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CRM-Conversation Linking

Description

Creates and maintains a bi-directional link between a platform conversation record and the corresponding CRM entity — contact, case, opportunity, or account. Ensures that conversation metadata and transcripts are accessible directly from the CRM record.

Canonical use case

After a call closes, the system automatically attaches the conversation ID and summary to the open case in Dynamics 365, so the next agent who opens the case sees the full interaction history.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing