Configuring CRM skills for your agent
Updated June 14, 2026
When CRM skills appear
CRM skills are visible only when a CRM integration is both configured and active (Salesforce, HubSpot, Klaviyo, Optimove, Mailchimp, or Customer.io). Deactivating the CRM removes them from the Skills view.
Get Customer Attributes
Available for all CRM providers. The agent calls this on demand to fetch the customer's profile attributes (loyalty tier, lifetime value, country, etc.). Results are cached on the conversation so subsequent messages reuse the data without extra API calls.
- Attribute filter — expand the row to add specific attribute names to an allowlist. By default all attributes are passed; adding entries limits what is included, reducing noise and context size.
- Enable / Disable — toggle the skill on or off without removing it.
- Tool description — expand the row to set a custom description that overrides the default instructions for when the agent should call this skill.
Get Recent Campaigns & Promotions (Optimove only)
Available only when Optimove is the active CRM. Retrieves the campaigns and promotions sent to a specific customer over a configurable recent window — including channels, target group, and any promo codes or promotion names. Every campaign returned was sent to the customer; the agent is informed of this explicitly.
- Days — set the lookback window (7, 14, or 30 days) using the dropdown on the skill row.
- Enable / Disable — toggle independently of Get Customer Attributes.
- Tool description — expand the row to override the default description.