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 giving the customer agent access to specific CRM properties, it can provide accurate, real-time information during interactions. You can also allow the agent to update CRM records based on what customers share, streamlining support workflows and allowing your team to focus on more complex tasks.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab. 
3. In the left sidebar menu, click Knowledge > Add CRM data. 
4. In the right panel, click the CRM property dropdown and select a property.
5. Toggle the View property switch on to allow the agent to access 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 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.