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 Your Capsule CRM with the SAS Capsule CRM App
Set Contact Data Parameters
Configure Custom Mappings (Optional)
Integrate Capsule CRM into Your Script

Connect Capsule CRM with Your SAS Account

In the SAS Flex portal, click Integrations from the left side menu.

From the Apps screen, click the Install button next to the Capsule CRM logo.

On the next screen, click Connect to my account.

In the pop-up window, enter your Capsule CRM site address and click Continue. On the next screen, click Allow.

Setting Contact Data Parameters

Now that Capsule is connected to the app, click Add configuration to begin the setup.

On the next page, name your configuration. This is how your Capsule CRM integration will be displayed within your SAS Flex portal.

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 notifications@sasdesk.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 notifications@sasdesk.com.

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.

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.

Under the Mappings tab, click Add Mapping.

In the first drop down box, select either Collector or Text.

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.

After you've completed the second column, you will set the Object, Type and Mapping.

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.

Repeat the steps 1-3 until you've completed the custom mappings.

If you want to remove any mapping, hover over the section you want removed and click Delete

When you are finished, click Save.

Back on the main Capsule CRM page, you can Disable, Edit or Delete your configuration by clicking on the 3-dot icon adjacent to your configuration.

Integrate Help Scout into Your Script

When all of your integration settings are complete, contact SAS at service@specialtyansweringservice.net to add the integration into the appropriate block in your SAS script, or follow these instructions to integrate the app yourself.

If you've disconnected and reconnected your configuration at any point, you'll need to re-integrate it into your script.