Connect SugarCRM to WhatsApp, Instagram, TikTok and AI Chat
Leads and customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, but your sales team works in SugarCRM. AeroChat answers those conversations and works with Sugar in both directions: it looks up the contact, account and open opportunities when a customer asks, and it creates leads, notes and tasks from what the customer says. It connects through SugarCRM’s public REST API. You describe the workflow in your own words, and AeroChat builds it.
What you can do with SugarCRM and AeroChat
- Create SugarCRM leads from chat. AeroChat creates the lead with the customer’s details and lead source, and adds a note of the conversation.
- Answer opportunity status questions. AeroChat finds the customer’s open opportunity and tells them which sales stage it is in.
- Recognise returning customers. AeroChat looks up the contact by email or phone and sees their account and assigned user.
- Create follow-up tasks. When a customer asks for a call, AeroChat creates a task for the assigned user with what they want to discuss.
- Hand hot leads to the assigned user. AeroChat hands the conversation to the person named on the record in Sugar.
Works on every chat channel
Your leads and customers message you wherever they already are. The same SugarCRM connection and the same workflows run on every channel AeroChat supports, and SugarCRM stays the record whichever one they use.
| Channel | What your leads and customers can do |
|---|---|
| Message your WhatsApp Business number to ask about your products, leave their details or check where their proposal stands. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through SugarCRM’s public REST API. It reads contacts, accounts and opportunities, and it creates and updates leads, contacts, notes and tasks. Each workflow uses only what its recipe asks for.
To connect, a Sugar administrator creates a user for AeroChat with a role that covers the records the workflow needs, and adds an API platform for AeroChat under Administration, then Configure API Platforms. AeroChat signs in to the Sugar REST API as that user. Enter your Sugar address, the platform name and the user’s login in the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which SugarCRM calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When someone gives their name, company and email in chat, search SugarCRM for a contact with that email. If one exists, add a note to the contact with a short summary of what they asked about. If not, search for a lead with that email and update it, or create a lead with their name, email, mobile, account name and the lead source Web Site (example). Add the same note to the lead.
Copy this into AeroChat
When a customer asks for a call, find their contact in SugarCRM by email or phone. Create a task assigned to the contact’s assigned user, due tomorrow (example), with the subject Call back from chat and a description of what they want to discuss. Tell the customer who will call them.
Who uses it
Any business that runs its sales pipeline in SugarCRM can use it. Suppliers and distributors that sell to other businesses use it for quote requests and account questions that arrive in chat. These industry recipes follow the same pattern:
- B2B suppliers and distributors, for trade enquiries and quote requests that arrive in chat.
- Quote requests
- Order status and delivery
- Sales rep handover
What stays in SugarCRM
SugarCRM stays your record. Leads, accounts, opportunities, forecasts and reporting live there, and your team still qualifies, quotes and closes.
AeroChat handles the conversation. It looks up and updates the records your recipe asks for and leaves the rest to SugarCRM and your team.
Questions
Does AeroChat work with SugarCRM?
Yes. AeroChat connects through SugarCRM’s public REST API, signed in as a Sugar user you create for it.
Can WhatsApp leads go straight into SugarCRM?
Yes. When a lead gives their details in chat, AeroChat creates or updates the lead in Sugar and adds a note of the conversation.
Do I need a developer?
No. You describe the workflow in your own words, and your Sugar administrator creates the user and API platform for AeroChat. Enter the details and switch it on. AeroChat builds the Sugar connection from your description and shows a checklist of what is left to do.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
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.
Connect SugarCRM and try it
Paste the first recipe, connect SugarCRM, and leave your own name and email in the chat.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.