How to integrate SAS with Capsule CRM
SAS offers a number of call center integrations that are designed to make your life easier. Capsule CRM is an online customer resource management system that helps you stay organized by tracking a client's history, emailing documents, managing tasks, and more. If your business uses this software, integrating your account with the Capsule CRM app in the portal will automatically push data from your calls into your CRM system. This eliminates the need for you to do double the work, converting messages into CRM entries.
Follow the step-by-step instructions below to connect Capsule CRM to your SAS account. In this tutorial, you'll learn how to:
- Connect Your Capsule CRM with the SAS Capsule CRM App
- Set Contact Data Parameters
- Create Your Capsule CRM Tickets
- Configure Custom Mappings (Optional)
- Integrate Capsule CRM into Your Script
Connect Capsule CRM with Your SAS Account
1. In the SAS Desk portal, click Apps from the left side menu. From the Apps screen, click the Configure button under the Capsule CRM logo.
2. On the next screen, click Connect to my account.
3. In the first pop-up, enter your Capsule CRM site address, and click Continue.
4. In the second pop-up, enter your Capsule CRM Username and Password, and click Log In.
5. Finally, in the last pop-up, click Allow to complete the linking process.
Setting Contact Data Parameters
1. Now that Capsule CRM is connected to the app, click Add configuration to begin the setup. The CapsuleCRM Integration section will be displayed. This is where you'll set the parameters for how you'd like call data to be sent to Capsule CRM.
2. First, select the Script that you'll be connecting.
3. Then, you'll need to tell the system how to manage the caller's contact details. Choose what email address Capsule CRM will show in each task by selecting an option next to Add email.
If Populate CapsuleCRM with email provided by the caller. is chosen, cases will be created under the email address the caller provides. Note that if the caller does not provide an email address, data will be sent from email@example.com by default.
If Populate static email address. is chosen, tasks will be created under the email address firstname.lastname@example.org.
4. Then decide whether you'd like the system to Update and Overwrite existing contact data.
If Don't update existing People. Create new ones. is chosen, SAS will look for an email match in your Capsule CRM installation. If there is no match, it will create a new task and a new contact. If there is an email match, it will just create a new task.
If Update People by overwriting any data with details from SAS. is chosen, SAS will look for an email match in your Capsule CRM installation. If there is a match, it will overwrite any existing customer data with data we've received from the call.
If Update People by appending details from SAS without overwriting existing data. is chosen, SAS will look for an email match in your Capsule CRM installation. If there is a match, it won't overwrite data but will add any new details received.
Create Your Capsule CRM Tickets
Once the configurations are set, you'll need to create the content of the case we'll be starting in Capsule CRM.
1. Next to Case body, you'll see a list of all of the custom step labels associated with the campaign you selected, in addition to default variables, such as [FirstName], [PhoneNumber], [Email], etc. If you have multiple paths in your script, they will each have a different set of variables. So, you'll need to access the call script builder to determine the step labels in the specific path you are mapping.
Keep in mind that you can build a separate integration for every script path, each with their corresponding step labels.
Click the variables from the left side, and they will populate in the box on the right.
2. After you add the variables that you'd like to appear in the case, be sure to format them by placing each element on a separate line. You can also add headings such as, "Phone Number: [PhoneNumber]."
Capsule CRM Custom Mappings (Optional)
Once the data section is complete, you can map your call data directly to specific Capsule CRM fields by adding Custom mappings.
1. To begin, click Add new option.
2. In the first drop down box, select either SAS or Text.
SAS will allow you to use specific SAS script variables to populate Capsule CRM's case and people fields. If you select SAS, the second column will allow you to select a script variable.
Text gives you the option to type your own static data rather than using SAS variables. If you select Text, the second column will be a blank box where you can type specific information.
3. After you've completed the second column, you will set the Object, Type and Capsule CRM Field.
The Object drop down gives you two options - Case and People.
The Type drop down gives you two options - Standard and Custom. Selecting Standard will bring up the default fields, and selecting Custom will bring up any custom Capsule CRM fields you created.
The last drop down will display the Standard or Custom fields within your Capsule CRM setup.
Integrate Capsule CRM into Your Script
With all of your integration settings complete, you'll need to add the integration into your SAS script.
1. Click the Save configuration button in the lower right corner.
2. A pop-up will open containing the integration link. Right click to copy the link text, or highlight the link with your cursor and press CTRL+C. Then, click OK.
3. To complete the integration, follow the web pop instructions in this article. Keep in mind that you'll want to create the web pop step at the end of the script path and before the closing.
NOTE: Some integrations and access to external websites are restricted to designated operator distribution groups. If you are adding either to your script, please reach out so we can make sure your account is assigned to the proper distribution.