Your existing CRM

Connect it from Settings

If your team already runs a CRM, you can connect it from Settings → Integrations to work alongside the CRM built into emily. Click + Add Connection, choose External CRM, name the connection, give it the details it asks for, and save. Only one external CRM can be connected at a time.

An External view appears while it's connected

Once it's connected, an Internal/External toggle appears next to the CRM's usual tabs: External shows your connected CRM's records, Internal the built-in screens.

Reading it and updating it

Ask emily about anything in that CRM the same way you'd ask about emily's own — and she can act on it too, not only answer: mark a deal won, add a contact, remove a record that shouldn't be there, on web chat, browser voice or WhatsApp.

Removing a record there is something she'll do where it can be undone again; where it couldn't be, she says so and leaves it alone. Role makes no difference either — anyone who can ask her can change or remove a record there, while deleting in the built-in CRM stays with admins and managers. She makes one named change at a time, won't reorganise the CRM itself, and turns down a change that doesn't name what it applies to.

Changes she makes there don't show up in activity history, which covers the built-in CRM only.

No field mappings to configure

You don't map fields or describe how your CRM is organised — emily works it out for herself.

One choice does sit on the External view: which tables from that CRM it shows. That choice is an admin's — until it's made the view has nothing to show, and a teammate without that access can't put it right. If anything further is needed, the view says so on screen; that one is an admin action in Settings.

Having both CRMs at once

Connecting a CRM also extends what you can ask about: a question about something kept in your own CRM goes to your own CRM.

With both connected, a question could mean either. On the Internal or External screen she assumes you mean that one, and naming the connection points her straight to it either way; absent both, she asks. She keeps the two apart, and tells you which CRM a figure came from rather than merging them.

Switching it off

Switch a connected CRM off again where you connected it, and the External view and the ability to ask about that CRM go with it. The built-in CRM is unaffected.

Next: Activity history

See activity history for the built-in CRM's own record of who changed what, and when.