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About this guide
This guide covers all areas of the Faye Sugar Messaging product that relate to setup and general administration. It is intended to be used by the CRM admin responsible for setting up or managing the Sugar Messaging product for their company.
You may also be interested in our Sugar Messaging Users' Guide for information on how your users within your organisation can leverage the benefits of the Sugar Messaging product while working within Sugar.
Before you get started
In order to complete the set up of your Sugar Messaging in your SugarCRM instance you’ll need to have the following:
Admin level login info for the target SugarCRM
A telephony plan with associated SMS numbers (see supported providers)
Faye Sugar Messaging plugin for Sugar (zip file)
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The Faye Sugar Messaging plugin for Sugar will be provided to you by FayeBSG. If you have not yet received these contact support@fayebsg.com. |
Set up of the Sugar Messaging product will require changes in your SugarCRM instance and possibly some configuration changes in your supported telephony platform. This guide will focus on the changes and configuration of your SugarCRM.
Supported Providers
At the time of this documents writing Sugar Messaging supports the following telephony providers:
YTel
Twilio
ADD MORE HERE
SugarCRM Configuration
This section covers the installation of the Sugar Messaging plugin for SugarCRM and how to configure and administer access to SMS numbers to users within Sugar.
1. Installing the Sugar Messaging plugin for SugarCRM
Log in to Sugar as a user with a User Type of System Administrator User.
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You will be presented information about the End User License and Readme file. After reading the License, press the Accept option followed by pressing the Commit button.
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After completing the install, return The Sugar Messaging product has now been installed in your SugarCRM and is ready for you to begin the configurations steps that we will cover next.
Configure Sugar Messaging
With the Sugar Messaging plugin installed we can begin the configuration of the tool. This step some basic compatibility checks, entering your license key and setting some important configuration choices. Lets get into it!
Return to the Administration page again. On the Administration page, scroll to find the Sugar Messaging section.
Select Sugar Messaging Configuration
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Sugar Messaging Configuration
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Follow the on-screen prompts and resolve any errors that may be discovered.
The Sugar Messaging Configuration area steps you through 3 sections, you can return here to update your configuration choices at any time:
Pre-Checks: This Page outlines the 4 essential network and server settings that Sugar Messaging needs to function properly. Provided everything is good you can click next, otherwise you’ll be prompted on screen to items you may need to address.
License Key: Enter the License Key as provided by Faye
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Once your license has been entered and you have saved your configuration. Return to the Administration page. On the Administration page, scroll to find the Sugar Messaging section.
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Select Phone Numbers
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In the Phone Number menu at the top, select Download Phone Numbers
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Phone Number records should be downloaded and created for each number purchased within the YTel account associated with the Sugar instance. |
Assign Users to Outbound Phone Numbers
Select a Phone Number
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In the User’s panel at the button select Link Existing Record
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Select the User’s which you would like to assign the phone number. Users can change their outbound phone number from the footer, by selecting Messaging
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Settings: The settings include a number of items important for your set up, lets explore each of those below.
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AccountSid:
AuthToken: The authentication token for your chosen telephony platform.
Expiration Date: Shows the current expiration date of your Sugar Messaging license key .
Days Until License Expired: Shows the number of days until the license key expiration date.
Company Phone Number: Should anyone attempt to call one of your configured SMS numbers they will be forwarded to the “Company Phone Number” you specify here.
Phone Number Format: Set here the preferred phone number formatting for Mobile phone numbers in your SugarCRM instance. All users in Sugar will see mobile numbers in the format selected here.
Send Notification To: When an “Inbound” SMS message is received to any of your configured phone numbers it will create an inbound SMS record. Here you can additionally choose who should receive a Sugar Notification.
The last person whom sent a message: In this scenario the a Sugar notification will be generated for the user who last sent an SMS message from Sugar to the inbound number.
The record owner: In this scenario a notification will be sent to the owner (assigned user) of the Contact or Lead record associated to the inbound number.
Enabled: Allows you to globally enable/disable the Sugar messaging functionality.
When you are happy with your choices click the Save Configuration Settings to save your changes.
If you are setting up Sugar Messaging in your system for the first time then you you are not yet finished. You’ll need to import your Phone numbers in the Phone Numbers area and assign those to users. We cover this next! 
Phone Numbers
The Phone Numbers area is where you can add and administer SMS phone numbers that you have configured for Sugar Messaging. Whether you are adding new numbers or deciding who has access to each number you have imported this is the place to make those changes.
To access the Phone Numbers section return to the Administration page and scroll to find the Sugar Messaging section and select Phone Numbers.
Here you will see a list of all Phone numbers you currently have available in Sugar. If you plan to add additional numbers or see no phone number records you may need to Download Phone Numbers first.
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Downloading Phone Numbers
SMS Phone numbers need to be configured in your telephony platform first, once they are prepared there they can be “Downloaded” to SugarCRM. To download your configured phone numbers:
Expand the dropdown action menu from the Phone Numbers module header in Sugars navigation bar at the top of the screen.
Click Download Phone Numbers
After a short loading screen the list of Phone numbers should refresh and include any new phone numbers identified in your telephony account.
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Sugar Messaging + YTel: If you purchased a Sugar Messaging + YTel subscription from FayeBSG then the Faye Support team can purchase and configure additional phone numbers for you. |
Viewing and assigning access to Phone numbers
Opening any of the Phone number records will provide you with additional information about the number that may be useful. Importantly however it is from the Phone number record that you can scroll to the Users subpanel and see which users already have access to it for outbound messaging as well as adding or removing users to that list.
Assigning Users to Outbound Phone Numbers
Users in Sugar can select between different outbound Phone numbers they have access to from the “Messaging” option at the bottom of the screen however they will only be able to select between Phone numbers that they have been given access to.
Newly downloaded numbers are not associated to any users by default so you should open the Phone Number and link users that need access. Here is how:
Open the Phone Number record you want to add users to
Scroll to the Users subpanel
Click on the subpanels dropdown action menu and select Link Existing Record
A draw will appear allowing you to search for and select the user(s) you wish to give access to the Phone number.
Select the users you wish to add access for and click the Add button.
You’ll be returned to the Phone number record and will see the users you selected now in the Users subpanel
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Sugar system administrators have access to all Phone numbers by default. Regular users will need to be associated to Phone number records in order to see them in the Messaging footer popup. |