CRM Lookup Function

{
  "name": "lookup_customer",
  "description": "Look up customer information from CRM. Use at the start of conversation to personalize, or when customer provides identifying information.",
  "parameters": {
    "type": "object",
    "properties": {
      "phone": {
        "type": "string",
        "description": "Customer phone number (from Caller ID)"
      },
      "email": {
        "type": "string",
        "description": "Customer email address"
      },
      "customer_id": {
        "type": "string",
        "description": "Customer account ID"
      }
    }
  }
}

// Implementation
async function lookup_customer({ phone, email, customer_id }) {
  const query = phone || email || customer_id;
  const customer = await crm.search(query);

  if (!customer) {
    return { found: false };
  }

  return {
    found: true,
    name: customer.name,
    salutation: customer.preferred_salutation,
    account_type: customer.tier,
    last_contact: customer.last_interaction,
    open_tickets: customer.open_issues.length,
    notes: customer.agent_notes
  };
}