Connect your CRM: look up and update entries mid-call

Chapters

1. 0:00Let's connect SwiftKart's Order Support agent to its CRM, so it can look orders up and update them during a call.
2. 0:08Add a tool. Its name and a line on when to use it tell the model what it does.
3. 0:17The URL is your CRM's endpoint. The order ID the model fills in goes into it, and the agent says a short line while it waits.
4. 0:27The parameters are a JSON schema: here, the one order ID the agent must ask for.
5. 0:35A second tool writes back: when the caller corrects the address or asks for a call back, the agent updates the order in your CRM.
6. 0:43Save, and the agent can use both tools on its next call.
7. 0:49Now run the test that failed before. In a test, tools return the answer you set, so your CRM is never touched.
8. 1:01This time the agent looks the order up and gives the real delivery date. Next, send every call's results back to your CRM.