Every time a customer sends you an SMS or email, ShineCRM runs the message through the AI to look for actions worth taking. The AI does not act on its own. It writes suggestions to your Command Centre, and you decide whether to approve or reject each one.Documentation Index
Fetch the complete documentation index at: https://docs.shinecx.com/llms.txt
Use this file to discover all available pages before exploring further.
When it runs
Automatically, on every inbound SMS and inbound email that lands on one of your tracked numbers or addresses. No setup required.What the AI sees
For each inbound message, the AI is given:- The contact’s name, phone, email, and current pipeline stage
- The last 20 messages on that conversation (oldest first)
- Any pending or approved follow-ups already scheduled for the contact
- Your active AI instructions (the per-organization tuning text)
- Recent feedback you have left on past suggestions
What the AI can suggest
The AI returns a list of suggested actions. Each suggestion has an action type, the data needed to execute it, and a short reasoning line. The action types are:| Type | What it proposes |
|---|---|
create_followup | Schedule a new follow-up message at a specific time on a specific channel |
update_followup | Change the body, channel, or scheduled time of a pending follow-up |
cancel_followup | Cancel a pending follow-up that is no longer appropriate |
update_pipeline | Move the contact to a different pipeline stage |
How to review suggestions
Open Settings → Command Centre. Pending suggestions are grouped by contact. Each card shows:- The action the AI is proposing
- The reasoning
- Approve and reject buttons
Tuning the suggestions
The AI reads two things you can edit, in this order of priority:- AI instructions. Free-form text where you describe how your business works (“when a customer asks about pricing, suggest creating an estimate”, “we don’t book on Sundays”, etc.). Managed by ShineCRM and tunable on request.
- Past feedback. When you reject suggestions, the AI sees a sample of recent rejections on its next run and tries to avoid the same mistake.
What it cannot do
- Send a message on your behalf
- Change a contact, job, or invoice directly
- Look at attachments or images in the message
- See messages on conversations other than the one the inbound came in on