Smart Prompt is built with a gpt-3 AI model for this integration.

*ChatGPT is OpenAI's conversational bot that generates human-like responses to different types of manual prompts and queries. Its natural language processing capabilities enable it to understand the context and intent of your queries, interpret writing styles, translate content, and generate on-demand responses. Read more about ChatGPT here.

Introducing Smart prompt

Availability

Smart Prompt is available for all organizations in Enterprise and Ultimate editions of CRM in the US, EU, IN, and AU DCs.

How does it work?

What can you achieve using Smart Prompt: Business Scenarios

1. Knowledge management: On-demand and supplementary information about a prospect or a customer is an added advantage when you are on the run. In addition to what you know about them, you can rely on Smart Prompt to fetch more information with a click of a button. You can learn more about their company, what they offer, evaluate their business bandwidth, and so on before making a pitch. This extensive knowledge will help solidify business-customer communication and relationships.
   
   
2. Customer Correspondence: You rely on emails for a major part of your correspondence. This is where you exchange requirements and offerings, and it's what you use to send signed agreements with your customers. In all those communications, you need to stay on point with your vocabulary and be succinct in your message. This is where you can use Smart Prompts. As you compose an email, you can choose to rephrase your sentences, explore a product/ feature mentioned in the email thread, enhance your vocabulary, or seek more conversational assistance.
   
   
3. Productivity management: Storing vital, useful, and preferential information as notes is an effective productivity hack. It acts as a reference point to discuss further requirements and process business offerings—which is why it's it's important to make sure those notes are extra clear. Smart prompts can help you extract data points from your on-the-go notes as points so that you can look at the deconstructed takeaways. You can also rephrase or ask Smart Prompt to summarize.
   
   
4. Campaign assistance: To attract and nurture quality leads, you need powerful and effective marketing messaging that is smart and relevant to the campaign. Using Smart Prompts, you can draft email templates with the desired writing style and text length. You can determine if you'd like for your message to sound professional, casual, humorous, descriptive, narrative, or sarcastic, as well as whether you'd like the length of your text to be short, long, or medium.
   

Working with Smart Prompt

You can identify Zia's Smart Prompt using this icon:   , in the following places within Zoho CRM.

1. Inside record details page
1. Near field values
   
   
2. In places with descriptive texts
   
1. Email console - before composing
   
   
2. Email console - after composing
   
   
3. Email replies
   
4. Templates
   
5. Notes
   

Notes:

1. Smart Prompt is available only for the standard CRM modules.
   
2. The generative responses are coming in from ChatGPT's training data. The accuracy, consistency, and relevance of the response are subjective to the type of prompts and the data available in its training set.
   
3. ChatGPT doesn't respond to prompts about personal information.

Smart Prompt and data security and privacy-  How is it handled?

At Zoho, data security and privacy are of paramount importance. We understand our responsibility when it comes to customer data management. The following points will explain how we ensured data security and privacy in this collaboration.

Compliance with GDPR and HIPAA 

Zoho CRM is compliant with GDPR and HIPAA guidelines. That said, as a data processor, we do not record or process your information without consent. However, as an administrator, you can moderate your preferences and choose to stop processing data, raise data delete requests, and restrict data access through API from our GDPR settings. Click here to learn more about GDPR in Zoho CRM.

As for HIPAA, Smart Prompt is not available for fields with health information and neither Zia nor ChatGPT can identify those fields that are PHI encrypted. Click here to learn more about HIPAA compliance in Zoho CRM.

Handling of business emails
For emails, Smart Prompt can suggest new email content, rephrase, refine, or translate existing content, enhance vocabulary, and make data points, amongst other possibilities. However, Smart Prompt will not consider the entire email thread to perform these activities. This means

1. Smart Prompt cannot read your data unless prompted.
   
2. Zia/ Zoho CRM will process only the content in composer, thereby masking the context of the correspondence. If the current information is sensitive, we suggest users use their discretion to try smart prompts on such occasions.
   
3. No recipient information (to/cc/bcc) is subjected to OpenAI for processing.
   
4. Your attachments are not crawled by either of the bots to process/ generate responses.
   
5. Your email content suggestions in the Smart Prompt window, once copied/ replaced to the compose window, will not be stored.
   
6. For security purposes, we have not enabled Zia to fetch auto-fillable information from the record into the email window in this beta release (May 2023).

Handling record information

1. To curtail context derivation, Smart Prompt will not analyze/ process/ summarize your entire record information/ notes. You can only understand your record field-by-field (i.e.) you can only try Smart Prompt on fields one at a time, individually.
   
2. Smart Prompt is not available for fields with personal and sensitive information. It is also not available for PHI-encrypted fields.
   
3. Only the generic field types like company, industry, and so on, are subjected to processing. Personal or protected information is not used for processing. Refer to the below table to learn the fields for which Smart Prompts will be available. 

Data disclosure:

Here is a list of fields that are subjected to Open AI's processing, one at a time.

Modules	Fields subjected to OpenAIs processing
Leads	Company, Industry, Website
Contacts	Account Name, Vendor Name
Accounts	Account Name, Website, Industry
Deals	Account Name
Tasks	Subject
Calls	Call Agenda, Subject
Quotes	Subject, Terms and Conditions, Account Name
Products	Vendor Name
Sales Orders	Subject, Terms and Conditions, Account Name
Vendors	Vendor Name, Website
Cases	Subject, Internal Comment, Account Name, Solution
Solutions	Questions, Answer
Appointments	Additional Information

For more information on our privacy commitment, click here.

1. Go to Setup (⚙) > Zia > Smart Prompts.
   
   
2. In the Smart Prompt page, toggle the Prompts Suggestion option.
   
3. Provide the alphanumeric API key obtained from ChatGPT, to connect with Zoho CRM.
   
   To obtain the secret key, click here.

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See also: Frequently Asked Questions on Zia's Smart Prompt