Using AI Chat
AI Chat transforms how users interact with Vault CRM by providing a conversational way to research, plan, and execute their daily activities. Instead of navigating through multiple screens, users can simply ask questions in natural language, and receive intelligent, context-aware answers powered by Vault AI.
AI Chat serves as the window into Veeva’s AI agents. Each agent is designed to assist with specific types of tasks — for example, pre-call planning or reviewing content — and AI Chat automatically routes each question to the most relevant agent. This unified entry point allows users to seamlessly access the full range of AI capabilities across Vault CRM without needing to know which agent to use or where to find it.
AI Chat requires an internet connection to process requests.
Who can use this feature?
- End Users — iPad
- Using AI Chat
- A Veeva AI license is required
Configuring AI Chat for
End Users
To configure this feature:
- Ensure Configuring Vault AI in CRM is complete.
-
Ensure users are granted the Vault AI Chat application permission in the Vault Platform.
- Navigate to Admin > Users & Groups > Permission Sets
- Select the appropriate permission set
- Select the Application tab
-
Select the Use Chat checkbox for the Vault AI Chat permission
While the Voice Agent and Media Agent are accessed through the AI Chat button, AI Chat configuration is not a requirement for access to those agents.
Optional Configuration
Admins can customize the text displayed as a salutation in the AI Chat window and the text displayed in the AI Chat input box.
- To change the salutation, customize the initial_salutation__v Veeva Message as detailed in Managing Vault Messages and Veeva Messages. The default message is “Hello! How can I help you?”
- To adjust the text displayed in the chat input box, customize the ask_veeva_ai__v Veeva Message as detailed in Managing Vault Messages and Veeva Messages. The default message is "Ask Veeva AI".
Using AI Chat as
End Users
Users can interact with the AI Chat to get context-aware assistance directly within the application.
AI Chat functionality is available for the following product areas:
-
Accounts
-
Calls
-
Media Tab
-
Home Page
The AI icon displays in the lower-right corner of screens where an AI agent is available. Because the AI Chat is context-aware, it understands where you are in the app and what data you can access. This allows it to route your question to the most relevant AI agent for your task.
The AI Chat is designed to assist with Vault CRM-related questions. If you ask something outside that scope, it will let you know that it can only respond to Vault CRM-related topics.
To open the AI Chat, select the AI icon. The chat window opens displaying a greeting message and is ready for your question.
If the user does not have internet access, they can continue to view the current conversation, but cannot send additional requests.
The current conversation remains available in AI Chat as long as the user is signed into Vault CRM, even if they open another application or perform a sync. The conversation is cleared if the user selects New Conversation or signs out of Vault CRM.
