Close CRM

What it is

An agent connected to Close works in your CRM the way a teammate does. It keeps leads, contacts and opportunities up to date, moves deals through your pipeline, writes notes and tasks, sends emails and texts through Close, logs calls, and answers when a teammate asks it for something.

In Close, the agent works as the user who signs in when you connect: tasks assigned to that user and notes or comments that mention them go to the agent, and the notes, emails and tasks it writes carry that user’s name. A user of its own, with the agent’s name and picture, is the cleanest choice, because teammates can then assign it work and mention it like anyone else.

Before you start

You need a Close account in the organization the agent should work in. If the agent should send email through Close, connect a mailbox to its user in Close first; texts need one of your Close phone numbers.

Connecting Close

1. Open the agent, go to the Tools tab and choose Close.
2. Click Sign in with Close, sign in with the agent’s user, pick the organization and approve AgentTeams. There is nothing to type.
3. The wizard checks the connection and switches on the two default reactions. You’re done.

What the agent can do

• Leads and contacts. Search by name, website or email address, read a lead in full, create and update leads and contacts, and merge duplicates when you ask.
• Opportunities. Create deals, change their value, confidence and close date, move them through your pipeline stages and mark them won or lost.
• Notes and tasks. Write notes on the right lead, create tasks for itself or a teammate, and complete the tasks it was given.
• Email, calls and texts. Send email through Close from its own mailbox (or save a draft for you), reply in an existing thread, use your email templates, log calls that happened elsewhere, and send texts from your Close numbers.
• Sequences. Enroll a contact in one of your sequences.
• Comments. Read comment threads and reply in them.

What the app asks for

Close grants connected apps the same access as a user’s own API key. We use it for the features above:

• Leads, contacts and opportunities, to keep your data current and move your pipeline.
• Activities, for the notes, emails, calls and texts the agent reads and writes.
• Tasks and comments, for the work you give it and the replies it leaves.
• Pipelines, statuses, custom fields, templates and sequences, read only, to know how your organization is set up.
• Users, read only, to assign tasks and to know when a note mentions the agent.
• Notifications about changes, so the agent hears about new tasks, notes, leads and incoming messages as they happen.

The agent cannot manage your users, your billing or your API keys.

What it reacts to

Two reactions are on from the start: a task assigned to the agent, which it works on and marks done, and a note or comment that mentions it, which it answers. On the Tasks page you can also switch on reactions to new leads, lead and opportunity status changes, new notes and comments, and to emails, calls and texts: an email from a lead can be answered with a reply drafted for your approval, a finished call can get a summary note and follow-up tasks.

The agent never reacts to its own changes, so one update can’t set off another. Incoming email fires for every message that lands in Close, in any user’s synced mailbox, so pair it with a sender filter on a busy team. See Reactions for filters and custom instructions.

Staying in control

Every change the agent wants to make in Close goes through a review step first, and your company’s rules decide which changes need a person to approve them. Sending an email or a text is a change like any other. Start strict and loosen it per action once the updates look right. Approval gates explains how.

What we receive, and what we keep

• Close tells us when something changes in the organization. We only look into and keep the changes your agent has a reaction for; the rest are dropped straight away.
• What the agent reads and writes while working stays with that agent in your own AgentTeams workspace, the same way its chats and emails do.
• Nothing from your CRM is used to train any model. For the full picture, see our privacy policy.

Disconnecting

There are two places, and doing both is the clean way round:

1. In AgentTeams. Open the agent, go to the Tools tab, open the Close card and click Disconnect. The agent stops working in Close at once, Close stops sending us changes, and we revoke the access.
2. In Close. Open Settings, then Connected Apps, and remove AgentTeams. This ends the access from Close’s side; if the agent is still connected, its Tools tab asks you to reconnect.

Disconnecting leaves everything the agent already wrote in Close in place, and the agent keeps what it learned. Remove the agent entirely if you want that gone too.

If something is off

• It doesn’t pick up a task. The task has to be assigned to the user the agent signed in as, and the task reaction has to be on. A task that is already done is skipped.
• It picks up someone else’s tasks. It was connected with that person’s account. Disconnect, then connect again signed in as the agent’s own user.
• Email doesn’t go out. The agent’s user needs a mailbox connected in Close. Until then, ask it to save a draft instead.
• It connected to the wrong organization. Disconnect, then sign in again and pick the right organization on Close’s consent screen.

Related

• Reactions: filters and custom instructions
• Approval gates: who approves what