Connect your systems

Connecting your CRM for Living Memory

CRM data can help the Customer Agent recognize a customer across interactions. The available setup instructions here cover the Wise Agent integration; they do not describe a universal connection process for every CRM.

A CRM connection gives the Customer Agent information about the person and their relationship with your business, rather than treating each conversation as an isolated exchange. That information can support personalized interactions across the customer journey, while Living Memory keeps customer preferences and past interactions together.

How CRM data supports Living Memory

Living Memory helps the Customer Agent understand who it is talking to. It can bring together structured CRM-style details, such as preferences, lifecycle stage, tier, sentiment, and goals, with a running record of previous interactions.

CRM and customer data integrations can unite structured data and working memory. The customer’s data is private per customer, and the Customer Agent can use it to pick up where a previous interaction left off.

Living Memory and Living Context

Living Memory describes what the Customer Agent remembers about a customer, while Living Context describes the situation in which it is acting. CRM connectors can sync CRM data into Living Context, grounding conversations in business information such as lifecycle stage, account history, and ownership.

The exact data and setup steps depend on the integration. The documented Wise Agent connection is one example of CRM data flowing into Living Context.

Connect Wise Agent

Wise Agent is a premium connector for real estate professionals. It provides access to lead, client, and transaction data, which Living Context uses to inform conversations; signals identified on your website or product can also be routed to Wise Agent for the assigned representative.

To set it up:

  1. Open the Integrations tab in your Unless dashboard.
  2. Select Configure for the Wise Agent integration.
  3. In the popup, connect your Wise Agent account and set up the integration.

Wise Agent is charged as a premium connector. For other CRMs, consult that integration’s setup instructions, since the steps are not specified here.

Privacy and customer data

Living Memory runs through the Privacy Vault. Personal information is tokenized, memory stays in your account, and customers can request export or deletion at any time.

Connecting a CRM can help the Customer Agent carry useful context between interactions. Choose the relevant integration and use its documented setup process to connect the data it provides to the customer journey.