SugarCRM SupportProduct GuidesPlug-insSugar ConnectSugar Connect User Guide for Google Workspace

Sugar Connect User Guide for Google Workspace

Overview

This guide walks through the terminology, features, and functionality enabled by Sugar Connect for Google Workspace (formerly G Suite), a Chrome browser extension that lets you work with your Sugar data without navigating away from Gmail. You can use Sugar Connect to sync your Sugar and Google contacts and calendars, create new Sugar records, utilize your Sugar email templates, and easily archive incoming and outgoing email messages and attachments to Sugar.

Note: This guide is for Google Workspace users only. If you have installed Sugar Connect for Office 365 in Outlook, please refer to the Sugar Connect User Guide for Office 365.

Administrators can find more information on configuring Sugar Connect before users can install it in the Sugar Connect Deployment and Administration Guide. For the steps that users should take to install and activate Sugar Connect, refer to the Sugar Connect User Installation Guide.

Prerequisites

  • Sugar Connect for Google Workspace must be installed on a Google Chrome browser. For steps to install Sugar Connect for Google Workspace, please refer to the Sugar Connect User Installation Guide.
  • Refer to the installation prerequisites for important information about purchasing, deploying, and installing Sugar Connect.
  • This guide applies to Sugar Connect for Google Workspace and is used with your Gmail, Google Contacts, and Google Calendar accounts. If you have installed Sugar Connect for Office 365 (Outlook), please refer to the Sugar Connect User Guide for Office 365 instead. 

For more information, please refer to the Plug-ins Supported Platforms page.

Terminology and Features

Term Description
Sugar Connect Portal The portal is the website where your Sugar Connect features can be set up and managed.
Sugar Connect Sidebar The sidebar is a panel in Gmail where you can work with Sugar records related to your email and calendar contacts.
Email Archiving Create a copy of an email message from Gmail as an email record in Sugar's Emails module and relate it to any associated records found in Sugar. 
Email Templates Use the email templates from your Sugar instance without leaving Gmail.
Send Later Set a date and time in the future to send an email message.
Email Tracking Enable tracking on your emails to view the number of opens, links clicked, and replies in the sidebar or Sugar Connect Portal.
My SugarCRM Tasks List View and interact with a list of your assigned Sugar tasks directly in the Gmail inbox above your list of inbox emails.
Sugar Connect Meeting Scheduler Generate a unique, shareable link to let others see your availability, schedule a meeting with you, and automatically add the meeting to your calendar.
Record Sync The sync process shares data between Google and Sugar by first creating a corresponding record in the opposite system and then pushing changes back and forth from one or both sides. Sugar Connect enables lead and contact synccalendar sync, and task sync between Google and Sugar.

The Sugar Connect Portal

Users will primarily engage with Sugar Connect via the Sugar Connect Sidebar, but all Sugar Connect users also have access to a portal website where they can set up and manage certain Sugar Connect features. The portal is also where Sugar Connect administrators can perform administrative functions such as creating and managing user accounts. All Sugar Connect users can access the portal by selecting "Open Sugar Connect Portal" from the Sidebar Settings Menu

For complete information on using the Sugar Connect Portal, please refer to the Sugar Connect Portal User Guide.

The Sugar Connect Sidebar

The sidebar is the heart of Sugar Connect. It allows you to view and edit Sugar records in Gmail without opening your Sugar instance. The following sections explain how to access the sidebar, load email senders and recipient details in the sidebar, and how to work with the sidebar's home view, list view, and record view.

Accessing the Sidebar

To access the Sugar Connect sidebar in Gmail, simply click on the Sugar icon on the right side of Gmail:
connecticon

Note: Some Gmail themes allow you to collapse the panel to the right of the screen. If you do not see any icons there, look for an arrow in the bottom corner of Gmail to expand the side panel icons. 

Loading Senders and Recipients in the Sidebar

Sugar Connect can find the lead or contact record associated with an email address that is included as a sender or recipient on an email message. Simply view any email message and Sugar Connect will load the Sugar details for the first email address it finds a match for in the sidebar's Record View.

To view the details of other senders and recipients on the message, simply hover your mouse over an email address in the message and Sugar Connect will instantly refresh with either its match from Sugar or the option to add a new Sugar record (i.e. a lead or contact) if the email address is not found. You can also click on the dropdown to retrieve additional email addresses found in the To, From, and CC fields of the current message and view their related Sugar lead or contact records in the sidebar. 
emaildropdown

It is also possible to load Sugar details in the sidebar when creating a new message or meeting. Simply add at least one recipient or guest and Sugar Connect will automatically search for their related email addresses.

Note: When switching your inbox settings in Google Workspace to enable or disable the reading pane with a split-screen, it is advisable to refresh your browser to ensure Sugar Connect displays the correct information.

The default view for the sidebar is the Home view. Click the Home button at the bottom of the sidebar to access the main Sugar Connect home view.
gmail-home

From the Home view, you can access Sugar data and perform actions enabled by Sugar Connect:

Home Feature Description
Search Sugar Use the search bar to quickly find specific Sugar records and view and edit them using Sugar Connect.
Tracked Emails View a list of emails currently being tracked.
Tracking Activity View a list of email tracking activities in chronological order.
Scheduled Emails View a list of queued, completed, and failed emails that were set to archive or marked as Send Later using Sugar Connect. 
Sugar Records View lists of opportunities, tasks, cases, and other Sugar records in the Sidebar List View.
Settings Manage your settings and options by clicking the gear icon located at the bottom of the sidebar.
Back The left-facing arrow at the bottom of the sidebar will return you to the previous sidebar screen.

Sugar Connect provides simple access to your Sugar records via search directly from the sidebar. 

Note: Users will only be able to see records as allowed by their team membership, user access type, and assigned roles in the Sugar application. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Sugar Administration Guide.

From the Home view, click inside the "Search Sugar" box, type a query, and press "Enter" on your keyboard to search the Sugar database for records in all of the modules to which you have access. 
searchbar

To further refine search results, you can limit the search to a particular module using the module selector next to the search box. By default, the selector will be set to "ALL", indicating that all modules are being searched. Click on the word ALL (or on the currently selected module name) to reveal the list of available modules to be searched. You can even select multiple modules to search at once, which will result in the search box containing multiple module badges:
searchbar2

Note: Module filtering is not available when performing searches from a module's Sidebar List View because the module is automatically set by default in the list view.

To view the details of a search result, simply click on the record's name to view it in Sidebar Record View, where you can see its details, related record subpanels, and perform record actions such as editing the record or navigating to the record in your Sugar instance. To return to the list of search results, click on the Back button at the bottom of the sidebar.
search-record-view

The Settings menu is always visible via the gear icon at the bottom of the Sugar Connect sidebar:
settings

The Settings menu contains the following links:

Settings Menu Item Description
General Options View and update options to show the My Sugar Tasks dashboard, enable dark mode, save attachments by default, automatically sync outgoing emails, and relate emails to Sugar contact and account records on archive.
Email Tracking Options View and update options to track email opens, link clicks, and replies.
Open SugarCRM Navigate to your Sugar instance's URL in your web browser.
Open Sugar Connect Portal Navigate to the Sugar Connect Portal in your web browser.
Documentation Navigate to the Sugar Connect support site in your web browser.
Reload Refresh the connection between Sugar Connect and Sugar, fetching the latest changes to records and filters.
About Sugar Connect View connector-related information including add-in version, Sugar version, and authentication details.
Disable / Enable Sugar Connect Disable or re-enable the Sugar Connect for Chrome extension without deleting it completely or revoking your credentials.
Log Out Revoke your login credentials without uninstalling or disabling Sugar Connect. After logging out, you will have the option to log back in to the sidebar as the same user or switch to a different user.

General Options

The General Options section of the Sugar Connect Settings contains the following user-configurable settings:

  • Show My Tasks List Dashboard: Enable or disable the My Sugar Tasks dashboard that appears at the top of your Gmail inbox.
  • Turn on dark mode: Enable or disable dark mode within the Sugar Connect sidebar to coordinate with your Office 365 style.
  • Save attachments by default: Enable or disable saving email attachments by default.
  • Auto-Archiving of Outgoing emails: Enable or disable archiving outgoing emails automatically. Before sending, individual emails can be prevented from archiving by disabling the "Quick Archive to Sugar" menu option.
  • Relate emails to contact and account automatically on archive: Enable or disable automatically relating an archived email (incoming or outgoing) to the matching Sugar contact and account record(s), if applicable.

generaloptions

From the Home view of the Sugar Connect sidebar, click on a module name to view lists of Sugar records in the sidebar. By default, you will see records assigned to you or due today but you can easily apply other filters.

For example, from Sugar Connect's home view, click on "Accounts" to view a list of Sugar accounts.
home-accounts2

The sidebar will display a list of records for the selected module. From the list view, you can filter and perform actions on the displayed Sugar records. When you hover over a record, you will see a pop-up that shows additional information about the record. When you click on a record from the list view, you will be shown its record view in the sidebar.
popout

Filtering List View

To filter the list of visible records in a module list view, click on the Filter icon and apply one of the module's available filters. Any custom filters created by the logged-in user will also be available at the top of the filter list.
custom-filter

List View Actions

To perform actions on the list of records in a module list view, click on the Actions menu next to the filter icon:
list-actions

The following list-view actions are available:

Menu Item Description
Search Records Use the search bar to quickly find specific Sugar records in the selected module.
Create Record Create a new Sugar record in the selected module from the Sugar Connect sidebar.
Refresh Fetch the latest list of records and filters from Sugar.

In addition, when viewing task records in list view, you can click on the empty checkbox next to a task to mark it "Completed" in Sugar. For more information, refer to the Working With Tasks section.

From the list view, click on a record's name to view its details from Sugar. The record's fields, panels, and subpanels will be presented as they are configured in your Sugar application by default. Sugar Connect Portal admin users can enable and disable fields from being displayed in the sidebar Record View. For more information, refer to the Customization section in the Sugar Connect Deployment and Administration Guide. From the record view, you can use the Actions Menu to perform actions such as editing the Sugar record and add related records just as you would in Sugar. 

Record View Actions

To perform actions on a record from the sidebar, click on the Actions menu:
record-actions

The following record actions are available: 

Menu Item Description
View in Sugar Navigate to this record in your Sugar instance via web browser.
Edit Entry Edit the record via Sugar Connect and sync the changes with Sugar.
Convert Lead Shown for unconverted leads only, convert the lead into a contact, account, and opportunity without leaving the sidebar.
Refresh Fetch the record's latest details from Sugar.

While in record view, you can relate new or existing Sugar records to the current record you are viewing.

To create a new record in Sugar related to the current record you are viewing in the sidebar, scroll down to the related record's subpanel and click on the plus sign.
create-related

To relate an existing Sugar record to another Sugar record, view the primary record via the sidebar, scroll down to the related record's subpanel, and select "Link Existing Record" from the subpanel's Actions menu.
link-related

Working With Your Sugar Data in the Sidebar

From the Sugar Connect sidebar, you can work directly with your Sugar records by creating and editing records, converting leads, and even completing your Sugar tasks without leaving Gmail.

Note: For more information on syncing Sugar data with Google data, refer to the Contact Sync and Calendar Sync sections.

Creating Leads and Contacts in the Sidebar

There are several ways to create new Sugar leads and contacts from Gmail via the Sugar Connect sidebar:

  • Creating via Received Mail: Hover over an email address or open an email sent by a person using an email address that is not found in Sugar and the sidebar will give you the option to add the sender as either a contact or lead.
  • Creating via Message or Meeting Compose: Enter an email address that is not found in Sugar into the recipient line of a new message or reply message. The sidebar will give you the option to add the sender as either a contact or lead.
  • Creating via Sidebar List View: You can also create new leads and contacts from the List View actions Menu when viewing leads or contacts in list view.

Once you have initiated creating a new record, fill out the information in the new lead or contact form. When creating a contact, you will have the option to copy the address information from the related account record. Once you complete the create record form, expand the Actions menu, and select "Save Changes" to save the new record in Sugar.
createlead

Creating Other Sugar Records

You can easily create Sugar records in the sidebar via the "Create Record" option in the List View actions menu
create-acct

After completing the record's details, return to the actions menu to select "Save Changes" or "Save and Create New".
createnew

The new record will be saved in Sugar, and you can navigate to the record in Sugar via the "View in Sugar" option in the Record View actions menu.

Editing Sugar Records

You can easily edit Sugar records in the sidebar via the "Edit Entry" option in the Record View actions menu
edit-entry

After editing the record, return to the actions menu to select "Save Changes".
save-changes

The changes you save will be synced to and reflected in Sugar.

Converting Leads

Sugar Connect lets you convert leads into contacts, accounts, and opportunities from the sidebar in Gmail.

  1. When viewing a lead in the sidebar, open the Record View Actions menu and select "Convert Lead".
    convert-lead
    Note: If the lead's status is already "Converted", the Convert Lead option will be grayed out.
  2. Next, you will be prompted to associate a contact, account, and optionally, an opportunity.
    • If the record(s) you want to associate with the lead is already in Sugar, then you can start typing in the given field or click "Search and Select" to find a match from Sugar.
    • To create a new record in Sugar to associate with the lead, click on the Create (+) icon next to the field.
      searchandselectconnect
  3. Once you have finished finding and creating the records you want to associate with the lead, select "Save and Convert" from the Actions menu.
    save-and-convert

The sidebar will display a success message and you can find and navigate to the converted contact and related records below the lead's details in the sidebar.
converted

Working With Tasks

When viewing task records from Sugar in the Sugar Connect sidebar's list view, an additional option is available to quickly mark your tasks as complete. Click inside the task's adjacent checkbox to update its status to "Completed" and sync the change with Sugar.
complete-tasks

For more information on working with tasks using Sugar Connect in Gmail, refer to the My SugarCRM Tasks List section.

Google Groups

For users working in shared inboxes, Sugar Connect can be used with Google Groups. If you are a member of a Google Group with emails distributed to each member, you may use Sugar Connect while viewing these emails and logged into your email address associated with your Sugar instance and Sugar Connect tenant. For example, your organization may have a Google Group with an email alias of "sales@yourcompany.com" of which you are a member. You, and all other group members, will receive emails sent to that email alias and may choose to view or create Sugar records and archive emails as you would normally. The created records and archived emails will be assigned to you in Sugar. Please note, because each member of the group will receive the same emails and therefore can choose to archive them individually, duplicate record creation in Sugar may occur.

For information and steps to implement Google Groups in your organization, refer to Google Groups Help.

Note: Sugar Connect is not supported with Google's Collaborative Inbox or delegated accounts.

Emails

When working with email messages in Gmail, Sugar Connect lets you easily archive emails and attachments, use your Sugar email templates, set a delay on emails that you want to write now but send later, and track if and when your emails were opened, links were clicked, and replies sent.

Email Archiving

When an email is sent to or received from an email address that is associated with a Sugar contact, Sugar Connect can archive the message to the contact and its parent account. Emails will be archived to any Sugar contacts and accounts that match the email addresses in the message's To, From, CC, and BCC fields. Emails can be archived more than once if needed.

There are several ways you can archive emails in Gmail.

  • Quick Archive to Sugar: Archive and relate the email to the Sugar record with a matching email address.
  • Archive With Options: Select which attachments to archive and select the Sugar record(s) that you want to relate to the archived email.
  • "Copy to CRM" Mailbox Label: Apply the "Copy to CRM" Gmail label to quick-archive one or more email messages on the next Sugar sync.
  • Auto-Archiving: When enabled, Auto-archiving for a specific contact will ensure emails sent to the contact are archived to Sugar.

Please click on the archiving options above to read more information about each method.

Note: To archive an email to a custom module, there must be an existing relationship to the Activities. For more information, refer to the Creating Relationships documentation in the SugarCRM Administration Guide.

Quick Archive to Sugar

When you are viewing a message in Gmail, click on "Quick Archive to Sugar" to save the email to Sugar and relate it to the Sugar records (i.e., accounts, contacts, leads) that match the email addresses in the message's To, From, CC, and BCC fields. You can use quick-archive for existing email messages (e.g. sent messages, messages in your inbox) and messages you are sending from Gmail. When the option to "Save attachments by default" is enabled, the email attachments will be archived as well.

Note: Emails archived using Quick Archive to Sugar will be flagged with the "Copied to CRM" label as it is using the "Copy to CRM" Mailbox Label.

Quick Archive for Existing Messages

When you are viewing a message in your Gmail inbox, click on the message's Sugar icon and select "Quick Archive to Sugar" to archive the email to Sugar and relate it to the Sugar records (e.g., accounts, contacts, leads) that match the email addresses in the message's To, From, CC, and BCC fields.
connecticon3

Quick Archive for New Messages

Similarly, you can use Quick Archive to Sugar when you are composing an outgoing message. Make sure to add the subject, body, and message recipient(s) first and then click on the Sugar icon and select "Quick Archive to Sugar". When you send the message, the email will be archived to Sugar and related to any Sugar records with matching email addresses.
Note that you can confirm that an outgoing message is ready to Quick Archive by looking at the Quick Archive to Sugar menu option. The text and icon will have changed to blue text with a checkbox enabled if it has been queued for Quick Archive. You can select it again to reverse the Quick Archive designation if you decide not to archive the email.
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Archive With Options

The "Archive With Options" functionality will open the full archive window and let you manually select the Sugar records (e.g., contacts, cases, opportunities) to relate to the email and to select which attachments you want to archive in Sugar. You can use Archive With Options for existing email messages (e.g. sent messages, messages in your inbox) and messages you are sending from Gmail.

Note: Emails archived using Archive with Options will be flagged with the "Copied to CRM" label as it is using the "Copy to CRM" Mailbox Label.

Archive With Options for Existing Messages

Use the following steps to leverage the "Send With Options" functionality when you are viewing a message in Gmail.

  1. Click on or open the email that you want to archive to Sugar.
  2. Click the message's Sugar icon and select "Archive With Options".
    connecticon3
  3. In the popup window, place a checkmark next to the records that you want to relate the email message to in Sugar.
    save-with-options
    • Use the Search tab to find additional records. You may select any combination of lead, contact, account, opportunity, revenue line item, and case records to relate to the email.
      search-tab
    • By default, no message attachments will be selected for archive, but you may select any attachments that you want to upload to Sugar under the Attachments tab. You can also choose to select all or none of the images embedded into the email. When the option to "Save attachments by default" is enabled, the attachments will be automatically selected.
      attachments
      Note: Images embedded using a URL that points to an external source will not be archived.
  4. Select the team and assigned user to save on the Sugar email record and then click on "Save" to close the window.
    Note: The Teams field is set to Global by default, but you can change the Teams field on a per-email basis.

On save, the email message's content will be copied to a record in Sugar's Emails module, any attachments will be archived to the Notes module, and the new email and note records will be related to the records you selected in the dialog.

Archive With Options for New Messages

You may also choose to leverage the Archive With Options functionality when you are composing an email message in Gmail. Sugar Connect lets you send the message to both the chosen recipients and archive to your Sugar instance at once. Use the following steps to archive to Sugar the email you are sending from Gmail.

  1. Compose a new message in Gmail or reply to or forward an existing message.
  2. Once you have entered the subject, body, and recipients for the email, click on the message's Sugar icon and select "Archive With Options".
    connecticon5
  3. In the popup window, place a checkmark next to the records that you want to relate the email message to in Sugar.
    • Use the Search tab to find additional records. You may select any combination of lead, contact, account, opportunity, revenue line item, and case records to relate to the email.
      search-tab
    • By default, no message attachments will be selected for archive, but you may select any attachments that you want to upload to Sugar under the Attachments tab. You can also choose to select all or none of the images embedded into the email. When the option to "Save attachments by default" is enabled, the attachments will be automatically selected.
      attachments
      Note: Images embedded using a URL that points to an external source will not be archived.
  4. Select the team and assigned user to save on the Sugar email record and then click on "Save" to close the archive window.
    Note: The Teams field is set to Global by default, but you can change the Teams field on a per-email basis.
  5. Finish composing your email including all desired recipients and send your message.

Upon sending, the message will be delivered to the recipients and archived to Sugar. The email message's content will be copied to a record in Sugar's Emails module, any attachments will be archived to the Notes module, and the new email and note records will be related to the records you selected in the dialog.

Note: It may take as long as 30 minutes to see the archived email in your Sugar instance.

"Copy to CRM" Mailbox Label

When you installed the Sugar Connect extension, a custom label was created in your Gmail mailbox that you can apply to email messages that you want to archive to Sugar. This makes it easy to select and archive many emails at once to your Sugar instance, set up email rules for handling automatic archive, and to archive emails from your mobile device. When archiving email messages to Sugar using the Copy to CRM mailbox label no email attachments will be included. Navigate to Settings > General Options > enable "Save attachments by default" if you want attachments automatically included.

Note: When using the "Copy to CRM" label, a matching email address must exist in an account, contact,  or lead record for the archive to succeed. Otherwise, the email will not be archived to Sugar.

The label in Gmail is called "Copy to CRM" and is nested under the "Sugar Connect" label:
copy-to-crm-label

For more information on using Gmail labels, please refer to Google's help article, Create Labels to Organize Gmail.

Mass Archive via "Copy to CRM"

To archive many emails at once, simply select the messages and drag them to this label; they will archive to Sugar on the next server sync (typically 15- or 30-minute intervals) if matching email addresses are found in Sugar for the To, From, CC, or BCC fields. Sugar Connect will relate the email to the matching records in Sugar and the label will be updated to "Copied to CRM". If a matching email address is not found, the email will not be archived to Sugar.

Note: The first time the sync is processed, it will only include emails that have been received in the last 90 days. Subsequent sync sessions will include all emails regardless of date received. 
copy-to-crm-drag

Auto-Archive via "Copy to CRM"

Follow these steps to automatically archive email messages received in Gmail: 

  1. In the search bar at the top of Gmail, click on the Down arrow.
  2. For the "From" criteria, enter an asterisk * character to auto-archive all messages from all senders. Alternatively, you can specify certain senders, domains, or keywords to refine the types of messages you want to auto-archive. For more information on creating filters in Gmail, refer to the Google Help article Create Rules to Filter Your Emails.
  3. Do not click Search. Instead, click on the "Create Filter" option next to the Search button.
    create-filter
  4. From the filter actions, select "Apply the label" and select the "Sugar Connect > Copy to CRM" label.
    create-filter2
  5. Click "Create Filter".

After the filter is created, all incoming messages (or the messages that match your filter criteria) will be automatically put into the "Copy to CRM" folder and archived to Sugar if a matching email address is found. If a matching email address is not found, the email will not be archived to Sugar.

Mobile Archive via "Copy to CRM"

While you cannot use Sugar Connect's sidebar on your mobile device, you can still use the power of Sugar Connect to archive emails using the "Copy to CRM" label from the Gmail app.

As an example, follow these steps to apply the "Copy to CRM" label to a message in Gmail using your mobile device:

  1. Tap on the message that you want to archive.
  2.  Open the message's options menu and tap on "Change Labels".
    mobile-change-labels
  3. Select the "Sugar Connect/Copy to CRM" label and then tap "OK".
    mobile-label-as

The message is now labeled "Copy to CRM" and will archive to Sugar during the next server sync if a matching email address is found. If a matching email address is not found, the email will not be archived to Sugar.

Auto-Archiving

When viewing a contact record in the Sugar Connect sidebar, you can enable auto-archiving for that specific contact. This ensures all emails sent to the contact are archived to Sugar. 

As an example, follow these steps to enable auto-archiving for your desired contact record(s):

  1. In the Sugar Connect sidebar, navigate to Home > Contacts > select desired contact.
  2. To the right of the contact's name is an Auto-archive indicator which will appear grey when disabled and blue when enabled.
    disabled
  3. Click the Actions menu and select "Enable auto-archiving".
    enableautoarchive
  4. On the contact record, verify the icon appears in blue to indicate auto-archiving of outgoing emails is enabled for this contact.
    enabled
  5. If necessary, you can click the Actions menu and select "Disable Auto-archiving" at any point.

Note: If you are unable to click "Disable Auto-archiving" it is likely that you have enabled the "Auto-Archiving of Outgoing Emails" feature under General Options.

Archiving Attachments to Sugar

When archiving attachments, you have the option to archive the email along with its attachments or as a stand-alone document.

Archiving Emails With Attachments to Sugar

When archiving email messages to Sugar, Sugar Connect will detect any attachments and embedded images included with the message. When archived together, an email and its attachment(s) are archived as an email and related note(s) records, respectively, in Sugar. During quick archive and when using the Sugar Connect mailbox label, if the option to "Save attachments by default" is enabled, the attachments are automatically archived to Sugar with the message.

When using Archive With Options, you can select which attachments to save under the Attachments tab in the archive window. You can also choose to select all or none of the images embedded into the email. Please note, images embedded using a URL that points to an external source will not be archived.
attachments

Note: Links to Google Drive files appear as attachments when included in an email. However, they are not able to be archived and will not be listed in the Attachments tab in the archive window.

Archiving Attachments as Documents

Sugar Connect allows you to archive an attachment to records in your Sugar instance without archiving the whole email message. This archives the attachment as a document record in Sugar. To do so, hover over the attachment and select the Sugar Connect - Archive button. 
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You will have the option to save the attachment to a related sugar record based on the email address of the sender or to search existing records to save the attachment. You can optionally assign a category and subcategory to the attachments. The values of the Category and Subcategory dropdown fields are inherited from the Documents module in your Sugar instance.

Note: Links to Google Drive files appear as attachments when included in an email. However, they are not able to be archived and will not have the Sugar Connect Archive button available for selection.
category2

Troubleshooting Email Archiving

There are some reasons why email archiving could fail:

  • If the message failed to archive and the confirmation message "Email Saved to Sugar" did not appear, then the email was not saved because of a slow internet connection or connection with your Sugar server. If you experience this issue, try archiving the email at a later time.
  • Sometimes the email archives to a different Sugar record (e.g., account, contact, opportunity, or case) than the one you expected. Double-check in Sugar that the correct relationship was made by searching for the email in the Emails module list view.
  • Errors with the network connection are the most common cause of a failed archive. Check with your company's network administrator to find out if there are network issues.

Email Templates

Sugar Connect communicates with your Sugar instance to retrieve email templates that you have created in your instance. When you use the templates in Sugar Connect, any variables are also detected and filled in automatically.

Note: Users will only be able to see templates as allowed by their team membership, user access type, and assigned roles in the Sugar application. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Sugar Administration Guide.

Email Templates List and Actions Menu

The Email Templates list and the Actions menu are available after clicking "Insert Template" on an email message. 

Compose a new message in Gmail or reply to or forward an existing message, then click on the message's Sugar icon and select "Insert Template".
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Email Templates List

If your Sugar instance is on version 11.0.x or higher, the email templates will be organized by the tags applied to each record, as shown below. For best practices in creating tags for the Email Templates module, please refer to the Optimizing Tag Usage help article. For additional information on email templates and tags, please refer to the Emails and Tags documentation in the Sugar Application Guide. The search bar at the top of the template list allows you to locate a specific template by name.
templates

Email Templates Action Menu

The following options are available in the Actions menu located at the top of the template list:
templatemenu

Menu Item Description
Create Email Template Navigate to your Sugar instance's Email Templates module to create a new template.
Refresh Reload the list of Email Templates from your Sugar instance to retrieve the latest changes.

Using Email Templates in Gmail

To access your Sugar templates in Gmail via Sugar Connect, use the following steps:

  1. Compose a new message in Gmail or reply to or forward an existing message.
  2. Enter the recipient for the email, then click on the message's Sugar icon and select "Insert Template".
    connecticon7
  3. In the popup window, click on a template or use the search to find the template that you want to use.
  4. A preview of the template will load and the name of the lead or contact that matches the recipient's email address in Sugar will appear above the preview.
    templatepreview
  5. Optionally, you may erase the Related To value and start typing a different name or email address to search for leads and contacts from your Sugar database.
    relatedto
  6. Click on "Use Template" to transfer the content of the template to your email message in Gmail. The field variables will automatically be populated with the data from your selected Sugar lead or contact.

Searching Email Templates

If you have a lot of email templates, the template search can help you refine the list and find what you need. In the Insert Template window, click in the "Search Email Templates" search area. As you begin to type, the list will show relevant results that contain the string you enter. Clicking the "x" will clear the search and reset the template list. If your Sugar instance is on version 11.0 or higher, the email templates will be organized by the tags applied to each record.
searchtemplate

Creating Email Templates

The templates you use with Sugar Connect are the templates that you and your fellow Sugar users have created in your Sugar instance. To create a new email template for use with Sugar Connect, simply log into Sugar and create a new template in the Email Templates module. Please note, if your email template in Sugar contains an attachment, the attachment will not be included in the Sugar Connect email template. You can also access the Email Templates module directly from Sugar Connect via the "Create Email Template" option in the Email Templates Actions menu. For more information on creating email templates in Sugar, please refer to the Emails documentation in the Sugar Application Guide.

Note: Because it may take some time for changes in Sugar to sync to Sugar Connect, we recommend using the Refresh option in the Email Templates Actions menu after creating a new template in Sugar. This will retrieve the most up-to-date data and any new templates that have been created.

Editing Email Templates

The templates you use with Sugar Connect are the templates that you and your fellow Sugar users have created in your Sugar instance. You can quickly navigate to and edit an email template from Sugar Connect when you compose a new email message in Gmail. Simply click on the message's Sugar icon and select "Insert Template". Click on the template that you want to edit and an "Edit Template" option will be available at the bottom of the template's preview:
edittemplate

Click on the Edit Template button to navigate to the template record in your Sugar instance where you can edit the email template. For more information on editing email templates in Sugar, please refer to the Emails documentation in the Sugar Application Guide.

Note: Because it may take some time for changes in Sugar to sync to Sugar Connect, we recommend using the Refresh option in the Email Templates Menu after editing a template in Sugar. This will retrieve the most up-to-date data including any changes made to templates.

Template Statistics

When Email Tracking is enabled and email templates are used in combination, Sugar Connect compiles template statistics for each template. The statistics display the number of times: a template has been used in a tracked email, a template has been viewed by the recipient, a link within the email was clicked, and a recipient replied to the tracked email. You can toggle between viewing "All User Stats" or "My Stats" to gain insight into the effectiveness of each email template either across your organization or specific to your tracking history.
templatestats

Send Later

The "Send Later" feature lets you set a date and time in the future to send an email message from Gmail. Simply compose an email message from scratch or by using a template and then click on the message's Sugar icon and select "Send Later" as the last step once you have finished composing your email.
connecticon8

Select a time to send the message, using the "Your time" and "Their time" prompts as guidance. To update the "Their time" value, select a new value for the Timezone field. Lastly, click "Confirm". The email message will close and be queued to send later. They are stored in your Drafts folder, and can be reviewed by clicking on the "Scheduled Emails" badge on the Sidebar Home view.
scheduledemails

Email Tracking

Sugar Connect offers you the ability to track emails sent from Google Workspace to prospects, customers, and anyone with whom you want to track interactions. Email Tracking will show if a recipient has opened your email, clicked any links you provided, and replied. If you have set up any email templates, the same metrics can be tracked and viewed in a summary per template. 

Note: Sugar Connect administrators are able to set the Email Tracking default settings. For more information, please refer to the Tracking Settings section in the Sugar Connect Deployment and Administration Guide.

Enabling and Disabling Email Tracking

The Email Tracking features can be enabled/disabled in the following places:

  • Toggle Tracking: Turn tracking on or off while composing an email.
  • Email Tracking Options: Set your preferences for enabling/disabling default behaviors in the sidebar.
  • Sugar Connect Portal: Set your preferences for enabling/disabling default behaviors in the Email Tracking Settings tab.

Note: The Sugar Connect Portal settings and the sidebar Email Tracking options will mirror each other. Changing a setting in one location will automatically update the other location.

Email Tracking Rules

For Sugar Connect to track emails and display tracking statistics correctly, the following guidelines should be kept in mind:

  • Google Permissions: To track email replies, you must give Sugar Connect permission to access your Google data as explained in the Sugar Connect User Installation Guide.
  • Links: Sugar Connect supports link tracking for the following link types: HTTP and HTTPS. All other link types (e.g., Mailto, RDP, UDP) are not supported and will not be tracked.
  • Recipients With the Same IP Address as Sender: Users may not get any reported event from tracked emails sent to a recipient who is also using Sugar Connect or from users who are using the same IP Address.
  • Email Aliases: Reply events will not work when tracked emails are used with an alias address.
  • Disabled Images: Sugar Connect uses a tracking image/pixel embedded within your tracked email. If a recipient has disabled the option to automatically display images within their email client, the tracking image will not be loaded and Sugar Connect will not be able to notify the user that the message has been opened.
  • Conflicts With Other Email Tracking Providers: Because Sugar Connect uses images embedded in emails to track them, it is important to note that other email-tracking companies will have their own code or images that they may embed on a hyperlink. Sugar Connect cannot track hyperlinks that already have other images/codes embedded on the hyperlink. To avoid conflicts, do not copy/paste hyperlinks from previous emails or from another email. Chances are, those links are already edited or might have its own tracking links from other companies. Instead, use Gmail's "Insert Link" option when adding links in your email.
    • Note: In 2013, Google implemented a change to how linked images are handled in Gmail webmail. These changes affect the way email tracking works. Please refer to this external blog post for more information.
  • Tracking Multiple Email Addresses: Tracking an email with multiple email addresses (To, CC, BCC) will show up as one section on the Sugar Connect side panel. It may appear that the emails weren't tracked because an email sent with multiple email addresses will only be under one "tracking file". The side panel tracks all email addresses; however, it is not possible to see which email address it is tracking. Sugar Connect can only record the location where the email was opened but not who opened the email.
  • Time to Track: Depending on the action performed and the age of the tracked email, it may take a little time to register in Sugar Connect. The older the tracked email is, the longer it takes to track. Slow or interrupted network connections may cause additional delays on tracked events. The following guidelines are typical for tracked events:
    • Clicks and views will take 1-3 minutes to prevent the side panel from being flooded with new events.
    • Reply events will take up to 15 minutes to appear than the actual time the reply was received.
    • After 24 hours of being sent, the statistics and notifications may take up to 3 hours.

Toggling Tracking Within Emails

While composing an email, click the Sugar Connect - Toggle Tracking button. The email will be tracked when the target is blue. When it is grey, the email will not be tracked.
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Email Tracking Options

From the sidebar, click the Options gear icon, and select "Email Tracking Options". You can toggle the following settings, which are enabled by default, off or on based on your preferences:

  • Track clicks on links in tracked emails: When a link is included in either a template or by using the "Insert link" button in your email, you can find out if the recipient clicked it.
  • Auto enable email tracking: All emails sent will be tracked by default unless you click the Toggle Tracking button while in the compose message screen.
  • Show real-time click notifications: A popup will be shown in the sidebar and the Tracking Activity badge will display a number.
  • Enable real-time email view notifications: A popup will be shown in the sidebar and the Tracking Activity badge will display a number.

Note: Some email clients may route tracked emails into a spam folder, thus impacting the delivery/receipt of your emails.
emailtrackoptions

Email Tracking in Sidebar

There are two areas within the sidebar to view the emails you are tracking:

  • Tracked Emails: This badge opens a list of individual emails in the order they were sent. Each email displays the total number of opens, link clicks, and replies. Clicking the arrow will open the details of the statistics including time stamps and locations when applicable.
  • Tracking Activity: This badge opens a list of all opens, link clicks, and replies in chronological order. A red circle with a number will appear to alert you when you have new tracked activity.
    alerts

Note: Once the tracked email's age reaches 24 hours, there may be a delay in updates of tracking statistics of up to 3 hours.

Email Tracking in Sugar Connect Portal

Within the Sugar Connect Portal, you have the ability to view a much more detailed reporting of all tracked emails. For more information please visit the Sugar Connect Portal User Guide.

Calendar Sync

Sugar Connect will sync meetings between Sugar and your Google Calendar. After the initial sync, events that are assigned to you in Sugar will be synced to Gmail and vice versa. The sync interval between Google Calendar and Sugar occurs once every 15 to 20 minutes.

For steps to sync your calendars, please refer to the Sugar Connect Portal User Guide, which covers the Sync Rules for Calendar and how to use the Sugar Connect Portal to sync calendar events with Google Calendar. The following sections cover how to work with synced events in Google Calendar once you have set up the calendar sync.

Note: Sugar Connect Calendar Sync does not support shared calendars.

Viewing Sugar Calls and Meetings in Google Calendar

The way you will view your Sugar events in Google Calendar depends on the option you selected when you enabled calendar sync. If you selected the default behavior, "Use primary calendar", then you can simply switch to your primary calendar view and find the events that have synced from Sugar among the rest of your meetings and appointments. If you disabled the option to use your primary calendar, then Sugar Connect will add a "Sugar" label in Google Calendar which must be selected as a visible calendar to see your synced Sugar events:
gmail-calendar

Creating Sugar Meetings From Google Calendar

To create a new meeting in Google Calendar that syncs to Sugar's Meetings module, you must first set up calendar sync. The default setup option "Use primary calendar" lets you simply create meetings in your primary calendar view and they will sync to Sugar as meeting records on the next calendar sync (every 15 - 20 minutes).

If you disabled the "Use primary calendar" behavior during sync setup, then you must select the "Sugar" calendar when creating the event in Google:
create-sugar-cal-event

On the next sync (every 15 - 20 minutes), any events that have been added to the "Sugar" calendar in Google will copy to Sugar's Meetings module.

Adding Existing Google Calendar Meetings to Sugar

By default, meetings that were set up before Sugar Connect was installed and meetings that are accepted in Gmail will automatically sync with Sugar during the standard sync event. 

Users who disabled the default "Use primary calendar" behavior during calendar sync setup, however, must copy any existing or accepted events from their primary calendar to the calendar labeled "Sugar". As an example, the following steps cover how to copy an event to the "Sugar" Google calendar.

Again, the following steps apply only to users who disabled the option "Use Primary Calendar" when they set up calendar sync.

  1. In Google Calendar, double-click on the event that you want to copy to Sugar.
  2. Select "Duplicate" from the event's More Actions menu.
    duplicate-cal
  3. The new copy of the event will open. Use the calendar selector to select the "Sugar" calendar.
  4. Save the calendar event.

You will now have duplicate meetings on your calendar and the event that is saved to the Sugar calendar will sync to Sugar during the next sync event. Note that you may choose to hide the Sugar calendar from view in Google Calendar if you prefer not to see duplicate events, but this may prevent you from seeing events that were created in and synced from Sugar.

Deleting Synced Events

Events that you delete from your synced Google Calendar will automatically be deleted from Sugar during the next calendar sync. Please wait for the next sync event (approximately 15 - 20 minutes) for the event to be deleted.

Contact Sync

You can sync your Sugar leads and contacts to Google Contacts via Sugar Connect by following the steps to set up contact sync. Leads and contacts assigned to you will sync by default. To sync additional leads or contacts not currently assigned to you in SugarCRM, navigate to the record in the sidebar > click the actions menu > Select "Mark to Sync".
marktosync

 

Once you have your sync enabled for your contact records, you can find the leads and contacts by navigating to Google Contacts via the apps menu at the top of Gmail:
google-contacts

In Google Contacts, the Sugar leads and contacts that are assigned to you will appear under the label "Sugar". Simply click on the "Sugar" label to view your synced contacts:
sugar-contacts

For steps to sync your leads and contacts, please refer to the Sugar Connect Portal User Guide, which covers the Sync Rules for Leads and Contacts and how to use the Sugar Connect Portal to sync leads and contacts to Gmail.

My Sugar Tasks Dashboard

The My Sugar Tasks dashboard appears prominently above your Gmail inbox and provides quick access to your Sugar tasks from Gmail. You can edit, mark complete, and send an email to the task's related entry (Lead, Contact, or Account) directly from Gmail. Only tasks that are assigned to you are shown. The My Sugar Tasks dashboard is enabled by default. It can be disabled from Settings > General Options or minimized using the arrow in the header bar.
sugartasks

  • Refresh: Click the Refresh icon to retrieve the most recent updates from Sugar.
  • Expand/Collapse: Click the Arrow icon to expand or collapse the Tasks list.
  • Email: Click the Email icon to compose a new email to the related entry.
  • Edit: Click the Pencil icon to edit the task.
  • Complete: Click the checkbox and then "Confirm" to mark the task as complete.

Note: To prevent display issues in Gmail, the My Sugar Tasks dashboard cannot be used when using Gmail's Preview Pane lab feature.

Please note that you can also view and work with your Sugar tasks in the Sugar Connect sidebar. For more information, refer to the Working With Tasks section.

Sugar Connect Meeting Scheduler

The Sugar Connect Meeting Scheduler lets users easily schedule meetings with prospects, partners, customers, and coworkers and sync them to Sugar by just sharing a link.

For more information, please refer to the Sugar Connect Portal User Guide.

Switching Sugar User Accounts

If you wish to switch to a different Sugar user account or instance in Sugar Connect, open the Sidebar Settings menu and select "Log Out of Sugar". You will then be prompted to re-authenticate with the new user information.

Last modified: 2021-09-20 13:58:41