Should you have an active CRM synched to Exceed.ai, on top of the fields syncing, Exceed.ai also logs the Email & SMS to your CRM.
It captures both outgoing messages and contacts' replies.
Here are a few examples:
On Salesforce, messages would be logged as Tasks, based on the Assigned Rep user. Meetings as an Event type
On Hubspot, emails would be logged as an email type and meetings as a Meeting type
Chats aren't being logged so you'll have the option to choose which fields to sync via the fields mapping in your integration settings.
Looks for the Chat Fields section under the left dropdown:
More information can be found here: How to sync information collected on chat back to the CRM?
Have additional questions? Feel free to contact us via the Customer Care Communications Portal