Hello Sugar Lovers!
I've recently worked on a request that I've had several times: allow teams to manage outbound call campaigns.
Scenario:
An account list is prepared based on a report (eg. complex criteria). Users need to track who they called, who they have to, when they would need to call back...
Solution found:
I've created a simple BPM that:
- Starts when a target list is linked to an account AND that TL has the "Prospection" type
- Creates a related call
So the manager creates a TL, selects accounts from a report and calls are created. Calls are shown on a simple dashboard, then the focus drawer does its magic.
Success!
Current limitations:
Managing campaign sub segments requires manually adapting the BPM to give a special subjet to the calls. If the segments are more complex than a filed I canfind on the account, I would have loved to inject the Target list name in the Call Subject. However AFAIK it is not possible because it's a many-to-many relationship and SugarBPM does not have access to the Target list name/id that triggered the call.
Maybe you've solved this otherwise?
I've already ruled out:
- Code: because I wanted a no-code solution, otherwise I'm certain we could develop a hook that would replace the BPM or extend the BPM
- Action button: because action buttons cannot be used in "mass" scenarios (that would be fantastic BTW)
Thanks for your input :)
Cheers,
Damien
