Allow the customer agent to access and update CRM data

Allow the customer agent to access and update CRM data to deliver personalized conversations and assist with customer queries or requests. By granting access to specific CRM properties, the agent can provide accurate, real-time information during interactions and update CRM records based on what customers share. This helps streamline support workflows and allows your team to focus on more complex tasks.

For example, you could grant the customer agent access to CRM data for the following use cases:

• Retrieving Information: you can grant the agent access to properties such as Contact Owner or a custom property such as Order Number. If a customer asks for this information during a chat, the agent can retrieve and provide it instantly.
• Updating Records: when a contact provides updated information, such as a new Address, the customer agent can automatically update the corresponding property in the CRM.

You can also configure when the agent asks for a customer's email address on messaging channels.

Add CRM data 

Configure which CRM properties the customer agent can access or update. 

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Define > Permissions.
3. Click add CRM data. 
4. In the right panel, click the CRM property dropdown menu and select a property.
5. Toggle the View property switch on to allow the agent access to this property.
6. Set the verification level before sharing data by clicking the Data protection level dropdown menu and selecting an option:
   • Match email: the agent asks for the customer's email address and verifies it matches the contact record.
   • Verify email: the agent sends a verification link to the customer’s email to confirm their identity.
7. In the Instructions field, add guidance on when and how the agent should use this data. E.g., If a customer says they haven’t received their bill, share their billing address to confirm it’s correct.
   
   
   
8. To allow the agent to update CRM records, such as changing a customer’s billing address, click Edit settings to expand the section.
9. Toggle the Edit property switch on.
10. Configure your data protection level and instructions. 
11. In the bottom right, click Save.