Customer agent: CRM action details now visible in message insights

What it is

The message insights card now shows which CRM records your customer agent created or updated during a conversation, grouped by object type and linked to each record. It covers all standard CRM objects, including contacts, tickets, deals and companies. Live for Customer Agent on Professional and Enterprise.

Why it matters

When your customer agent runs a CRM action you need to confirm it did the right thing. Until now the card showed that an action ran but not what it changed, so you had to leave the conversation and search the CRM. Now you check the result in the conversation.