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. 

Parents
  • 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

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