Messaging for Sugar - User Guide

Overview

Faye’s Messaging for Sugar allows users to send personalized text and multimedia messages to people in your Sugar database without a single line of code.

What is Messaging for Sugar? We’ve enhanced Sugar with texting capabilities. With Messaging for Sugar you can do the following:

• Send Messages to any Contact, Lead, or Target with a mobile phone number.

• Send texts to one or more recipients using user-definable pre-built Messaging Templates.

• Send texts from Sugar List Views by selecting records and clicking a Send Message menu option.

• Integrate texts with SugarBPM to enable automated messaging based on values in Sugar fields.

• All texts are stored in SMS Messages sub-panel under contacts, leads, and targets.

• Receive return texts and have them appear in SMS Messages sub-panel and in an easy-to-use dashlet on your home screen.

Table of Contents

1. Sending a Message
  A. Sending a One-Off Text
  B. Sending an MMS Message
  C. Sending a Group Message
2. Creating a template
3. Messaging Dashlet
4. International Messaging
5. Messaging Footer
6. Release Notes
7. Support

1. Sending a Message

A.  Sending a One-Off Text

1. In order to send one-off texts, access any module that contains mobile phone numbers (Contacts, Leads, etc.).

2. Chose the record you want to send a message to. Next to the phone number, you will find a speech bubble. Click on it.

You can do so, from either the list view directly.

Alternatively, enter the record view of the chosen contact.

3. The Messaging window appears. You have two choices to send a message:

a. You can send a manual, custom message. Simply type the message you want to send in the text field, and then click Send.

b. You can select a message from the Message Templates dropdown list. 

Click on Search and Select... and choose a message from the list in the new window.

You can preview the message by clicking on the eyeball icon on the left of the record.

After choosing the message you want, click on Confirm on the popup warning message. Then click Send.

The message then defaults to the template. You can leave it as is, or customize it. Then click Send.

B. Sending an MMS Message

1. In order to send an MMS message, follow steps 1 through 3 mentioned in section A. above. 

2. Choose Image from the dropdown menu in the section Send Text or Image.

3. Choose the image by clicking on Choose File, in the File section. Images must be less than 1MB in size to guarantee delivery.

4. Once you have chosen the image, click on Send.

5. After you send a text, the sent text appears in the Messages Sub-Panel under the Contact.

6. By clicking on the message you can see the Status of the message and if the message has been read in Message Read.

C. Sending a Group Message

1. Access any module that contains mobile phone numbers (Contacts, Leads, etc.).

2. Choose the records to which you want to send the message.

3. Click on the dropdown menu on the top-left and choose to Send Message.

4. You will be requested to select a template.

5. Click on Search and Select... to open the template list.

6. Once the template is selected click on Send.

2. Creating a template

In order to create a message template follow these steps:

1. Click on the three vertical dots on the module bar and choose Message Templates from the dropdown list.

2. Click on Create.

3. Give your template a Name and add the Available Fields you would like to populate in your message from the dropdown menu. Then click on Add to Template.

4. Once your message is created, click on Save.

5. A pop-up message will let you know that you have successfully added a new template and it will appear in the template list.

6. You can preview existing templates by clicking on the eyeball icon.

7. You can also Edit or Delete the template, by choosing one of these options from the dropdown menu.

3. Messaging Dashlet

You can also send a message using the messaging dashlet that appears on the right of a record in any of the modules that contain mobile phone numbers (Contacts, Leads, etc.). Here you will also see the messages sent via the steps mentioned above. The messages in the dashlet are shown from the oldest on top to the newest at the bottom.

To send a message, type in your message in the text box and click Send.

The status and if the message was read or not appear as icons next to the name.

Note: No MMS or template messages can be sent from the dashlet! These do however appear in the dashlet message overview if sent through the steps mentioned above.

4. International Messaging

In order to send an international message:

 

1. Ytel ONLY: If you are sending to a country other than your default when sending the message, you must select a phone number in that country.

 

2. Twilio; you can send to any country.

5. Messaging Footer

The Messaging footer is an easy way to choose between phone numbers to send a message from. You can do so by clicking on the Messaging tab, on the bottom left of the screen.

You can choose from the list of numbers you have downloaded while configuring Messaging for Sugar and then click on Save.

6. Release Notes

Version 2.6.5

• Expanded the logic to handle additional messaging failure cases as returned by Ytel V4.

Version 2.6.4

• Updated additional logic to handle the Ytel V4 status of `message failed. this account cannot send more than 50 messages to unregistered numbers.
• Updated to no longer send email notifications when messages arrive.

Version 2.6.3

• Properly display the error messages that are returned from the V4 API

Version 2.6.2

• Corrected the Messaging Footer to properly select the user's current Phone Number.
• Updated the icons to use sugar icons instead of font-awesome which is for Sugar 11.

Version 2.6.0

• Ytel v3 API reaches its End of Life (EOL) on Dec 31, 2021. This release is to update Sugar SMS Messaging to work with the Ytel v4 API

Version 2.5.14

• Updated the configuration screen(s) to work with Sugar 11

Version 2.5.13

• Resolved an issue with SugarBPM not being able to properly display fields for Contacts, Leads & Targets

Version 2.5.12

• Resolved a bug when creating a Module Builder module based on the Person object. This bug fix will ensure that the new Person object does not have all of the Sugar Messaging fields which causes an issue with SugarBPM

Version 2.5.11

• Sugar 10.3 has increased the scrutiny of files passing through the package scanner. The file custom/include/SugarObjects/templates/person/vardefs.php did not have $module defined as its part of the compilation of the cache/modules/<Module>/<Module>Vardefs.php. We updated the file to pass with Sugar 10.3 package scanner.
• Updated the custom phone field to work the changes
• Resolved an issue where the Messaging Template was incorrectly indicating that a field was locked
• When working with a Messaging Template, you can now place the fields where the cursor is located. Previously, the field was always placed at the end of the message box.
• Updated the Carrier Lookup for Ytel to return any errors directly from Ytel
• Added the ability to have custom template parsing when using Sugar Messaging with modules other than, Contacts, Leads, and Targets. Add a file custom/modules/PH_SMSMessages/include/customParser.php to add the functionality
  class customParser
  {
  function parse(PH_SMSMessages &$bean)
  {
  }
  }

Version 2.5.10

• Removed debugging statements from dashlets and configuration screens

Version 2.5.9

• The API endpoint from Ytel has changed. This update updates the API endpoint to https://api.ytel.com/api/v3/ instead of https://api.message360.com/api/v3/

Version 2.5.8

• Sugar 10.2 altered the footer for SugarLive; we have updated the code to add the Messaging option back onto the footer

Version 2.5.7

• Sugar 10.2 introduced even more restrictions as part of the package scanner. This version will pass the updated package scanner.
• Added the ability to set the default country via the connector settings. This should be the 2-letter country code, e.g., US, AU

Version 2.5.6

• Sugar 10.1 introduced new restrictions as part of the package scanner. This version will pass the updated package scanner.

Version 2.5.4

• Resolved issues with variable types used when communicating to the various providers

Version 2.5.3

• Resolved issue with merging Contacts, Leads, or Prospects
• Added missing icon for the Do Not Message module so that it appears correctly in reports
• Added the ability to extend finding the inbound caller. This will allow for searching in modules other than Contacts, Leads, Prospects, and Users
• Added the ability to click-to-message on the list and sub-panels views
• Correct the template for Phone Mobile to correctly display the Click to Call if Skype Out is enabled

Version 2.5.2

• Resolved an issue with utilizing additional modules with a phone_mobile to generate a message

Version 2.5.1

• Twilio is now available as an SMS Provider

Version 2.5.0

• Refactored Sugar Messaging to support additional SMS providers such as Twilio, Plivo, Nexmo, and Infobip
• Improved the display of inbound/outbound MMS messages on the Messages record view and the Messages Dashlet

Version 2.0.2

• Added missing fields for Calls and Meetings sms_reminder_time and sms_reminder_sent

Version 2.0.1

• Sending Messages from the List View
• We have improved the Mass Sending of SMS Messages. Mass Sending of SMS Messages from the ListView will now queue the messages and send them in the background
• Bug Fixes
• The ID generated for the Do Not Message module has been updated to utilize the standard ID generation functionality of Sugar
• We have corrected the width of the text areas to type a message within the Chat Dashlet on record views

Version 2.0.0

• MMS

  • MMS-enabled phone numbers can be purchased for an extra fee

  • Images and MP4s can be sent and received on MMS-enabled numbers.

    • SMS-enabled numbers can not receive or send images

  • The List Numbers API from Ytel now includes details about the phone number being MMS enabled; the logic has been updated to download MMS information directly from Ytel via the Download Phone Numbers functionality

• The Chat dashlet has been rewritten; users can now have a full conversation from within the dashlet.

  • The dashlet enables outbound SMS messages from within the dashlet

  • The dashlet will automatically display inbound messages as they arrive

  • The dashlet will display MMS images

  • The dashlet will display all messages to the Mobile Phone number
    
    

    

• Messages

  • Users can reply to a message directly from viewing a Message.

  • The recipient's phone number now has the SMS 💬 icon to reply to the message

  • The record view will display MMS images

  • The record view is now editable; you can add custom fields and they will be able to be edited.

  • In addition to sending Messages to Contacts, Leads, and Prospects, it is now possible to send messages to Users

• Meetings and Calls

  • The record view has been updated to add a Message Reminder Time along with the OOTB Popup and Email Reminder Time

  • SMS reminders will automatically be sent to all Contacts, Leads, Prospects, and Users
    
    

    

• Schedulers

  • A scheduler has been added that has the ability to download inbound messages. This is done to ensure that no messages are missed. OOTB is set up to execute once per hour.

  • A scheduler has been added to send SMS message reminders for Calls and Meetings

  • A scheduler has been added to properly format the Mobile Phone of Contacts, Leads, Prospects, and Users

• Command Line

  • A command-line addition has been added to the bin/sugarcrm command. This adds the ability to manually download all inbound messages from the previous year. The command is bin/sugarcrm fbsg:downloadinboundmessages

  • command line takes as a parameter an interval. This is can be D, M, or Y. Examples: 1D (1 Day), 1M (1 Month), 1Y (1 Year)

• International SMS

  • International SMS-enabled phone numbers can be purchased for an extra fee

  • When sending an SMS to an international number, the sending algorithm will select a local in-country phone number to send from.

  • If no available in-country phone number is available. The message will not be sent.

• Contact, Leads, Prospects

  • The Messages sub-panel has been updated to display all messages to the record's mobile phone number

  • The field, phone_mobile_e164, has been added to the contacts, leads, and prospects tables. Along with a corresponding index.

• Users

  • The field, phone_mobile_e164, has been added to the contacts, leads, and prospects tables. Along with a corresponding index.

• Do Not Message

  • A new module has been added that centralizes the Do No Message functionality across the mobile phone number

  • This functions like the opt-out of an email address

  • Before sending a message, the phone number is checked for Do Not Message

  • Inbound SMS messages are checked for the opt-out word, STOP, END, QUIT, CANCEL and UNSUBSCRIBE. If one of these single words is received. The phone number will be marked as Do Not Message.

    • (The opt-out word must be the only word in the message. They are not case-sensitive)

  • Conversely, Inbound SMS messages are checked for the opt-in word, START or SUBSCRIBE. This will remove the Do Not Message flag.

• Notifications

  • The administrator can configure who will be notified of the inbound messages. Options are the record owner or the most recent person who sent the message.

• Bug Fixes

  • Inbound voice calls to US-based SMS numbers will properly be redirected.

Version 1.2.11

• Updated to the latest Ytel International Beta v3 https://intl-beta.ytel.com/?version=latest#intro

Version 1.2.5

• Added custom logic to handle Ytel's international beta program to be used

• Added highlight.js to the chat window so that URLs are clickable

Version 1.2.1

• Corrected issue where an error generated by the messaging platform, will properly get set in the messaging module

Version 1.2.0

• Added a new field to the Phone Numbers module. The new field Ringback Phone Number is used if a person calls the SMS Number. The inbound call will be redirected to the Ringback Phone Number. If there is not a Ringback Phone Number, the default phone number set up in the configuration will be used.

• Added a new field to the Messages Module that indicates whether the message has been read or unread. This field can be used in Dashlets, workflows, etc. There is also added functionality to mark the message as read/unread on both the record view and within the Chat Dashlet

• SMS Messages are limited to 1,600 characters. This is enforced by the SMS Vendor. If there is an error sending a message, the message will be flagged as failed and an error will be shown.

• Chat Dashlet

  • The red-eye icon with a slash through it indicates that the message has not yet been read.

  • The green eye icon without the slash indicates that the message has been read.

  • Clicking either eye icon will update the Message with the appropriate new status

  • Added a link icon that will take you directly to the message so you can view the details

  • Corrected an issue where the details of a message will now display properly if the message has newlines

• As an administrator, you can now access the Phone Number module from the Messages menu.

• If a voice call were to be placed to an associated Messaging Phone Number, the call will be routed based on these rules

  • If there is a Ringback Phone Number set in the Messaging Phone Number, the Ringback Phone Number will be called.

  • If there is not a Ringback Phone Number, the Company Phone Number in the Messaging Setup will be used, SugarCRM/#PH_SMSMessages/layout/setup

Version 1.1.8

• Corrected logic so that a message can be sent from mobile

• Added default layouts of mobile screens

• Limited a message to 160 characters on desktop

• Expanded the Chat History Dashlet to take up more of the Intelligence Pane

• Automatically scroll the Chat History Dashlet to the most recent message

• Added visual elements to the Chat History Dashlet so that the user can tell if a message is queued, successful, or other

• The Sugar Notifications will not include the inbound SMS Message and not a generic message

Version 1.1.7

• Continued removing of all references to debugging

• Fixed issue with Sugar 7.8 and Campaigns by adding a require_once to the view.detail.php

Version 1.1.6

• Added a new Dashlet for the Contacts/Leads/Prospects/Messaging Modules that shows the threaded conversation

• Added a new status if an error is received when sending a message to Ytel and the person is on the DNC list or has sent a STOP message

• Cleaned up JavaScript and PHP - removed debugging statements

Version 1.1.5

• Updated some program files for compatibility with Sugar 7.8 and PHP 5.6

Version 1.1.4

• Corrected an issue where variables needed for the mass sending of messages were missing. Added the missing variable back to Contacts, Leads, and Prospects

Version 1.1.3

• Upon an inbound Message being received, we have added it to the notifications. You will be notified in the upper right-hand corner.

Version 1.1.2

• Added new configuration options. On the configuration screen, the following fields are now available

  • Expiration Date: This is the date your license expires

  • Days Until License Expires: Number of days remaining before your license expires. This is calculated once per day if an SMS is sent. The number of days only gets updated if an SMS is sent

  • Your company phone number is required, this field is for a future function that will direct inbound phone calls to your SMS message phone numbers.

  • Phone Number Format: Allow you to choose from the available options to format how phone numbers will be stored in the DB and displayed on the screen.

  • URL - If there is a proxy or the $sugar_config['site_url'] is not correct, this is where you will enter your proxy URL; the URL should not include the /rest/…..

  • Enabled: Is automatically set based upon the Expirations Date

• We have added the ability to use the template fields functionality on regular messages.

Version 1.1.1

• Added the additional configuration options for Phone Number Format and Inbound Phone Routing

• Added to the fbsg_PhoneNumbers module a new field mms_enabled. This field is not exposed to the UI. If this field is set to 1, upon creation of a message, a new option is presented which allows an MMS message to be sent

• MMS Messages can only be sent by Ytel with Phone Numbers that are MMS enabled. You must contact Ytel support [e-mail] to ask for an MMS-enabled phone number.

Version 1.1.0

• Compatibility with Sugar Cloud

• Ability to download available Phone Numbers from Ytel, that can be used to send SMS Messages

Version 1.0.1

• Licensing has been added, validation that a license is valid before sending a message

• Configuration of the Environment from the Configuration Screens, all you need to know is your License Key

Version 1.0.0

• Initial Release - Ability to Send and Receive SMS Messages from within SugarCRM, Details can be found at https://fayedigital.com/software/sugar-sms-messaging/ 

7. Support

Support for the Faye Messaging for Sugar product is provided by the Faye support team. The Faye Support team can be contacted via email at [e-mail].

Should you contact the support team with an issue or question please also include the following information that will allow us to better address your inquiry:

• Your company name
• Explanation of your issue or question

For more information about Faye visit our website at https://fayedigital.com/