Chat Tools Suggestions

Greetings, 

Our company is looking for a chat tool that has better integration with Sugar CRM and can easily exchange customer information back and forth with Sugar. Currently, we are using Olark chat tool. Char works fine but exchanging information between systems is not that great. 

We are looking for some suggestions from sugar users who are using some chat system or previously used one that integrates well with SugarCRM. 

Thank you all for your help. 

  • - 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

    Alex Nassi
    SugarCRM | Sr. Community Manager

  • 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?

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

  • 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:

    www.livechat.com/.../

    Best Regards,
    Dmytro Chupylka

    integroscrm.com
    We make work in Sugar CRM system faster, more convenient and efficient

  • 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   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 ! 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 , 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.

    Alex Nassi
    SugarCRM | Sr. Community Manager

  • Thanks for that , 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 Slight smile. 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.