Customer meeting agent guide

Overview

User guide

Before you begin

[!IMPORTANT] - Role permission: You must have permission to use Customer Meeting Agent. - Feature permission: To use recording or online meetings, confirm that an administrator has enabled the related capability. - Data dependency: To generate meeting strategies or business context, confirm that the meeting is associated with an account, lead, or opportunity. - Meeting platform: To schedule or start an online meeting, confirm that your company meets the requirements of the selected meeting platform. For platform requirements, see “Online meeting platform requirements.”

Feature overview

[!NOTE] Customer Meeting Agent not only supports the meeting process. It also preserves meeting insights and raw meeting content. This content can be used in customer, opportunity, and lead diagnostics, as well as generated outputs such as sales weekly reports and customer briefs, so meeting information continues to support follow-up and business analysis.

Schedule meetings

Schedule a meeting on web

1. In the upper-right corner of the web page, click the Microphone icon.
2. On the AI Notes page, click Schedule Meeting.

1. In the scheduled meeting dialog, view the Video Meeting section.
2. Select a meeting platform from the available platforms.

1. Enter the meeting information.
2. Click Publish.

Schedule a meeting on mobile

1. On mobile, go to Calendar.
2. Tap New Event.
3. Enter the meeting subject, time, and participants.
4. Select meeting capabilities based on your business needs.
5. Save the event.

Expected result

• The system creates a ShareCRM event.
• The online meeting platform creates a scheduled meeting.
• The event displays entries to join the meeting quickly and copy meeting information.

Online meeting platform requirements

[!NOTE] ShareCRM currently integrates with Tencent Meeting, Feishu Meeting, ZOOM, and Teams Meeting. Tencent Meeting integration is subject to Tencent Meeting policies.

Generate meeting strategies

Steps

1. In ShareAgent, enter a question about the meeting strategy.
2. Add the account or opportunity name to complete the question context.
3. Submit the question.
4. View the meeting strategy summary generated by ShareAgent.

1. Open the web version of the meeting strategy to view the full agenda and question suggestions.

Example questions

• Generate a meeting strategy for an account.
• Create a meeting agenda and key questions for an opportunity.
• How should I discuss the next meeting for an opportunity?
• What might an account ask, and how should I prepare?

Expected result

• The system generates a meeting strategy based on business data diagnostic reports.
• The strategy includes historical context, goals for this meeting, meeting strategy, recommended agenda, interaction topics, and possible customer questions.
• You can continue to view or regenerate the meeting strategy during the meeting.

Start customer meetings

Start from AI Notes

1. On web, open AI Notes.
2. Select Recording or Online Meeting based on the meeting format.

1. Follow the page prompts to start the customer meeting.

Upload a file from AI Notes

1. On web, open AI Notes.
2. Click Upload File.
3. Select Upload Meeting File.

1. Follow the page prompts to select a local file and complete the upload.

Upload a meeting file from a manual sales record

1. On web, go to the new sales record page.
2. In the Interaction Transcript field, drag a meeting file or click the upload entry.

1. Add sales record content, interaction type, interaction scenario, associated account, and other information.
2. Click Publish or Save as Draft.

Start from ShareAgent

1. In ShareAgent, go to the customer meeting shortcut.
2. Select Recording or Online Meeting based on the meeting format.

1. Follow the page prompts to start the meeting.

Start from a business data detail page

1. On the account, lead, contact, or opportunity detail page, find the meeting entry.
2. Select Recording or Online Meeting based on terminal capabilities.

1. Follow the page prompts to start the meeting.

Start from a field visit

1. On mobile, go to the field visit window.
2. Tap the real-time recording action configured by an administrator.

1. Follow the page prompts to start recording.

[!NOTE] The field visit recording entry appears only after an administrator configures the field visit action.

Use in-meeting assistance

Suggested steps

1. After the meeting starts, view the business context generated by the system.

1. During the meeting, view the meeting strategy to confirm that the discussion stays aligned with the goals.

1. When the system identifies key signals, ask follow-up questions or confirm the information.

1. In the recording transcript, mark key content.
2. To save speaker information, bind speakers to contacts or employees.

View meeting summaries

View meeting snapshots

1. In the meeting record, open the meeting summary.
2. View the meeting snapshot.

1. Confirm that the key meeting points are complete.

Process possible tasks

1. In the meeting summary, view possible tasks extracted by the system.

1. Determine whether each task requires follow-up.
2. Convert confirmed tasks into ShareCRM tasks.
3. Continue closed-loop follow-up in the task.

View meeting details

1. In the meeting summary, open meeting details.
2. View the meeting transcript and key discussion information.

1. Edit meeting details as needed.
2. Download the summary or forward it to the customer.

View post-meeting insights

View attendee insights

1. In meeting insights, open Attendee Insights.
2. View customer speakers’ attitudes, concerns, and personality traits.

1. View internal employee professionalism evaluations and improvement suggestions.

1. Use the insights to create follow-up account strategies.

View requirement insights

1. In meeting insights, open Requirement Insights.
2. View customer requirements.

1. View the requirement priority assessment.
2. If the company knowledge base contains product materials or competitive comparisons, view your company’s fit assessment.

View recommended topic analysis

1. In meeting insights, open Recommended Topic Analysis.
2. View whether recommended topics were discussed.

1. View how sufficiently each topic was discussed.
2. Use the topic conclusions for account health, opportunity win-rate, or lead conversion diagnostics.

User validation

• Before the meeting, the system can generate meeting strategies and scheduled meeting events.
• During the meeting, the system can provide business context, meeting strategies, key signals, and recording transcripts.
• After the meeting, the system can generate meeting summaries, tasks, attendee insights, requirement insights, and recommended topic analysis.
• Post-meeting insights can support subsequent diagnostics for associated accounts, opportunities, or leads.

Administrator configuration guide

Before you begin

[!IMPORTANT] - Role requirement: You must have administrator permissions to configure roles, business feature permissions, and business rules. - Impact scope: Roles and business feature permissions determine whether employees can see and use Customer Meeting Agent. - Data dependency: Recommended topics depend on the sales topic library and interaction strategies. - Capability dependency: Recording, online meetings, and real-time translation may depend on related purchased or enabled services. - Platform dependency: To let employees schedule or start online meetings, confirm that Tencent Meeting, Feishu, ZOOM, or Teams Meeting requirements are met.

Configuration overview

Configure role authorization

Steps

1. On the role or permission configuration page, find the target employee.
2. Assign the Customer Interaction Agent role to the employee.

1. To let the employee use recording, enable recording permissions.
2. To let the employee use online meetings, enable online meeting permissions and confirm that your company meets the requirements of the selected online meeting platform.

1. Save the configuration.

Expected result

• The employee has permission to use Customer Meeting Agent.
• The employee can use recording or online meetings based on the granted capabilities.
• After the employee selects an online meeting platform that meets requirements, the employee can create and synchronize scheduled meetings.
• Entries for leads, accounts, contacts, and opportunities appear based on the authorization result.

Maintain recommended topics

Configuration path

1. Maintain the topic library.
2. Maintain interaction strategies.
3. Apply to historical data.

[!NOTE] If account or opportunity data already exists before an interaction strategy is created, apply the strategy to historical data.

Enable feature permissions

1. In business feature permissions, find Sales Topic Library.
2. Enable the sales topic library configuration capability for target employees.

1. In business feature permissions, find Interaction Strategy.
2. Enable the interaction strategy configuration capability for target employees.

1. Save the permission configuration.

Create a sales topic library

1. Go to Sales Topic Library.
2. Create a sales topic.
3. Maintain the topic name and topic content.

1. Save the sales topic.

Create an interaction strategy

1. Go to Interaction Strategy.
2. Create an interaction strategy.

1. Select account or opportunity object conditions.
2. Set the interaction strategy priority.
3. In Interaction Strategy Details, select topics from Sales Topic Library.
4. Define the sequence number for each topic.

1. Save the interaction strategy.

Strategy rules

• A company can create multiple interaction strategies.
• When an account or opportunity matches multiple strategies, the system uses the strategy with the highest priority.
• The smaller the priority number, the higher the priority.
• Interaction strategy details generate recommended topics by sequence number.

Expected result

• After a new account or opportunity matches interaction strategy conditions, the system generates corresponding recommended topics.
• Recommended topics can be included in meeting strategies to help employees prepare key discussion points.

Maintain the glossary

Configuration entry

1. Go to Setup > Business Rule Management > Glossary.

1. Create or open the target glossary.

Maintain terms

1. In the glossary, maintain Term Name.
2. Maintain Term Description as needed.

1. Save the glossary.

[!NOTE] Term Name is a key field. Term Description does not have a critical effect on technical processing.

Import glossary details

1. Prepare a local import file.
2. In the file, maintain the Term Name and Term Description columns.
3. On the glossary detail page, select local import.

1. Map the columns in the import file.
2. Submit the import.

Expected result

• After the session ends, the glossary corrects stored text.
• After the full interaction process finishes, the system refreshes the content in interaction transcripts.

Notes

• The glossary does not take effect during real-time recording.
• The system calls only the glossary with the latest Modified On value.
• For a single glossary, the system calls only the 200 terms with the latest Modified On values.

Configure Agent business feature entries

Steps

1. Go to the target Agent.
2. Edit Agent shortcut features.

1. Add common customer meeting entries.
2. Save the configuration.

Expected result

• Employees can see common customer meeting entries in Agent.
• Employees can quickly start recordings or online meetings from Agent.

Define field visit real-time recording actions

Steps

1. On web, go to the field visit action settings page.
2. Create a New Fieldwork action.
3. In feature type, select Real-time Voice.

1. Save the field visit action.

Expected result

• Employees can see the recording entry in the mobile field visit window.
• Employees can quickly start real-time recording from the field visit window.

Administrator validation

1. Log in with an authorized employee account.
2. Confirm that the employee can see the Customer Meeting Agent entry.
3. On lead, account, contact, or opportunity detail pages, confirm that recording or online meeting entries appear according to permissions.
4. Select an online meeting platform that meets requirements. Schedule a test meeting, and confirm that the event and scheduled meeting are generated correctly.
5. Create an account or opportunity that matches interaction strategy conditions, and confirm that the system generates recommended topics.
6. Start a test recording, and confirm that the glossary corrects the transcript after the meeting.
7. In Agent or the field visit window, confirm that common customer meeting entries or real-time recording actions appear.

Notes

• Tencent Meeting Personal edition does not support this integration. Use Enterprise, Business, or Education edition.
• For Feishu, an administrator must complete account binding in the ShareCRM connector. To access Feishu Minutes, use a Feishu enterprise account authorized by an administrator.
• ZOOM currently has no additional requirements.
• Teams Meeting requires Microsoft enterprise edition.
• The glossary does not affect temporary transcription results during real-time recording.
• The glossary has call scope limits. Maintain high-frequency and key business terms first.
• The smaller the interaction strategy priority number, the higher the priority.
• The field visit recording entry appears only after an administrator completes field visit action configuration.