Workbooks AI

Workbooks AI brings AI into the CRM your team already uses. It works with your live Workbooks records and your own business knowledge, so it can answer questions, take care of routine admin and help your users take the right next step, all without leaving Workbooks.

The aim is to reduce admin and improve productivity. Rather than a generic assistant, Workbooks AI can be shaped around your organization, your processes and your terminology. It also respects your existing security: it only ever sees and does what each user is already allowed to see and do.

What’s included in Workbooks AI

• Workbooks AI Chat: ask questions in plain English, either about the record you’re looking at or about your data more broadly.
• Agents: reusable instructions that handle a specific task the same way every time, such as summarizing a meeting, reviewing an opportunity or researching a new lead. Users can run them from a record, or they can run automatically through a scripted process in your database.
• Workbooks Scribe: a meeting bot that joins your online meetings, transcribes them and saves the transcript back to the meeting record in Workbooks.
• MCP server: connect an external AI assistant, such as Claude or ChatGPT, to your Workbooks data.

Licensing and credits

Each user who uses Workbooks AI needs a Workbooks AI license, including users who connect an external AI assistant through MCP.

Workbooks AI usage is measured in credits. Each license adds a monthly credit allowance to a shared pool for your account, and every user draws from that pool. This means heavier users can use the credits that lighter users don’t need. Administrators stay in control by setting a credit allowance for each user, so no one person uses up the pool. If you need more, extra credits can be added to the shared pool, and the more you buy at once, the less each credit costs.

How many credits a task uses depends on how much the AI has to reason. A simple question about a single record uses very few, while more complex work, such as building a report, uses more. For tips on making the most of your credits, see Workbooks AI Overview.

Which should I use?

Each part of Workbooks AI suits a different kind of task. As a rule of thumb, start with Chat. If you find yourself asking for the same thing in the same way, turn it into an Agent. If that task should happen without anyone asking, automate the Agent. For big analysis across lots of records, or work that combines Workbooks data with other sources, use MCP.

Workbooks AI Chat / Tab

Workbooks AI is available on most records as an additional tab. On a record, Workbooks AI is context-aware and focused on that single record: it has access to the record’s fields and related records, and its answers reference this data directly.

Because it’s tied to the record, it can also carry out record-specific actions, such as opening the record, drafting emails pre-filled with the record’s details or showing related contacts, and its answers include the record’s object references and links.

You can also open Workbooks AI from the lightning bolt button in the toolbar, next to Comments:

This opens the chat within the Main view:

Opened this way, Workbooks AI isn’t tied to a single record unless you open or reference one. It’s better suited to free-form questions, process guidance, running reports or tasks that span several records. It can still run searches and reports, but you’ll normally need to tell it which record or filter to use.

Agents

Agents are pre-written instructions for Workbooks AI that carry out a specific task the same way every time, such as producing meeting minutes, reviewing an opportunity for missing information or creating a Statement of Work. They appear in the Workbooks AI chat on the records they’ve been set up for, so users can run them with a single click. Agents can also run automatically through a scripted process in your database, for example to assess each new lead as it arrives.

Workbooks provides a library of ready-made Agents that work out of the box:

• Research Agent: researches organizations and people online, matches them against your Ideal Customer Profile and updates the records in Workbooks.
• Email Agent: creates tailored emails based on the context of the record.
• Sales Hygiene: reviews all aspects of a sales opportunity, identifies missing or mismatched fields and updates the record for you.
• Sales Coach: recommends next steps and suggests relevant case studies and customer references, based on your sales playbook.
• Call Coach: analyzes call sentiment, provides feedback and recommends improvements.
• Project Scope Generator: reads your CRM data to generate a complete Scope of Work, covering objectives, deliverables, requirements and timelines.
• Project Health: tracks progress across project and CRM activity, flagging early signs of delay, scope creep and disengagement.
• Service Coach: suggests clear, actionable next steps based on previous cases, Knowledge Base articles and SLAs.

You can adapt these Agents or create your own to suit your processes. For more information, see Workbooks AI Agents.

Workbooks Scribe

Workbooks Scribe is a meeting bot that joins your online meetings on Microsoft Teams, Zoom, Google Meet and RingCentral. It records and transcribes the meeting, then saves the transcript back to the meeting record in Workbooks, listing out each speaker’s name. Once it’s admitted to the call, it joins, records and leaves on its own, so there’s nothing to manage during the meeting.

Because the transcript is saved on the meeting record, your Agents can work with it, for example to write up a summary, assess the sentiment of the call or suggest next steps.

Each Workbooks AI license includes 20 hours of Scribe recording per month.

Adding Scribe to a meeting

There are three ways to add Scribe to a meeting:

• From the Meeting record in Workbooks: click Scribe at the top of the record, add the online meeting URL and choose when you’d like Workbooks Scribe to join, or ask it to join immediately.
• From Outlook, using the Mail Sync Add-in: click Scribe and Save when creating or updating a meeting. For more information on this method, please see ‘Managing Meetings with the Mail Sync Add-in‘.
• Using your Email Dropbox: invite your Email Dropbox address to the meeting in Microsoft Teams. For more information on the Dropbox, see ‘Email Dropbox‘.

Access from External AI Systems (MCP)

Workbooks includes an MCP (Model Context Protocol) server, so you can connect an external AI assistant, such as Claude or ChatGPT, to your live Workbooks data. Through MCP, the assistant can search and read records, run reports, create or update records and run your Workbooks AI Agents, always within the permissions of the Workbooks user who connected it.

MCP is a good fit for bigger questions and one-off bulk jobs, particularly when you want to combine Workbooks data with other information your assistant has access to.

For setup steps, examples and details on permissions, see Workbooks AI MCP Server.

Configuring Workbooks AI

Administrators can configure Workbooks AI under Start > Configuration > Workbooks AI. For details, see:

• Workbooks AI Overview: AI usage across your database, and credits
• Workbooks AI Settings: Business Information, Business Glossary and other Guides
• Workbooks AI Agents: creating and configuring Agents
• Workbooks AI Tools: the actions Workbooks AI can carry out
• Workbooks AI Reports: reports that give Workbooks AI access to your data
• Workbooks AI Guides: the reference documents your AI Agents read before they start work

If you’re setting up Workbooks AI for the first time, start with Getting Started with Workbooks AI.