{"id":23676,"date":"2020-02-05T05:56:22","date_gmt":"2020-02-05T05:56:22","guid":{"rendered":"https:\/\/www.greytrix.com\/blogs\/sagecrm\/?p=23676"},"modified":"2020-02-05T05:56:24","modified_gmt":"2020-02-05T05:56:24","slug":"sage-crm-whatsapp-integration-for-ticketing-module","status":"publish","type":"post","link":"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2020\/02\/05\/sage-crm-whatsapp-integration-for-ticketing-module\/","title":{"rendered":"Sage CRM &#8211; WhatsApp Integration for Ticketing Module"},"content":{"rendered":"\n<p>Along with the various features provided by <a href=\"https:\/\/www.sagesoftware.co.in\/sage-crm-software\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"Sage CRM (opens in a new tab)\">Sage CRM<\/a>, it has also been familiar for the various types of Notifications through which not only CRM Users but also the Customers can be notified about a series of actions recorded in Sage CRM. <br>Email Notifications, on &#8211; screen notifications, SMS are some of the examples of the different types of Notifications supported by CRM. But with the emerging world of technology, Sage CRM is also compatible enough in order to support Third party tools to provide better results. One such integration done is with WhatsApp.<\/p>\n\n\n\n<p><strong><em>New Stuff:<\/em><\/strong> <a href=\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2020\/01\/24\/duplicate-records-created-while-progressing-custom-entity-workflow\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">Duplicate records created while progressing Custom Entity workflow<\/a><\/p>\n\n\n\n<p>Nowadays, WhatsApp is\nprobably most used means of communications across the world. Not just\nfor personal usage but WhatsApp is very widely used for business\nalso. Apparently, your Customers also use WhatsApp for communication.\nAnd that\u2019s when we thought of implementing WhatsApp CRM\nintegration, which can be of extremely effective means of\ncommunication especially by using Templates and automated\ntransactional WhatsApp Messages.<\/p>\n\n\n\n<p>With the help of Twilio a\ncloud communication platform, we were able to manage Sage CRM \u2013\nWhatsApp integration. As a First step of collaboration, it is\nnecessary to create a Business profile on WhatsApp by registering the\nOrganization\u2019s name as well as the number that will be used for\nWhatsApp conversation with the Customers. A Verified Business profile\nbuilds trust within the Customers and they respond affirmatively to\nthe messages shared through WhatsApp.<\/p>\n\n\n\n<p>Successful registration helps with the WhatsApp API\u2019s, which in combination with the Sage CRM API\u2019s helped to achieve below functionalities of integration \u2013 <\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Acknowledgement message on logging the ticket<\/li><li>Ticket Status progress message<\/li><li>Ticket Closure message<\/li><li>Sharing of Customer Feedback Link<\/li><li>Sharing the new products\/campaigns brochure<\/li><\/ul>\n\n\n\n<p><em>Tip: The Message templates configured in Twilio can either be hardcoded or created as Translations in CRM.<\/em><\/p>\n\n\n\n<p><strong>Process Highlights\n\u2013 <\/strong>\n<\/p>\n\n\n\n<p>Every Customer registered in Sage CRM has been provided with the CRM\u2019s Self Service Portal link and the   credentials to login to the portal. Here, the Customer can log the complaints regarding the service given or the product purchased. Once done, a Ticket (Case record) will also be generated in Sage CRM.<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li><strong>Acknowledgement message on logging the ticket \u2013<\/strong> Whenever the Customer logs a complaint through CRM\u2019s Self Service Portal (Web page) and the ticket is logged in CRM; an acknowledgement message is sent to the Customer\u2019s registered WhatsApp number mentioning the Ticket\u2019s Reference Id.<\/li><li><strong>Ticket Status progress message \u2013 <\/strong>Once the Ticket is progressed further i.e. moved into Investigation stage, or kept On Hold due to some inputs pending from the Customer regarding the ticket, a message is triggered to the Customer on their registered WhatsApp number.<\/li><li><strong>Ticket Closure message \u2013<\/strong> When the Ticket is Solved and the Solution details are updated in CRM, Ticket Closure Message is triggered to the Customer mentioning the Solution details for their reference.<\/li><li><strong>Sharing of Customer Feedback Link \u2013<\/strong> Sage CRM\u2019s Integration with WhatsApp has also allowed to share the web links just like the Customer Feedback link which navigates to Survey Feedback form that helps to take the Customer Feedback with an ease.<\/li><li><strong>Sharing the new products\/campaigns brochure &#8211;<\/strong> Similar to Customer Feedback link, it is also possible to share the New Products or Campaigns brochure with the Customers as a part of Marketing.<\/li><\/ol>\n\n\n\n<p>It is also possible to restrict the integration by implementing only One-way communication. In this way, end user or customer will not be able to initiate any conversation but will be able to receive timely updates from the organization.<\/p>\n\n\n\n<p><span style=\"font-size: Medium;\"><strong>About Us<\/strong><\/span><\/p>\n\n\n\n<p>Greytrix \u2013 a globally recognized and one of the oldest Sage Development Partners is a one-stop solution provider for Sage ERP and Sage CRM organizational needs. Being acknowledged and rewarded for multi-man years of experience and expertise, we bring complete end-to-end assistance for your technical consultations, product customizations, data migration, system integrations, third-party add-on development, and implementation competence.<\/p>\n\n\n\n<p>Greytrix\u00a0has some unique integration solutions developed for Sage CRM with Sage ERPs namely\u00a0Sage X3,\u00a0Sage Intacct,\u00a0Sage 100,\u00a0Sage 500,\u00a0and\u00a0Sage 300. We also offer best-in-class\u00a0Sage ERP\u00a0and\u00a0Sage CRM\u00a0customization and development services\u00a0to\u00a0Business\u00a0Partners,\u00a0End\u00a0Users, and Sage PSG worldwide. Greytrix\u00a0helps in\u00a0the migration of Sage CRM from\u00a0Salesforce | ACT! | SalesLogix | Goldmine | Sugar CRM | Maximizer. Our Sage CRM Product Suite includes\u00a0add-ons like\u00a0 Greytrix Business Manager,\u00a0Sage CRM Project Manager,\u00a0Sage CRM Resource Planner,\u00a0Sage CRM Contract Manager,\u00a0Sage CRM Event Manager,\u00a0Sage CRM Budget Planner,\u00a0Gmail Integration,\u00a0Sage CRM Mobile Service Signature,\u00a0Sage CRM CTI Framework.<gwmw style=\"display:none;\"><gwmw style=\"display:none;\"><gwmw style=\"display:none;\"><gwmw style=\"display:none;\"><\/gwmw><\/gwmw><gwmw style=\"display:none;\"><\/gwmw><\/gwmw><\/gwmw><\/p>\n\n\n\n<p>Greytrix is a recognized\u00a0Sage Champion Partner\u00a0for GUMU&#x2122; Sage X3 \u2013 Sage CRM integration listed on\u00a0Sage Marketplace and Sage CRM \u2013 Sage Intacct integration listed on Sage Intacct Marketplace. The GUMU&#x2122; Cloud framework by Greytrix forms the backbone of cloud integrations that are managed in real-time for the processing and execution of application programs at the click of a button.<gwmw style=\"display:none;\"><gwmw style=\"display:none;\"><gwmw style=\"display:none;\"><gwmw style=\"display:none;\"><\/gwmw><\/gwmw><gwmw style=\"display:none;\"><\/gwmw><\/gwmw><\/gwmw><\/p>\n\n\n\n<p>For more information on our integration solutions, please contact us at&nbsp;<a href=\"mailto:sage@greytrix.com\">sage@greytrix.com<\/a>. We will be glad to assist you.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Along with the various features provided by Sage CRM, it has also been familiar for the various types of Notifications through which not only CRM Users but also the Customers can be notified about a series of actions recorded in Sage CRM. Email Notifications, on &#8211; screen notifications, SMS are some of the examples of\u2026 <span class=\"read-more\"><a href=\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2020\/02\/05\/sage-crm-whatsapp-integration-for-ticketing-module\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[70,73,97,98,152,153,192,261,285,286,332,333,334,335,3986,3985],"tags":[4067,1682,4061,4059,4058,2426,4063,4062,4064,4066,4065,4060],"class_list":["post-23676","post","type-post","status-publish","format-standard","hentry","category-communication","category-configuration","category-customer","category-customization","category-feature","category-features","category-integration-sage-crm","category-notifications-sage-crm","category-person","category-phone","category-sage-crm","category-sage-crm-2017","category-sage-crm-2018","category-sage-crm-2018-crm72","category-sage-crm-2019-r1-sage-crm-2018-crm72","category-sage-crm-2019-r1","tag-acknowledgement-message","tag-notifications","tag-sage-crm-whatsapp","tag-sage-crm-whatsapp-integration","tag-sage-crm-whatsapp-integration-for-ticketing-module","tag-templates","tag-third-party-tools","tag-ticketing-module","tag-transactional-whatsapp-messages","tag-twilio","tag-twilio-a-cloud-communication-platform","tag-whatsapp"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Sage CRM - WhatsApp Integration for Ticketing Module - Sage CRM \u2013 Tips, Tricks and Components<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2020\/02\/05\/sage-crm-whatsapp-integration-for-ticketing-module\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sage CRM - WhatsApp Integration for Ticketing Module - Sage CRM \u2013 Tips, Tricks and Components\" \/>\n<meta property=\"og:description\" content=\"Along with the various features provided by Sage CRM, it has also been familiar for the various types of Notifications through which not only CRM Users but also the Customers can be notified about a series of actions recorded in Sage CRM. 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