Send WhatsApp Leads to SugarCRM

This recipe makes sure every lead who talks to you in chat ends up in SugarCRM, with their details, a lead source and a note of what they asked about. Part of connecting SugarCRM to WhatsApp and AI chat.

What happens today

Enquiries arrive on WhatsApp and Instagram, and the person replying means to enter them in Sugar later. Some get entered, some duplicate a contact who already buys from you, and some stay in a phone. Lead source reports leave chat out, even though it started many of the conversations.

The flow that works

AeroChat answers the lead’s question first.
It asks for their name, email and company, if it does not have them.
It searches Sugar for an existing contact or lead, so a returning customer is not added twice.
It creates or updates the lead with the lead source.
It adds a note with a short summary of the conversation.

The recipe

Copy this into AeroChat

When someone asks about our products or services, answer their question first from our knowledge base. Then follow these steps.

If we do not have their name, email and company, ask: “Can I take your name, email and company so our team can follow up?”

Search SugarCRM for a contact with that email. Then search for a lead with that email or phone number.

If a contact exists, do not create a lead. Add the note to the contact. If a lead exists, update its phone number if it is missing.

If neither exists, create a lead with their first name, last name, email, mobile, account name and the status New.

Set the lead source to Web Site and put the channel they used in the lead source description (example values).

Add a note to the record with a two-line summary of what they asked about and anything they said about budget, quantity or timing.

If they ask to speak to someone, hand the conversation to the assigned user on the record, or to our sales team if there is none.

Do not ask for their email more than once. If they do not want to share it, carry on helping and create the record with their phone number. Reply in the customer’s language.

Change the lead source and status values to the ones your Sugar instance uses before you paste it.

What to connect

SugarCRM. An administrator creates a user for AeroChat with access to contacts, leads and notes, and adds an API platform for AeroChat under Administration, then Configure API Platforms. Enter your Sugar address, the platform name and the user’s login when AeroChat asks.
Your knowledge base. Upload your product or service details to AeroChat so it can answer before it asks for details.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect SugarCRM, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from SugarCRM’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Which fields AeroChat fills, and the values it uses.
When it asks for details: right away, or after answering.
Who gets the handover.

The result to expect

Every chat lead is in SugarCRM with a source and a note, without anyone typing it. Your reps work chat leads in the same list views as every other lead, and duplicates stop piling up.

Measure it with your own numbers: leads created from chat, and chat-sourced opportunities, for a month before and after.

Next: answer opportunity status questions in chat.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same SugarCRM connection behind it. See what each channel does on the SugarCRM integration page.

Send your first chat lead to SugarCRM

Paste the recipe, connect SugarCRM, and leave your own details in the chat.

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On Shopify? Install AeroChat from the Shopify App Store.