The Bot fills in and corrects Contact and Company data during the conversation

Overview

During a conversation people routinely correct and complete their own details: "actually my email is a different one", "take down my tax ID for the invoice", "I moved to another city". Until now, the Bot could read the whole profile and correct nothing — somebody had to reread the conversation afterwards and retype it into the record.

The Bot now writes that data while it talks. There are six capabilities: three for the Contact and three for the Company.

Three guarantees hold it together: the Bot only records what the person just told it, the contact is always the one in this conversation (it cannot write onto somebody else's record), and every successful write leaves an audit note in the conversation.

Prerequisites

• Maestro enabled and a Bot configured on the inbox.
• An autonomy level set on the Bot — it decides whether the write runs straight away or waits for approval (see "Settings & options").
• The three Contact capabilities are built in: every Bot already has them, which is why they do not appear in the tool list to be ticked.
• The three Company ones are regular tools and must be ticked in the Bot's configuration: crm_org_update, crm_org_set_fiscal and crm_org_set_address.
• Also tick crm_list_organizations: that is how the Bot finds out which company to update. Without that lookup it cannot identify the record and writes nothing.
• The Companies module must be available on the account.

Step by step

1. Open the Bot configuration and confirm the autonomy mode.
2. In the tool list, tick the Company ones (crm_org_update, crm_org_set_fiscal, crm_org_set_address) and the crm_list_organizations lookup. The Contact ones are already on.
3. Save and work normally. When the person gives a detail — "note down my tax ID:…" — the Bot records it on the record.
4. In Hybrid (Require approval) mode the write is held and becomes an approval card in the Maestro panel, with a private note mentioning the assignee. Open it and choose Approve or Reject. In Autopilot it runs straight away.
5. Check the result on the contact profile (or the company record) and the audit note logged in the conversation.

Settings & options

Contact fields

The Bot chooses between the main address and the billing address from the context of the conversation. If the person explicitly says it is the invoicing address, have that said in the conversation — that is what drives the choice.

Company fields

Autonomy: there is no new switch

All six capabilities count as sensitive actions — exactly the same treatment as CRM, Calendar and Payments writes. That means:

There is no separate toggle just for contact data: what governs it is the Bot's autonomy level.

Use cases

• Issuing an invoice: the customer gives the tax ID and address mid-conversation, and the record comes out ready for billing.
• Closing a contract: the company's legal name and tax ID recorded on the spot, with nobody retyping them from the history later.
• Billing: email and phone corrected the moment the person says they changed — the payment link starts arriving in the right place.
• Delivery: a billing address kept separate from the main address.
• B2B qualification: the company's industry, size and lifecycle stage filled in from what the contact says, feeding segments and reports.

Tips, limits & best practices

• A stored document comes back masked — and the Bot refuses to rewrite it. A stored tax ID is returned on read as ***. If the Bot tried to "confirm" that masked value, it would overwrite the real document with a mask. So it refuses and asks the person for the document instead. The Bot only stores a document it has just heard in the conversation.
• A partial address is merged, never replaced. If the person gives only the city, the postal code and street already stored stay there. The same holds for every field: anything not said keeps its stored value. An incomplete answer never wipes a record.
• The contact is always the one in this conversation. The Bot cannot be pointed at somebody else's record — that is exactly how one customer's document would land on another's profile.
• The company, however, is found by lookup. If the account has two similarly named companies, ask the contact for the full name or the tax ID before requesting an update — the write lands on the record the Bot found.
• The audit note only appears when the action succeeded. If the write failed, there is no note claiming it was done.
• Start on Hybrid. Identity data is sensitive: review a few approvals before moving to Autopilot.

Troubleshooting

• "The Bot said it noted it down, but the field did not change": the mode is Hybrid and the action is held. Open the Maestro panel in the conversation and approve it.
• "The document was not saved": the value sent was masked (read from the record, not given by the person). Ask for the document in the conversation and record it again.
• "The Bot does not update the company": the Company tools are not ticked in the Bot configuration, or the crm_list_organizations lookup is missing so it cannot find the record.
• "The address came out incomplete": the Bot records only what was said. Ask for the missing parts — they are added to what already exists, wiping nothing.
• "It updated the wrong company": there was more than one record with a similar name. Fix it on the company record and, next time, confirm the full name or the tax ID first.
• "I want it to stop touching the record": use Copilot (nothing goes out without you) or untick the Company tools. The Contact ones follow the Bot's autonomy level.

See also

• Bot autonomy modes and human approval (HITL)
• Maestro tools per module and how to enable them
• Checking what the Bot claims before it is sent
• Contact fiscal data and address (tax ID, billing)
• Companies and contact linking