How to integrate SAS Flex with Capsule CRM
SAS Flex 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.
In this article we'll discuss:
Connect Capsule CRM with Your SAS Account
Setting Contact Data Parameters
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, you can enter in an email address that will be used for all new cases. If you want all cases created by SAS to come from the same email, you can use firstname.lastname@example.org.
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.
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.
Collector will allow you to use specific SAS script variables to populate Capsule CRM's case and people fields. If you select Collector, 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.
The Object drop down gives you two options - People and Case. The Object determines which Capsule CRM fields will be available to map.
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 Mapping drop down will display the Standard or Custom fields within your Capsule CRM setup. Note that depending on your Capsule CRM configuration, not all fields may map.
Integrate Help Scout into Your Script
When all of your integration settings are complete, contact SAS at email@example.com to add the integration into the appropriate block in your SAS script, or follow these instructions to integrate the app yourself.