By connecting Zoho CRM, your agent can **sync leads and deals** from your conversations with your Zoho CRM account, and you gain tools so the agent can **look up and write to Zoho while chatting** with a customer — for example, checking whether a contact with that email already exists before creating a duplicate one. This integration activates two independent surfaces, explained in detail in sections 5 and 7: - **Three panel actions** (section 5) — things that happen in the background when something occurs on your Platform: a new lead, a stage change, a resolved conversation. - **Eight AI agent tools** (section 7) — operations the agent can invoke on its own during a conversation (search, create or update contacts and deals, add notes). Both surfaces are born **off** until you turn them on — nothing syncs and the agent doesn't touch Zoho until you decide so.