Applies To
- Deal Agent
- Users
Frequently Asked Questions
Are automatic updates available for all sales methodology fields and opportunity fields?
There are three field exceptions to automatic updates: Economic Buyer and Champion fields for sales methodologies. These fields are prospect lookup fields and will require a user to manually select the new prospect record to update the field. In addition, for the Next Steps field, multiple updates may be provided based on different meetings held. Next Steps now supports accept, edit, and auto-accept, using the field's default Prepend update method so accepted updates are added to the field rather than replacing it.
When using the "accept update" workflow, will the new update overwrite the existing field value?
It depends on the field's configured update method. Fields set to Replace will have their existing value overwritten. Fields set to Append or Prepend (text fields only) will have the new content added after or before the existing value instead of overwriting it.
Can Append or Prepend be used for any field type?
No. Append and Prepend are supported for text fields only (one line, two lines, bullet points, short paragraph). Other field types, such as picklist, numeric, and percentage fields, use Replace.
What's the default update method for fields?
Replace, except for the Next Steps field, which defaults to Prepend. The Prepend default for Next Steps applies to existing customers as well as new ones.
Will new updates take into account the existing value of a field?
No, the recommended updates are derived from Kaia conversation intelligence and do not take into consideration the current value of a field.
What is the difference between configuring updates for Sales Methodology fields and configuring updates for all other opportunity fields?
Sales Methodology fields show up differently in the opportunity list view. There is a dedicated column for Methodology which will have your standard as well as custom methodology fields.
Are there any key limitations to the field types that can be updated?
Deal Agent supports manual acceptance and automatic updates for free-text fields (one line, two lines, bullet points, short paragraph), single-select picklist fields, numeric fields, and percentage fields. Reference fields, including Economic Buyer and Champion, require the user to manually select the prospect record from the prospect selector dropdown. Multi-select picklist fields aren't supported.
What happens if Deal Agent isn't confident about which picklist value to suggest?
Deal Agent only surfaces a suggestion when it has sufficient signal from deal activity. If confidence is low, no suggestion is shown, and the field is left for manual entry.
Does auto-update work the same way for picklist, numeric, and percentage fields as it does for text fields?
Yes. When auto-update is enabled for one of these field types, Deal Agent writes the suggested value automatically without requiring rep action, consistent with how auto-update works for free-text fields.
Can the new opportunity field updates with Deal Agent be added to the Sales Methodology section?
No, admins would have to create a custom sales methodology if they want to append their sales methodology.
How often is the Deal Summary updated?
It gets refreshed every 24 hours. Outreach checks when the summary was last generated and from that timestamp considers a 24-hour window.
What data inputs are looked at when generating the Deal Summary?
10 Kaia calls, 80 emails, and structured opportunity data like Amount, Close date, Stage, etc.
What's the refresh frequency for the Deal Summary compared to insights on individual fields?
The Deal Summary refreshes automatically approximately every 24 hours. Insights on individual fields don't follow a fixed schedule; they refresh when new qualifying activity is added to the opportunity. Recorded conversations (meetings and calls) are the strongest trigger, since they provide structured conversational data. Emails and other engagement can add context but are less likely on their own to trigger a full regeneration.
How do insights behave with a bidirectional Salesforce sync?
Outreach pushes the current state of an insight to Salesforce, not a running history. The Salesforce field reflects the latest generated insight and is generally overwritten on each sync rather than appended, unless your org has custom handling outside the standard setup.
What happens if a user manually edits an AI-generated insight?
Deal Agent treats insight fields as AI-managed, not permanent user-authored records, so a manual edit or note added to an insight can be overwritten when the insight next refreshes. To keep manual notes intact, add them to a dedicated note field, a custom field, or opportunity notes instead of an AI-managed insight field.
Can customers customize the prompts used for standard sales methodologies?
No, standard sales methodologies come with predefined prompts. If a customer would like to define their own prompts, they would need to leverage a custom sales methodology.
Are custom sales methodologies also surfaced in the "Methodology" tab of the deal slide-out?
Yes, a customer has only one dedicated "methodology" for their org which would be surfaced in the Methodology tab of the deal slide-out, regardless of whether it is a standard or custom sales methodology. If a customer wants the Deal Agent to provide updates for even more methodology-type fields, then those insights would show with the rest of the opportunity fields rather than in the Methodology tab of the deal slide-out.
Are AI-recommended updates limited to fields that are synced to CRM with bi-directional sync?
No, the Deal Agent can suggest updates for any field.
Is field-level governance considered when AI-recommended updates are suggested?
Yes. If a user's profile has no permission to edit a field, then the user will not be able to accept or edit the field.
Is there an audit log that tracks which field updates were automatically updated by Deal Agent?
Yes. In the Insights tab, we track whether a field was auto-updated by the Deal Agent versus by a user.
If an AI-recommended update gets rejected, does the Deal Agent remember what data was rejected?
No. If a new meeting takes place where "John Smith" is again discussed as being the Economic Buyer, then the Deal Agent would make this AI-recommended update again. This is the intended behavior, so that the Deal Agent can detect changes to your fields, such as your Economic Buyer leaving the company and being replaced by someone else.
Are we showing change indicators for all fields updated by the Deal Agent?
No. Unless Outreach has previously shown a change indicator for a field, like close date, the Deal Agent will not show change indicators for new fields.
Does the AI Deal Summary sync to CRM?
No.
Can I connect more than one Slack channel to an opportunity?
No. Each opportunity supports one connected Slack channel at a time.
Can I connect a private Slack channel to an opportunity?
No. Only public Slack channels are supported.
Can I act on a suggested update directly from a Teams notification?
No. Unlike Slack, Teams notifications don't support accepting, editing, or rejecting an update directly. Click View field in the notification to go to the opportunity in Outreach and take action there.
Will I receive multiple Teams notifications for the same update?
No. Teams notifications are sent only for newly detected updates from Kaia calls and don't repeat previously surfaced suggestions.
Additional Information
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