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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Look up a SugarCRM contact from FocalScope Live Chats


With FocalScope-SugarCRM integration you can look up the associated SugarCRM contact for any FocalScope Live Chat. If an associated SugarCRM contact does not exist for the FocalScope Live Chat, then one can be created directly from the FocalScope interface without logging into SugarCRM.

Tutorial

You can look up SugarCRM contact details form several locations in the FocalScope UI. The following are the two locations from which you can initiate a SugarCRM contact lookup from a FocalScope Live Chat.

SugarCRM contact lookup - example 1

  1. During a Live Chat session, right click the email address of the person who initiated the chat
  2. In the dropdown menu that appears, select [Lookup in SugarCRM]


Figure 1 - Looking up a SugarCRM contact during a FocalScope Live Chat session

SugarCRM contact lookup - example 2

  1. During a Live Chat session, right click an email address in the body of the chat history
  2. In the dropdown menu that appears, select [Lookup in SugarCRM]

Figure 2 - Looking up a SugarCRM contact from the chat history

SugarCRM contact card

Please note, if the SugarCRM contact has a phone number associated with it, you can make a call to that number directly from the [Lookup in SugarCRM] dialog window.



Figure 3 - SugarCRM contact card showing the [Click to dial] option

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