CRM Agent

How Sasha will build your CRM Agent, which looks after the customers and leads you already have, the way you would induct a new account assistant.

Status: in development. The CRM Agent template is built and tested, in Sasha 1.0.1557 and later. It stays in development until the first business runs one in Sasha. It needs a read-only connection to your customer list; some parts that this page describes come in later releases. The page says which.

The CRM Agent looks after the relationships you already have: your customers and your leads. You keep the oversight and the judgement. The agent takes the routine attention: a short note when a problem a customer hit is fixed, a check-in every few weeks, and a draft for you to send as yourself after your own work for a lead. Twice a week it tells you who needs you personally. It never sends a message: you copy each draft, send it, and mark it.

Finding new customers is not its job. That is the planned Sales Outreach Agent.

About the examples on this page. Northwind Advisory is an imaginary company: a small UK consultancy that also sells its Training as an online portal. Its customers here (Ana at Harbour Foods, Ben at Kestrel Retail, Dev at Contoso and others) are invented to show what Sasha builds. Your agent holds your own customers, rules and voice.

How it works - the business view

Sam, who runs Northwind, has more customers needing attention than he has time to follow up. He keeps the strategy and wants the courtesy contact delegated. He picks the CRM Agent in Agent Creator.
Sasha drafts the CRM Brief from what it already knows: who the customers and leads are, how to tell where each one is (a lead, new, active, paying or quiet), how often each kind should hear from Northwind, and how Sam writes.
Every morning the agent reads what happened: each customer's activity and problems, the fixes made overnight, their notes and complaints, Sam's own work for them, and what Northwind shipped.
Sasha's tested script decides who is due a message, and which kind. Never more than one message to one person in a week, and never to someone who said no.
The agent writes the drafts. A fix note or a check-in is short, personal and honest about being automatic. A draft for Sam is a short letter in his own voice.
On Monday and Thursday Sam gets the report: who needs him, which drafts wait, what was sent and who replied, and which customers asked about something Northwind just shipped.
Sam opens the Drafts list in the app, sends the drafts he agrees with from his own email, and marks each one Sent, Not sent or They replied. The next run counts it.

Why this is good business: the cost of a relationship is the attention it needs. The agent takes away the routine attention, not the judgement. Short, honest notes are read even by busy customers, and a customer who hears from you stays. Every message rests on a real event, so nothing is invented, and nothing reaches a customer unless a person sent it.

The story: a new account assistant joins the team

Imagine that Northwind hires an account assistant. On their first day, Sam explains the job:

"These are our customers and leads, and this is how I tell a new one from a quiet one."
"When we fix a problem someone hit, tell them. Every few weeks, check in. Never more than once a week."
"When I have done some work for a lead, draft my follow-up. I will send it myself."
"Write short and plain. Say it is automatic, and that a real person reads every reply."
"Never write to anyone who asked us not to. Never put card or bank details in anything."
"Tell me twice a week who needs me personally."

The CRM Agent is that new colleague, and Sasha runs the induction for you.

The CRM Brief, section by section

Every Sasha agent's brief has the same eight sections. These are the parts that are special to the CRM Agent.

3. What it reads

## 3. What it reads

**Customers** (required): the customer list, read-only, through
  four read tools: the customers, their activity, their notes
  and complaints, and the fixes made for them. Every answer
  says whether it is complete.
**Leads** (no portal account yet, so not in the customer list):
- ben@kestrel.example | Ben Ode | Kestrel Retail |
  Built a sample stock report | 2026-10-17
**Help articles** (optional): the Training help articles,
  a folder shared with the agent.
**Product history** (optional): what shipped, read-only.
  Evidence only, never quoted in a message.

A customer whose facts could not be read has stage "not read", never a guess, and gets no message. A list that comes back cut is never taken as the whole: the report says it was only partly read, and nobody is judged "quiet" until the whole list was read.

Your customer list holds only people with an account, so a lead (someone you know who has not signed up) is listed in the brief, with your latest work for them. That is how the agent knows to draft your follow-up.

4. How it judges

## 4. How it judges

**Stages** (in order, the first that matches wins)
- lead: has not signed up
- onboarding: signed up less than 14 days ago
- paying: has a paid plan
- active: signed in to the portal in the last 14 days
- quiet: no use for 14 days
**Pinned:** Ana Silva, paying (weekly attention)

**Check-ins:** onboarding every 14 days; active and paying
every 28 days; quiet once ("we missed you"), not a series.
**One message per person in 7 days**, across all kinds.
A fix note wins over everything else.
**Never write to:** anyone who opted out.

**Needs you** (at most 3): a paying customer with a failure
and a complaint; a draft for you that waits; a lead who went
quiet for 14 days after your work.

**CRM list** (shipped, no help article yet)
- Team sharing | share, team | added 2026-10-21

Sasha's script applies these rules. The AI writes the words, and only for the people the script finds due.

6. Who follows up

## 6. Who follows up

**Owner:** Sam Shah. Drafts for him are in his voice:
  short, warm, first names, no sales words.
**Every automatic note says:** "This note was written
  automatically, and a real person reads every reply."
**Report to:** sam@northwind.example

7. When it reports

## 7. When it reports

**Checks:** every day, 06:00 Europe/London
**Report:** Monday and Thursday (every day while we test it)
**Alert on another day:** a paying customer with a failure
  and a complaint on the same day
**Later, when messages can be sent:** Bcc to Sam,
  replies to Sam

The first report

This example is the real output of the agent's script on the Northwind example data, as it emails it.

CRM Agent, 22 Oct: 3 people need you, 3 drafts waiting

CRM Agent
Checked to 2026-10-21

3 people need you, 3 drafts waiting.

NEEDS YOU
- Ana Silva (paying)
  A paying customer with 2 failures and 1 complaint since the last report: Our weekly report did not arrive again
  Owner: Sam Shah.
  Tell Sasha: Show me what went wrong for Ana Silva since the last report, and draft a short note from me.
- Ben Ode (lead)
  A draft for you to send is waiting, after your work on 2026-10-17.
  Owner: Sam Shah.
  Tell Sasha: Show me the draft to Ben Ode in the CRM Agent's Drafts list.
- Gus Hale (lead)
  Quiet for 21 days since your work on 2026-10-01: Sam ran a workshop for Litware
  Owner: Sam Shah.
  Tell Sasha: Draft a short follow-up from me to Gus Hale, specific to my last work for them. Do not send it.

DRAFTS WAITING
- Dev Rao: fix note
  The export problem Dev raised is fixed and released
  Made 2026-10-21. The text is in the app; mark it Sent, Not sent or They replied there.
- Ben Ode: draft for you to send
  Sam built a sample report for Kestrel on 17 October
  Made 2026-10-21. The text is in the app; mark it Sent, Not sent or They replied there.
- Ana Silva: check-in
  A paying customer, no check-in yet
  Made 2026-10-21. The text is in the app; mark it Sent, Not sent or They replied there.
- About the fix notes
  A fix counts once it is released: done, with a release version. Nobody watched it work live.

SINCE THE LAST REPORT
- 0 messages sent, 1 replied, 0 active since our message
  Replied: Cara Lin.

ASKED ABOUT SOMETHING WE SHIPPED
- Cara Lin: Share a report with your team
  They asked: How do I share a report with my team?

WHAT IT COULD NOT READ
Everything was read.

MAKE THIS AGENT BETTER
Tell Sasha in chat what to add to the CRM Brief, for example a stage pin or a CRM list item.

A fix counts once it is released: the problem is marked done, with a release version. Nobody watched it work live, so the report says so beside every fix note. Only a problem the customer raised counts, never one only an agent hit.

The text of each draft stays in the app. This is the fix note to Dev, in the Drafts list:

To: dev@contoso.example
Subject: Your report export works again

Hello Dev,

You had trouble exporting your report this week. We fixed it
overnight and it works again now. If anything still looks
wrong, just reply.

This note was written automatically, and a real person reads
every reply.

Sam

[Sent]  [Not sent]  [They replied]

What Sasha checks before it keeps a draft

Sasha refuses a record that breaks one of these rules, and the agent must fix it:

a draft longer than 200 words;
a fix note or a check-in that does not say it is automatic and that a real person reads every reply;
a link that is not in the sources (a help article, a CRM list item or an event);
a draft to someone who opted out, or to an address that is not theirs;
card or bank details anywhere.

After the build: the work log

Each draft is a line in the agent's work log, and so is each mark you put on it. This is how the agent knows the last message to each person, and does not write again within the week.

2026-10-22 06:00  run       Started. Read: the customer list. Not read: none.
2026-10-22 06:02  drafted   Fix note to Dev Rao.
2026-10-22 06:02  drafted   Draft for Sam to send to Ben Ode.
2026-10-22 09:40  marked    Sam: Sent.

What is built and what is not

The CRM Agent is in development. The template is built and tested, in Sasha 1.0.1557 and later: the CRM Brief, the stages with their rules and pins, who is due which message, the one-message-a-week limit, who needs you, the match between what you shipped and who asked, the report on two days a week, the alert, and the Drafts list with its marks. To run it, a business needs a read-only connection to its customer list with the four reads this page describes. Not built yet: a board of every contact by stage, adding to the CRM list from any chat (until then, edit the brief), sending a message from Sasha (a later release lets an admin allow fix notes and check-ins to go alone, with a blind copy as the review), and reading replies from a shared inbox.