# Connecting a CRM and other systems

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

1. Open **Knowledge** and, in the **Add a source** card, choose the kind
   **external system**.
2. 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.
3. 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](/en/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](/en/admin/integrations).