Customer Agent can read and save files in the CRM

What it is

Customer Agent can now read files from your CRM and save files to it, and use them to answer questions and share documents in the conversation.

Why it matters

Customers often ask about something inside a document, not a property value. With file access the agent can send a report, answer a policy question or collect a submitted document without handing off to your team. HubSpot's example: retrieving a SOC 2 report from an associated record, sharing the PDF and answering follow-up questions about it.