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Act-On Software

SugarCRM 6.x Integration User Guide


This article describes the setup and use of Act-On's SugarCRM integration with SugarCRM version 6.5.x or 6.7.x.

Please note:

These steps are for Sugar version 6 only. For version 7 or above, please see this page.

Act-On's integration with SugarCRM allows you to share lead and contact information between your SugarCRM and Act-On databases. The integration allows SugarCRM users to see lead scores based on prospect behavior with Act-On marketing materials (e.g. emails, web forms, landing pages and your company website).

A bidirectional relationship with SugarCRM allows you as the marketing user to push and then pull data between the two systems synchronizing the two databases. When using the SugarCRM integration you may use not only the SugarCRM standard fields for marketing and segmentation but all custom fields associated with leads and contacts as well.

When importing from SugarCRM you can pull your full list of leads or contacts into Act-On. Importing leads or contacts will create a list within Act-On that contains all of the individuals associated with that group. You can then send email campaigns to them, segment and manipulate the data, or add newly qualified leads to the list for creation in your SugarCRM account.

Basics: What you’ll need to begin:

  • SugarCRM version 6.5 or higher
  • SugarCRM administrator privileges
  • SugarCRM username
  • SugarCRM password
  • SugarCRM URL
  • SugarCRM Installation Zip File - DOWNLOAD NOW

Set up the Connector:

  • From the Start page, click on Settings, and choose Connectors
  • Click the SugarCRM logo, or click CRM > SugarCRM
  • Click Connect
  • Enter your SugarCRM login credentials
  • Click Login

Install the Package Within SugarCRM


Please note that MACs may unzip the file. In order to load the file within SugarCRM, you may need to re-compress the file prior to uploading.

Start by having the following ready during or before SugarCRM install:

  • The installation zip file for 6.x is build 86
  • Have the ci instance name available (i.e.
    • If you are unsure of what that is, please look the browser bar for your Act-On instance:

NOTE: This is just an example.

  • Have SugarCRM and Act-On open within your browser.

Log into the Act-On Account

  • Click on Settings > Apps > API Access > Generate Key
  • Copy the key that is provided.
  • Navigate to SugarCRM and go to Admin (upper right-hand corner)
  • Scroll down to Developer Tools and click on Module Loader
  • Click on Browse to select a file:
  • Select the Act-On Integrator Build file and click install.    
  • After successfully installing the file, go back to the Admin panel in Sugar and select Connectors:
  • Then Set Connector Properties:
  • If you are not already on the tab called Act-On Integrator, click on that tab:
  • Paste the API key that you copied from your Act-On account into the API Key field. The URL will be where the ciXX is replaced with the user’s ci in Act-On.
  • Click Test Connector

It WILL fail with an IP address so you will have to add the IP address given to you and authorize it in your Act-On account. Below is an example of what it will look like. It will say 'Illegal Remote Endpoint with an IP Address'.

  • The IP address that it gives you will need to be copied and pasted into the Act-On account
  • Copy the IP address and go to Act-On
  • Settings > Apps > API Access > Authorize IP
  • Paste the IP address making sure there are no extra white spaces and click Submit
  • Go back into SugarCRM and click Test Connector again:

You should see a 'Test Successful' message. If not, please validate that the URL, API Key and IP addresses are correct and test again. If you still do not receive a successful test, check to see if there are any firewalls that would prevent access. If so, please open a ticket with Act-On Support asking for our IP addresses to allow traffic into the firewall.

Click Save

  • Navigate back to the Connectors page in SugarCRM: Admin > Connector:
  • And click Enable Connectors:
  • Click on the Act-On Integrator tab:
  • Ensure that both Contacts and Leads are under Enabled. If not, please move them to Enabled and click Save.
  • To enable the Dashlets within SugarCRM, go the home page and click Add Dashlet
  • Choose My Act-On Hot Prospects
  • Once Added select its Title Bar and click on the Gear or Pencil buttons to edit to choose the appropriate settings:
  • Max Records – The number of records displayed in the Hot Prospects Dashlet
  • Days of History – The number of days viewed of Act-On Activity History
  • Minimum Score – Minimum value of lead score to have one appear in the hot prospect dashlet
  • Include Email Sends – Includes the Act-On lead score value for ‘was sent a message’ in the calculation
  • Include Email Opens – Includes the Act-On lead score value for ‘opened a message’

Importing/Synchronizing Lists

  • From the Start page, click on Contacts > Marketing Lists
  • Click Import, and choose from the available lists
  • Change the name of the list being imported to Act-On, if desired
  • Click Next, and select any fields you wish to import from SugarCRM to Act-On
    • The imported data can be used to make segments in Act-On, as well as personalize messages. Fields can be added and removed after the initial import.There are a couple special fields that we highly recommend you import:
      • Email – Act-On uses email as the key to track behavior, so this is important to include
      • Act-On Lead Score- This is a new custom field that was created in SugarCRM via the Act-On connector (see Step 1 above). It is meant to be used to contain the Act-On lead score. If you would like to see the Act-On lead score in SugarCRM, then select this field.
      • Assign To – Act-On uses 'Assign To' for lead/contact owner association for hot prospects
    • Click Finish
    • Repeat steps 2 to 4 above to import other lists 

Once your marketing lists are imported from SugarCRM, it is important to make sure your SugarCRM and Act-On lists are synchronized.

The initial import is only a one-time event. If you wish to keep the list synchronized with SugarCRM, an automated sync can be enabled.

Follow the steps below to synchronize your SugarCRM lists with Act-On:

  • Hover over the SugarCRM marketing list you wish to sync, and click the drop-down arrow
  • Choose Import/Export> SugarCRM Sync Setup
  • Enable the option to push to and/or pull from SugarCRM
    • Typically, Act-On users will push the Act-On lead score to SugarCRM, and pull all of the other values. To enable this:
      • Select Act-On Lead Score.
      • Click on the Select Push-Update Fields link
      • Click the Update checkbox under Push
      • Click the Push to SugarCRM checkbox
    • After saving:
      • Click Pull from SugarCRM
      • You can then choose to click the Add checkbox if you would like new contacts to be added into Act-On (most users do select this). Or, Remove can be checked if you would like to remove contacts from Act-On that were removed in SugarCRM.
      • Check the Update checkbox under Pull
      • Click on the Select Pull-Update Fields link
      • Unselect Act-On Lead Score
  • Click Schedule to set when you would like the sync to occur
  • Click Save

Repeat these steps for the other SugarCRM marketing lists you would like to keep in sync

Standard Field Names

The Standard Field Names page allows you to define a standard set of field names you typically use in your Act-On lists. The set of field names can then be quickly accessed when creating and editing lists, creating form fields, and other areas in the application where field names can be selected.

To Define Your Set of Standard Field Names:

  • Click on Contacts.
  • Choose Standard Field Names
    • Click Optimize for SugarCRM to pull in all of your custom and standard fields from your SugarCRM Lead and Contact entities into the field name

Push Lead Score

If you are pushing the lead score back to SugarCRM, the Score column needs to be updated prior to doing the sync. This can be done with the help of a list maintenance program.

  • Hover over the list to be updated and, click the drop-down arrow
  • Choose Maintenance, and Set up Maintenance Program
  • Enter a name for the program, and click Add a Step
  • Choose Change Field Value
  • Enter a step name, choose the Act-On behavior score field as the update field, and then choose to Set the value to the Behavioral Score
  • Click Done and then click on the Only when clicking the Now button link to set up the schedule
    • Set the schedule to be earlier than the sync you set up. For example, if the sync was to set to happen at midnight, make sure the behavior score update is finished prior to the sync.
    • Click Save, and then the Listing button to finish
    • Repeat these steps on any other lists that include the lead score

The list is now fully set up to sync. Its listing will show the SugarCRM icon on the left, the gear icon for the maintenance program, and calendar for the scheduled sync on the right.

To utilize the Hot Prospects Dashlet in SugarCRM, complete the following steps:

  • Hover over your All Sugar CRM Leads list and click the down arrow
  • Choose Maintenance > Identify List Columns
  • Under Contact Owner Name use the drop down to select Assign to
  • Click Save
  • Click on Contacts > Other Lists > Account Lists > Sales Prospects to select the lists as shown below:

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