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Chat Tools Suggestions

Shrey TIWARI

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. 

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  • 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

  • in reply to Dmytro Chupylka

    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
     

  • in reply to Shrey TIWARI

    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:

    Best Regards,
    Dmytro Chupylka

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

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