by SimpleCRM-Sales

Define "intent" keywords and automatically capture leads or create cases within your SugarCRM or SuiteCRM instance from your Facebook page.

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SugarCRM Facebook Listener plugin is for capturing leads or cases directly from your Facebook page. If any Facebook user leaves a comment on your company FB page and the comment contains any of the pre-defined keywords, a lead or case (depending on the keyword) will get created within the CRM, which can then trigger a workflow for lead / case assignment or notification. This plugin works with SugarCE, SuiteCRM and Commercial Editions of SugarCRM. [You need at least temporary admin access to the Facebook page that you want to connect to your CRM].

How it works?
From CRM side a scheduler monitors the comments posted on company's Facebook page and if certain keywords are present in those posts, the scheduler creates a case or lead in CRM. CRM side user can respond to the FB comment in form of notes from within that lead or case. If Facebook user comments/replies to the original post, a note will create in CRM under the same case or lead.

A. Listening to Positive Sentiments / Lead Creation from Facebook

  1. Facebook user comments on company's Facebook page.
    fb_comment.png

  2. Lead created in CRM, since case keyword(suggest) is present in the post.
    lead.png

  3. CRM user creates a Note within the Lead record.
    welcome_note.png

  4. The Note automatically gets posted in Facebook under the user's comment.
    fb_page_comment.png

  5. Facebook user reply/ comment in Facebook post.
    fb_user_comment.png

  6. Based on the user reply/ comment in Facebook post, notes created automatically in CRM under the Lead.
    crm_notes.png
    fb_notes_crm.png

B. Listening to Negative Sentiments / Case Creation from Facebook

  1. Facebook user comments on company's Facebook page.
    post.png

  2. Case created in CRM, since case keyword(not happy) is present in the post.
    case.png

  3. CRM user creates a Note within the Case record.
    note.png

  4. The Note automatically gets posted in Facebook under the user's comment.
    note_contents.png

Supports On Premise Hosting

Works great with your own hosting. Sugar's On Demand hosting is not currently supported.

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