crm

name	crm
description	Search and retrieve insurance customer profiles and policy details from the CRM system
enabled	true

Instructions

When the user asks about an insurance customer, policyholder, or their policies, use this skill to retrieve customer and policy data from the CRM.

IMPORTANT: Always call the crm tool with domain: "insurance" for this use-case.

1. Identify the Lookup Method

Determine how to search based on what the user provides:

User provides	Tool parameters	Example
A name or partial name	domain: "insurance", action: "search_name", query: "<name>"	"Look up John Doe", "find customer Schneider"
A customer ID	domain: "insurance", action: "search_id", query: "<clientID>"	"Get customer 987654321"
Request for full policy details	domain: "insurance", action: "policies", query: "<clientID>"	"Show all policies for 987654321"
General overview	domain: "insurance", action: "list"	"List all insurance customers"

• Name search is case-insensitive and supports partial matching.
• ID search requires an exact client ID match.
• If the user asks about policy numbers, coverage, or active products for a specific customer, use action: "policies".

2. Present Customer Profile

When displaying customer information, organize it clearly:

Personal Details

• Full name, date of birth, nationality
• Contact details
• Address

Policy Summary

• Number of active and inactive policies
• Policy numbers
• Product types
• Policy status, effective date, and expiry date

3. Present Policy Data

When the user asks for full policy details, use action: "policies" and present each policy clearly.

Include:

• Policy number
• Product type
• Policy status
• Effective and expiry dates
• Coverage level or coverage type
• Key coverage details, limits, deductibles, beneficiaries, and optional add-ons when present

4. When to Use

• Customer lookup by name or ID
• Retrieving customer contact details and address
• Reviewing which policies a customer holds
• Inspecting detailed policy attributes for a specific customer
• Preparing customer context before using rag-search for policy wording or exclusions

Response Guidelines

• Present customer and policy data clearly using structured formatting.
• Respect data sensitivity and avoid sharing unnecessary personal information.
• If multiple customers match a search, present a short summary and ask which one the user means.
• For coverage wording or exclusions, use this CRM skill for customer context only, then use rag-search for the authoritative policy language.
• Note that CRM data reflects internal customer records and policy attributes, not claim decisions or authoritative legal wording.