Chat Tools Suggestions

Shrey TIWARI - Are you familiar with SugarLive? One of the many features includes an integrated chat solution. If you're interested, I'd recommend reaching out to your Sugar Partner to discuss ways to take advantage of this functionality. You can also read more information about this here: https://sugarclub.sugarcrm.com/explore/serve/b/sugar-serve-updates/posts/sugarliveomnichannel. 

Hello Shrey

it's hard to score while the goal is not set

Could you specify what a better integration means in terms of requirements/expectations? Since the current integration is not that great, what is the well integration for your company?

Hello Dmytro,

Currently, in Olark there is a limitation on what fields can be pushed to sugar, we can only push name and email from a chat. We would like to have more flexibility on fields that can be pushed to sugar CRM. Another limitation we are facing is not having an option to add a pre-chat questionnaire to filter chat. These are some basic requirements that we are looking for. 

Thank you,

Shrey
 

LiveChat can send webhooks on pre-chat survey submitted with all data provided in it

https://developers.livechat.com/docs/getting-started/livechat-apps/webhook-apps/#pre_chat_survey

Actually, this approach provides the absolute flexibility for processing all the chat data, because webhooks are also sent on other LiveChat events e.g. new chat is initiated, chat is routed, new thread initiated, form submitted ect 

https://developers.livechat.com/docs/messaging/#introduction

Since Sugar does not allow to receive unauthorized webhooks out of the box, we employ middleware service like LB Data Bridge to listen to webhooks and then process their data from JSONs into Sugar with Logic Builder configuration.

In case absolute flexibility of processing chats and integration to Sugar is too much, there are simpler suggestions:

We use LiveChat. I built a "Chat" module in Sugar where all chats are logged, additionally I programmed hooks that leverage APIs on both sides (Sugar and LiveChat) to log the Chats in the Chat module, display existing Cases, Leads, Licenses (custom), links to current Orders (custom) etc in the dashboard inside the Chat. The Chat user can log a Case, or create a Lead for Sales and the chat contents are copied over to those modules.

It's not complicated, but it does require a fair amount of coding. Though some can probably be simplified using third party tools like @Dmytro Chupylka's Logic Builder which, as I understand it, allows you to configure logic hooks with drag and drop instead of having to write the php.

Having said all this, if you don't have developers on staff to code and maintain custom code, I think that looking at SugarLive, as suggested by Alex Nassi  may be the better option.

Remember that every piece of custom code comes with a risk that an upgrade on either end (the Chat application or the Sugar application) could break that code. While if you go with the Sugar developed integrated solution, they will ensure compatibility which will save you a lot of the headaches, and costs, that go with developer turnover and/or hiring consultants.

FrancescaS.

Well said Francesca Shiekh! I've seen similar implementations to this as well, where you can use chat platforms connected to Sugar using the APIs on both sides to fully integrate exactly what you need based on your processes and existing modules. 

To add to my comment above, soon after you asked this Shrey TIWARI, we announced the Q3 2021 release of Sugar Sell, which adds the ability to use SugarLive in SugarSell, functionaltiy that had previously been exclusive to Sugar Serve.

LiveChat of some integration options themselves. 

https://www.livechat.com/marketplace/apps/sugarcrm/#description

Thanks for that Vincent Amari, I will have to look into that.

When we started LiveChat they had an old integration with v6 that no longer worked and did not have one for the current version. I admit I never thought to check if they had anything new . I will be sure to look into this as the custom one, while it is working well, has the serious potential for needing rework in the future.