and internal notes are off by default.
- It quotes nothing to the customer. Data from the system is only context for the assistant; it does not copy it into the reply.
Data from the system, like the e-mail itself, goes to the language model provider.
Two ways to connect
The organisation's connection — an organisation manager sets it up and grants it to single mailboxes, part by part. When it is granted to your mailbox, you see it in Knowledge when adding a source of the external system kind. Without a grant, the mailbox's editors do not even know it exists.
The mailbox's own connection — as the mailbox owner you may connect a system of your own, for your mailbox alone. The organisation's managers are told by e-mail and may switch it off or remove it; nobody approves it beforehand.
Adding a source from a connection
- Open Knowledge and, in the Add a source card, choose the kind external system.
- In the Connection field, choose the organisation's connection. As the mailbox owner you also find Connect a system of your own here — you fill in the system, a title and the access details, and the connection is tested straight away.
- Tick the parts the assistant should read (within what the connection allows), fill in the source's label and description and click Add.
How knowledge sources work in general is shown in the guide Knowledge sources.
Access details
You enter the access details once; they are stored encrypted and never shown again. Always use a read-only account or key where the system has one:
- HubSpot — the access token of a private app (Settings → Integrations → Private apps) with read scopes only.
- Raynet CRM — the instance name, the login and an API key. Raynet has no read-only key, so make a separate user with a read-only role for the assistant.
- FLOWii — a user's e-mail, password and the account's API key (paid licences only); here too use a user with the narrowest role.
Details for administrators are in Integrations.