Hello everyone,

I have a question regarding the use of Zia in Zoho Desk in combination with CRM data.

Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses for tickets?

More specifically, I would like to understand whether it is possible to include not only standard fields or notes, but truly all relevant information from the CRM, such as:

• Activities and history

• Images

• Documents and other attachments

• Custom fields

• Internal comments

Is there a native way to achieve this within Zoho (for example via integrations, Zia configuration, or workflows)?

Additionally, how can we exclude certain context or sensitive information from being used by Zia, especially if that information should not be visible or accessible to customers?

If anyone has implemented a similar setup, I would really appreciate any best practices or real-world experiences.

Thank you in advance!