Overview
Scratchpad AI CRM Updates eliminate manual updates so your reps can focus on selling - not admin.
With just a few prompt configurations, you can automatically capture next steps, update fields, and improve data quality after every call - all while reinforcing your sales process and methodology.
→ First time using AI Agents? Start with call capture.
Set Up AI Prompts
Navigate to the Gear Icon in the bottom-left corner of your Scratchpad homepage, then click AI CRM Updates
Select the object you'd like to configure AI Prompts for, Opportunity fields or Account fields
Click + Add to select a field and create a new prompt
AI will automatically generate prompt details based on existing field data, which you can review and customize before saving:
Description: Provide details about the field to help the AI know what updates to look for
Update Behavior: Select whether to update this field manually or automatically
Output format: Describe how you want to see the update formatted, you'll only see this option when configuring a text field
Context: Choose between using the latest call or all calls for AI suggestions
Apply to: Select a set of users to run this prompt for
Conditions: Set conditions for when this prompt should be applied
To test your prompt, select a recorded call from the dropdown and click Run test
Once you've reached your desired output, click Save
Using AI Suggestions
AI Suggestions simplify keeping your CRM fields clean and accurate. With actionable and detailed updates taken directly from calls, your team can spend more time selling and less time updating.
AI Suggestions within Calls
When reviewing a call, click Field Updates under AI Suggestions to see all relevant suggestions.
Fields set to update automatically will display their auto-accepted suggestions at the bottom of the suggestions list.
AI Suggestions within Views or Tiles
The ✨ icon by a field within a View or Tile indicates that an AI Suggestion is available, click to view the suggestion and the source.
Taking Action
Accept
Replace with: Replaces the current field value with the suggested one
Prepend: Inserts the suggestion above the current value
Dismiss: Removes the suggestion
AI Notifications
Get AI-driven insights through Email or Slack DM. After each call, users receive a notification summarizing the conversation, highlighting key action items, and providing a quick link to view AI suggestions for follow-up.
Notifications also indicate how many suggestions were auto-accepted versus those awaiting review and approval.
Navigate to Settings in Scratchpad, then Calls
Under Notifications, toggle on Email and/or Slack (integrate Slack if prompted)
What do notifications look like?
What do notifications look like?
AI Backfill
AI Backfill helps teams enrich and standardize Salesforce data by generating AI-powered suggestions across multiple records - retroactively and at scale. With just a few clicks, you can backfill insights from months of past calls to bring your pipeline up to date.
Whether you're refining outdated fields, populating newly added ones, or rolling out a new sales process, AI Backfill uncovers valuable insights from past conversations and updates your Salesforce fields - improving data quality and saving hours of manual work.
Please note, only Scratchpad Admins can perform AI backfills.
Navigate to Views and open your desired Grid View
Click the ••• from the menu and select AI backfill
Configure your backfill settings
Field: Choose a field with an existing AI prompt
Run on: Choose whether to backfill all records or only empty fields
Update Behavior: Choose how suggestions should be applied (e.g., suggest only or auto-update)
Review the projected credit usage for the backfill
Click Run to begin
FAQ
Why are my AI Suggestions not populating?
AI Suggestions will only populate if your call is linked to an Account and/or Opportunity. Here's how we link automatically:
Gong Calls:
If Gong has an associated Account or Opportunity, Scratchpad will use that. If not, we apply steps 2 and 3 from the logic below.
Calendar-based Calls (Google or Outlook):
The calendar event includes an external participant who is a Salesforce contact
That contact is linked to an Account with an active Opportunity or listed in an Opportunity Contact Role
If no Opportunity is found, we link to the Account using external emails from the event
To manually link to an Account and/or Opportunity:
Navigate to Calls within your Scratchpad Navigation Bar
Select a call of your choice
Within Overview, you can link the Account under Call Details and link the Opportunity under Deal Info
Curious to learn more? Book time with a Product Specialist today!