Customer acquisition (CRM + Conv)

Cross-module workflow: a marketing list of leads needs to land in the CRM and receive a personalized first email through a conversation channel — with the right activity log so the sales team can see what happened.

This is a playbook — it composes per-module skills rather than reproducing them. Read the linked skills before executing.

TL;DR

1. Import the leads with skill://crm/import-and-score-leads.
2. Confirm the email channel exists (skill://conv/setup-email-channel if not).
3. Draft the first touch as an outreach proposal (skill://outreach/draft-first-touch-email) and let the operator approve it — approval is what opens the conversation and sends.
4. Log the activity on the contact (crm_log_activity, type email).
5. If the contact replies, route per skill://conv/escalate-to-human.

Prerequisites

Before this playbook works:

• A pipeline exists (crm_list_pipelines returns at least one).
• An email channel is set up and tested (conv_list_channels shows it active: true).

If either is missing, run the per-module skill first.

Step 1 — import the lead list

Follow skill://crm/import-and-score-leads end-to-end. After it completes you have:

• N new contacts (some skipped as duplicates), each tagged with the import source.
• A deal per qualified lead, in the first stage of the chosen pipeline.
• AI summaries on contacts and deals.

Capture the list of created contact ids — you'll iterate over them in step 3. Note that crm_bulk_create_contacts returns counts only, not ids; pull the new ones via:

{ "name": "crm_list_contacts", "arguments": { "tag": "<your-import-tag>", "limit": 200 } }

Step 2 — pick the email channel

{ "name": "conv_list_channels", "arguments": {} }

Pick the channel whose fromAddress matches the campaign (e.g. a sales-from address, not a support one). If it doesn't exist yet, follow skill://conv/setup-email-channel.

Step 3 — draft the first touch, and let a human approve it

There is no tool that opens a conversation. Conversations exist because someone wrote to you, or because an approved outreach proposal created one. Cold outbound therefore runs through the outreach module, which is propose-only on purpose: a curator drafts, the operator approves, and the approval is what sends.

Point a segment at the leads you just imported and create the campaign:

{
  "name": "crm_create_segment",
  "arguments": {
    "name": "<campaign> leads",
    "filter": { "tagsAll": ["<your-import-tag>"] }
  }
}

{
  "name": "outreach_create_campaign",
  "arguments": {
    "name": "<campaign>",
    "brief": "One paragraph on who these people are and why we are writing — the curator personalises from this.",
    "segmentId": "<segmentId>",
    "channelId": "<emailChannelId>"
  }
}

New campaigns come back enabled: false, so nothing can go out while you are still editing the brief. Flip it on with outreach_update_campaign when the brief reads right.

Then draft, following skill://outreach/draft-first-touch-email end-to-end: it materialises the segment through crm_list_contacts_in_segment (which enforces the suppression and consent floor), dedupes per contact, grounds the copy in the KB, and files one outreach_propose_first_touch draft per contact. Stop there — drafting is the whole of the curator's job.

The operator reviews the queue per skill://outreach/review-proposals and approves each draft with outreach_approve_proposal({ id, fingerprint }). That call creates the outbound conversation, sends on the campaign's channel with the CTA and unsubscribe footer, and returns conversationId and sentMessageId. Use that conversationId in step 4 — it does not exist before the approval.

Step 4 — log the touchpoint on the contact

{
  "name": "crm_log_activity",
  "arguments": {
    "type": "email",
    "subject": "Welcome email — <campaign>",
    "body": "Sent personalized welcome referencing webinar attendance.",
    "contactId": "<contactId>",
    "metadata": { "conversationId": "<convId>", "campaign": "<campaign>" }
  }
}

Setting contactId bumps the contact's lastContactedAt. The conversation thread becomes discoverable from both the conversation timeline and the CRM activity timeline.

Step 5 — handle replies

If a contact replies (inbound email), Munin posts an inbound message to the conversation. Two paths:

A. Draft the reply for review

A conversation an approved proposal created is always set to draft_only, whatever the channel default says — a prospect never receives an unreviewed reply. So the agent drafts and the operator approves, same as the first touch: follow skill://outreach/draft-reply-email, which files the draft with outreach_propose_reply on the existing conversation. Update the AI summary on each meaningful exchange:

{
  "name": "crm_set_ai_summary",
  "arguments": {
    "entityType": "contact",
    "id": "<contactId>",
    "summary": "Replied to welcome email asking about pricing for 50 seats. High intent.",
    "nextAction": "Send pricing PDF + propose 30-min call."
  }
}

B. Hand off to a human

When intent signals fire (specific keywords, sentiment, "talk to a human"), follow skill://conv/escalate-to-human. The bot subscribes to conversation.message.sent and yields when a Munin user replies. On handoff, also advance the deal stage via skill://crm/progress-deal-through-pipeline.

What NOT to do

• Don't blast the welcome from one fixed template. Personalize via the AI summary — leads notice. The cheap shortcut here destroys campaign performance.
• Don't log the activity before the proposal reports status: "sent". An approval with a future send time comes back approved with a scheduledSendAt and has not left the building yet; logging then claims an email was sent that wasn't.
• Don't loop without checking compliance. Re-confirm the source had explicit opt-in before sending bulk outbound. Trace it back to the source you imported from.
• Don't try to reach a lead with conv_send_message. It requires a conversationId, and nothing in the tool surface mints one for a person who hasn't written to you. A cold message that bypasses the proposal queue also bypasses the approval, the suppression re-check and the unsubscribe footer — that is the whole point of routing it through outreach.

Related

• skill://crm/import-and-score-leads — the import side.
• skill://conv/setup-email-channel — channel prereq.
• skill://conv/escalate-to-human — when a human takes over.
• skill://crm/progress-deal-through-pipeline — once a reply is real intent.
• skill://analytics/identify-visitors — to see what a contact did on the site after your email, link their signed email to the tracker.