Your customers are already texting you on WhatsApp — the question is whether that conversation lives in your CRM or gets lost in someone's phone. Upsert® Engage for WhatsApp is an omnichannel solution that brings your WhatsApp Business conversations directly into SugarAI (formerly SugarCRM), so every message becomes part of the same customer context that drives your business automation and analytics.
Key benefits
Instant access to WhatsApp anywhere in Sugar
Upsert Message Center is available from any screen in Sugar, with a simple blue dot letting you know the moment a new message lands. Open a thread and see the full conversation history including replies from teammates sharing the same business line, so nothing gets answered twice, and nothing falls through the cracks.
Full context, right where you need it
Pick any message and link it directly to a Sugar record: an active opportunity, a support case, etc. The next time you open that record, the relevant conversation is already waiting for you, keeping every interaction organized without any extra effort.
When viewing related records, you can easily review and respond to any conversations with contacts related to the associated account through our Conversation dashlet.
Real-time conversations that keep customers feeling heard
Messages send and receive in real time, so your conversations stay fluid and your customers get the fast, responsive experience they expect. When sending messages, you can pick a template from your library, personalize the variables, hit send, and move straight to the next conversation without any extra clicking around. Responding to routine inquiries has never been easier!
Never lose a new contact
Receive a message from a number that isn't in Sugar yet? No problem! Upsert® Engage for WhatsApp makes it easy to create or update existing contacts and leads without ever leaving the chat.
Work your list, your way
Outreach efforts are queued up and ready to go in the Lists dashlet. Build lists manually, or let SugarBPM do the heavy lifting by dynamically building your outbound lists when your business workflows are triggered.
When a text isn't enough
While Upsert® Engage for WhatsApp is built first for messaging, we know some conversations need a voice. Voice calling over WhatsApp is available as an add-on, so you can pick up the phone without ever leaving Sugar. Using our tried and tested Call Center UI, all the information you need during the phone call is a click away.
Purchase requirements
- 10-User minimum
- Active WhatsApp Business Platform account required (provisioned through Meta) — sold/configured separately
- Voice calling available as an add-on
System requirements
- Sugar Sell (all Editions), Serve, and Enterprise products
- Versions 14.x and higher
- Hosted in SugarCloud or on-site
- Real-time inbound message alerts require an account with Pusher or Ably
