Update Your CRM from a Call

After each call, Attention fills in your organization’s CRM fields from the conversation. You review them on the call’s CRM tab and push them to the matching record in your CRM.

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1. Open the CRM tab on a call

1. Go to Conversations → All Calls and open a call.
2. Click the CRM tab.

The tab has two parts:

• The record pickers at the top: one per CRM object your organization syncs, such as an opportunity or a deal. When Attention matched the call to a record, it is already selected.
• Fields: every CRM field your admin set up, with the value Attention extracted from the call. Picklist fields show the options from your CRM. Text fields show the answer as text you can edit.

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2. Check the linked record

Make sure the picker at the top shows the record you want to update.

• To link a different record, click the picker, search by name and select it. Attention recalculates the deal fields for the new record.
• To unlink the record, click the X in the picker.
• To open the record in your CRM, click the external link icon next to the picker (View in CRM).

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3. Review and edit the fields

1. Read each value. To change one, edit the text or pick different options from the list.
2. Select the checkbox next to each field you want to push. If you edit a text field, select its checkbox again afterwards.
3. Use Select All or Clear selection to change many fields at once. The count next to them shows how many fields are selected, for example 3 of 8 fields selected.

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4. Click Update N Records

Click Update N Records at the bottom of the tab, where N is the number of fields you selected. Attention writes the selected values to the linked record. If your fields are set to Automatic, Attention has already sent them to your CRM, and Update N Records doesn’t send them again.

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Re-run the analysis with Analyze Call

Click Analyze Call above the fields to extract the values from the call again, for example after your admin added or changed fields. The tab shows Analyzing Conversation… while it works, then the fields refresh with the new values.

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See where a value came from

Click the CRM history icon next to a deal or record field to open its Field Breakdown:

• Current value: the value the field has now.
• Inputs: every value that went into it, newest first, with its date and source. Each entry says whether it was AI generated or edited by a user, and whether it came from this call or from the whole deal.

Deal fields build on every call linked to the same opportunity, so the breakdown shows how the value changed from call to call.

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Automatic and manual updates

When fields reach your CRM depends on how your admin set up field configurations. Attention has two versions of that setup.

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V2: push modes

If your organization uses Push to CRM on its field configurations, the push mode decides:

• Manual: the values wait on the CRM tab until you click Update N Records.
• Automatic (the default): Attention sends the values once it has analyzed the call. You don’t need to click anything.
• Automatic or manual: Attention sends the values once it has analyzed the call, and you can also send them from the CRM tab.

See Set Up CRM Field Configurations (V2).

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V1: workflow triggers

If your organization sends fields with CRM workflows, each workflow’s trigger decides:

• User exports Fields from Attention: the values wait on the CRM tab until you click Update N Records.
• Conversation finished: Attention sends the values once it has analyzed the call. You don’t need to click anything.
• Conversation finished or User exports Fields from Attention: Attention sends the values once it has analyzed the call, and you can also send them from the CRM tab.

See Set Up CRM Field Configurations (V1).

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Troubleshooting

When Update N Records is grayed out, hover over it to see why.