Conversica - SugarCRM Integration 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

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.

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

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

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”.

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.

Step 7. Click Save to apply these settings.

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.

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.

• 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.

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.

• 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.

• The Lead and Conversica AI Assistant communications are synchronized to Sugar and can be viewed from the Conversica Messages subpanel on the Lead Record.

• 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 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.