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. For each new contact: conv_start_conversation → conv_send_message with the welcome text.
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 — open conversations + send

For each new contact:

{
  "name": "conv_start_conversation",
  "arguments": {
    "channelId": "<emailChannelId>",
    "contactId": "<contactId>",
    "subject": "Welcome to <campaign> — quick intro"
  }
}

Then send the welcome message:

{
  "name": "conv_send_message",
  "arguments": {
    "conversationId": "<convId>",
    "body": "Hi <name>,\n\nThanks for joining the spring webinar. ...\n\n— <sender>"
  }
}

Personalize using the contact's data (name, company, the topic they engaged with — read the AI summary from step 1).

conv_send_message enqueues outbound delivery; the email goes out within seconds via the OutboundDeliveryWorker. If the SMTP creds fail, the worker will retry with backoff and eventually mark the message dead. Watch for delivery failure webhooks (conversation.message.delivery_failed) on the customer's side.

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. Bot continues the conversation

If you have an AI bot replying autonomously, it can keep using conv_send_message. 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 conv_send_message succeeds. If sending fails, the activity row claims an email was sent that wasn't. Order matters.
• 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 skip the conv_start_conversation step and try to conv_send_message cold. conversationId is required for sends; the start call is what gives you one.

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.