What grounding means
Grounding means AI answers should be tied to available CRM records, timeline events, help articles, and user permissions instead of unsupported guesses.
Common grounding sources
- Contact or lead fields.
- Emails synced to Inbox.
- SMS threads and opt-out states.
- Calls, recordings, transcripts, and AI summaries.
- Meetings, tasks, notes, and timeline activity.
- Deals, listings, forms, cadences, campaigns, and pipeline stages.
- Public help articles from the docs site.
Permission boundaries
- AI should only use records the user has permission to access.
- Deleted or trashed records should not be treated as active records.
- Private drafts and disconnected integrations may be unavailable.
- Admin-only billing, logs, and settings may be hidden from reps.
Improve answer quality
- Keep records assigned and stages current.
- Log calls, meetings, and important notes.
- Connect email, calendar, and Phone & SMS where relevant.
- Fix missing email and phone fields.
- Use source links to verify high-impact recommendations.