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SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable, and affordable customer relationship management (CRM) solution on the market. FayeBSG’s
Sugar Messaging is a messaging integration for Sugar users that can send personalized text and multimedia messages to the people in your Sugar database. With Sugar Messaging, you can create rich text and multimedia messages without a single line of code.

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)

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.

Installing the Sugar Messaging plugin for SugarCRM

Log in to Sugar as a user with a User Type of System Administrator User.

Open the menu next to your profile picture and select Admin

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On the Administration page, scroll to find the Developer Tools section.

Select Module Loader

Press the Choose File button and select the .zip file provided to you by Faye. After you have selected the file, press the Upload button.

In the list of available modules to be loaded, find the item labeled FBSG | Sugar Messaging. Press the Install button.

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.

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

Sugar Messaging Configuration

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

• Settings: The settings include a number of items important for your set up, lets explore each of those below.

1. AccountSid:

2. AuthToken: The authentication token for your chosen telephony platform.

3. Expiration Date: Shows the current expiration date of your Sugar Messaging license key .

4. Days Until License Expired: Shows the number of days until the license key expiration date.

5. 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.

6. 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.

7. 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.

   1. 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.

   2. 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.

8. 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.

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.

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:

1. Expand the dropdown action menu from the Phone Numbers module header in Sugars navigation bar at the top of the screen.

2. Click Download Phone Numbers

3. After a short loading screen the list of Phone numbers should refresh and include any new phone numbers identified in your telephony account.

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:

1. Open the Phone Number record you want to add users to

2. Scroll to the Users subpanel

3. Click on the subpanels dropdown action menu and select Link Existing Record

4. A draw will appear allowing you to search for and select the user(s) you wish to give access to the Phone number.

5. Select the users you wish to add access for and click the Add button.

6. You’ll be returned to the Phone number record and will see the users you selected now in the Users subpanel

Setting the default country

When Sugar Messaging has been installed the default country is the US; this can be changed for installation in other countries.

Admin->Connectors

Select Set Connector Properties

Select the Ytel Tab

Update the 2 letter country code.

Support

Support for the FayeBSG Sugar Messaging product is provided by the FayeBSG support team. The FayeBSG Support team can be contacted via email at support@fayebsg.com.

Should you contact the support team with an issue or question please also include the following information that will allow us to better address your enquiry:

• Your company name

• Explanation of your issue or question

For more information about FayeBSG visit our website at https://fayebsg.com