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Conversica provides the ability to follow up on Leads by engaging them in real language conversation. FayeBSG’s Conversica integration for SugarCRM synchronizes Leads with Conversations and helps the user monitor the Conversica assistant’s performance from within SugarCRM.

Table of Contents

Table of Contents

Installation Guide

Before installing Conversica to your SugarCRM instance please make sure you have the following items at hand:

FBSG | Licensing installation package
Conversica installation package
License Key
Endpoint link for Conversica: https://integrations-api.conversica.com/json/
Your Conversica admin username and password

After installing Conversica to your SugarCRM instance, you will need to contact Conversica for steps 3 and 4 of the Configuration Guide section of this document.

Please follow the steps below to install both the Licensing and Conversica packages.

Step 1. Log into SugarCRM as a User with Administrator permissions. Once logged in, click your profile icon towards the top right of the screen and select the “Admin” option.

Step 2. Once on the Administration dashboard, scroll down to the “Developer Tools” section and click the “Module Loader” link.

Step 3. Before the Conversica package can be installed, you will first need to make sure the “FBSG | Licensing” package is installed.

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To add an installable package, click the “Choose File” button. This will open a popup window where you need to select the loadable .zip package. Once you’ve selected the .zip package, you will need to then click the “Upload” button. Once the installable package has been uploaded it should appear in the lower table with the options to “Install” or “Delete”

Step 4. Once you have confirmed that the “FBSG | Licensing” package has been installed, you can now upload the Conversica installation package. Once uploaded, click the “Install” button. You will be taken to the “License Agreement” screen where you will need to click the “Accept” option and then click the “Commit” button.

_{Note: This process may take a few minutes to complete}

Step 5. Once the installation is complete select the “Back to Module Loader” button. When back on the Module Loader page, confirm that the Conversica package now appears in the upper table, if so, click on the Admin Icon in the upper right corner and select the Admin link.

Step 6. Under the “System” section, locate and click “Repair”.

Step 7. Select the top option of “Quick Repair and Rebuild”.

Configuration Guide

Step 1. Log into SugarCRM as a user with Administrator permissions. Once logged in, click your profile icon towards the top right of the screen and select the “Admin” option.

Step 2. Scroll down to the “Faye Licensing” section and select the “Conversica” link.

Step 3. Input your Conversica license code that was provided by Faye and then click the “Save” button.

Step 4. Return to the Admin page, scroll down to the “Conversica” section and select the “Conversica” link.

Step 5. Acquire the endpoint, username, & password for your Conversica instance API. You may need to contact Conversica support to acquire these credentials. Once you have your credentials input them in the “Conversica Settings” panel.

Step 6. Click the “SugarCRM Settings” bar below to expand the SugarCRM settings section. Input the username & password of a SugarCRM Admin user. Once set up, you will need to provide these “SugarCRM Settings” to Conversica support so that Conversica can apply the required settings on their end.

Note
If the admin user provided in this step changes their password, the new password must be updated here.

Step 7. Click Save to apply these settings.

User Guide

How to add a Campaign in Sugar

The Campaign is what Conversica links to in Sugar to allow you to reach out to specific leads.

The user can create a campaign from the Campaigns module.
Click on Create Campaign (Classic) to create a new campaign.

Enter the name of the Campaign (e.g fresh contacts test) and the other necessary information (Status, Type, End Date).
Save the Campaign record.

Note

Important: The name of the Campaign in Sugar is critical. It will be transmitted as conversationId from Sugar to Conversica when the lead is submitted. Each Lead that is sent from Sugar to Converisca requires a valid conversationId. Conversica will parse them into the dashboard and message the leads.

The name of the Campaign (the conversationId) must be the same both in Sugar and Conversica
(see Conversica conversation image below)

Conversation Name: Fresh Contacts

conversationId: fresh contacts test

If you create two Campaigns in Sugar with the exact same name (and therefore, the same conversationId) it will be merged into the same Conversation once it is transmitted to Conversica.

Lead Submission to Conversica

To successfully link a Lead from Sugar to Conversica you need to have a Lead in the first place.

Click on Create Lead from the Leads module to create a new lead.
Fill in the First Name, Last Name, Email, Campaign, Lead Source, and Assigned to fields.

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All of these fields are required in order to successfully transfer Leads from Sugar to the Conversica platform.

First Name: The Lead’s first name, used in messaging.
Last Name: The Lead’s last name.
Email: The Lead’s primary email address for messaging.
Campaign: For a particular Conversation, a list or filtered set of Leads (e.g. “campaign”) for the purpose of tailoring messaging to a more specific audience or use case. See Section below (How to add Campaign for lead?).
Lead Source: The source of the Lead.
Assigned to: Lead owner or lead assigned user.

Make sure the campaign you select for the Lead is the same one that was created earlier in the Campaigns module (e.g fresh contacts test).
Save the Lead.

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Conversica Conversations/Contacts List

To find out your Conversica Conversations and contacts list, log into your Conversica dashboard and select Conversations from the top menu.
Select Contact List from the dropdown.
You will find a list of conversation templates that you can use for your Leads.
To create new Conversations and Contacts Lists contact Conversica support!

Monitor Lead Submission from Advanced Report

After saving the Lead, a Sugar job will be created automatically whose purpose is to transfer it to Conversica.

Go to the Reports module and click Manage Advanced Reports.

The user can monitor the job queue from the Manage Advanced Reports module by clicking on Sugar Job Conversica - Report.

Click on Run Report.

The report table will show these fields: name, execute_time, status, resolution, and message.

Sugar Job Conversica Report Detail

name: The name of the job for a specific Lead (e.g “Submit Lead to Conversica - John Snow” )

execute_time: JobSubmission date and time

status: Status of the job (queued/running/done)

resolution: Resolution of the job (queued/running/success/failure)

message: Job message detail

Conversica Fields Panel In Leads Record View

The installation of the Conversica module will add a new field in the Leads Record view called: Conversica Fields.
The user can check the Skip to Followup and Stop Messaging fields here. Both fields can be updated only once by the user.
Other Conversica data Fields will be updated automatically.

Conversica Fields Detail
Skip to Followup: If set to “checked,” the Assistant will wait a few days before
sending a follow-up message.
Stop Messaging: If set to “checked,” the Assistant will stop listening for
responses and will no longer message the Lead.
Date Added: The date and time the Lead was added to Conversica.
First Message Date: The date and time the Conversica Assistant sent their first
message to the Lead.
Last Message Date: The date and time the Conversica Assistant last sent a
message to the Lead.
Last Response Date: The date and time the Conversica Assistant last received a
response from the Lead.
Hot Lead: If set to “checked,” indicates the Lead has expressed interest
and is ready to be contacted by the Salesperson.
Hot Lead Date: The date and time the Lead became a Hot Lead.
Lead At Risk: If set to “true,” indicates the Lead was interested but has
yet to be contacted by the Salesperson.
Lead At Risk Date: The date and time the Lead became a Lead at Risk.
Action Required: If set to “true,” indicates the Lead’s response requires
review by the Salesperson, and the Conversica Assistant has stopped messaging.
Action Required Date: The date and time the Lead was set as Action Required.
Discovered Phone 1: A new and unique phone number detected by the
Conversica Assistant while messaging the Lead.
Discovered Phone 2: A new and unique phone number detected by the
Conversica Assistant while messaging the Lead.
Lead Status: Indicates an actionable Status for the Lead, either during or
after engagement with the Conversica Assistant.
Lead Status Date: The date and time the Lead entered into the current Conversica Lead Status.
Conversion Stage: Indicates the current Stage of the Conversation.
Conversion Stage Date: The date and time the Conversation entered into the
current Conversica Conversation Stage.
Conversion Status: Indicates the current Status of the Conversation.
Conversion Status Date: The date and time the Conversation entered into the
current Conversica Conversation Status.
Do Not Email: If set to “checked,” indicates the Lead has requested to no
longer be contacted by email.
Conversica Message Subpanel - Leads Record View
The Lead and Conversica AI Assistant communications are synchronized to Sugar and can be viewed from the Conversica Messages subpanel on the Lead Record.
Conversica Message Subpanel - Contacts Record View
SugarCRM allows users to convert a Lead into a Contact.
Once a Lead is converted into a Contact; the users of the system can access the complete
communication history of the Conversica assistant in the “Conversica Messages” subpanel on
the Contact record itself.
Conversica Dashlets
Conversica Overview and Conversica At Work: these dashlets have been developed to show Conversica performance on Leads.
The user can add these dashlets into any dashboard as per their preferences.