Post SugarCRM Integration Options & Troubleshooting

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Congratulations on completing your SugarCRM integration with Act-On!

As you move forward, this guide will be your roadmap to further success. We'll explore steps to take when setting up account reports, defining standard field names, understanding target lists, and troubleshooting dashlets to optimize your outcomes.

Set Up the Account Report (Optional)

If your marketing strategy revolves around Account Based Marketing, consider providing your sales team access to the Account Report. This grants them effortless visibility into Act-On's account-level data within SugarCRM. See our CRM Customization Toolkit Guide for setup instructions.

Define Your Standard Field Names

The Standard Field Names page lets you set a standard set of field names commonly used in your Act-On lists. Once these field names are established, it is easy to quickly access them when creating and editing lists, creating form fields, and other areas in the application where field names are needed.

To define your set of standard field names for SugarCRM integration:

  1. Sign in to Act-On.
  2. Go to Contacts >  Standard Field Names.
  3. At the top right, click the Optimize for SugarCRM link text.
    This pulls in all of your custom and standard fields from your SugarCRM Lead and Contact entities into the field name column.
  4. Review and confirm that these mappings are accurate.
  5. (Optional) To add additional fields that you need to standardize across all your Act-On lists:
    • At the bottom, click Add field.
    • Add a Field Name, & map to None.
    • In the top banner, click Save.
Remember, for custom fields to work seamlessly, alignment between SugarCRM and Act-On is crucial. If field names change in your CRM but aren't updated in Act-On to match, future syncs will fail.

Syncing Opt-Outs with a SugarCRM Account (optional)

Follow the below steps to set up your Act-On account to automatically sync Opt-outs with the SugarCRM.

  1. In your Act-On account, go to Settings > Data Management and select the Sync Schedule tab:


  1. At the bottom of this page, select the options for opt-outs:

    Pull Opt-Out from CRM

    Pulls in records from your SugarCRM with Email Opt Out and adds their email to the Act-On Opt-Out list.

    This sync does NOT process Opt-Ins. If a contact/lead is in the Act-On Opt-Out list and the Email Opt-Out field in SugarCRM is unchecked by a user, the record will not be removed from the Act-On Opt-Out list - this must be processed within Act-On manually. See instructions for re-subscribing a single contact.

    Push Opt-Out to CRM

    Pushes the entire Act-On Opt-out list to your SugarCRM account.

  2. Set the Synchronization Schedule for a recurring sync (Automatic is recommended).
  3. Click Save at the top of the page.
    • The Opt-In/Out sync will run at the next scheduled time.
    • You can also select Sync Now to instantly start a CRM sync, ensuring your Opt-Outs are pushed or pulled according to your configuration.
If this feature is not available, please contact support and request the controlled feature SugarOptInOutSync be switched on.

Understanding Target Lists

  • Understanding the Import: When you import Target Lists from SugarCRM into Act-On, you'll notice both Targets and Target Lists included. Within the list, you see a column added titled "Module Type", indicating whether a contact in the list is a Lead, Contact, or Target. This column serves as a key for segmenting your target list effectively.
  • Segmentation in Target Lists: In SugarCRM, Target Lists can encompass Targets, Leads, Contacts, Accounts, and Campaigns. However, when imported into Act-On, only Leads and Contacts are brought over. Therefore, while your Target Lists in SugarCRM may display a higher "Total Entries" count, keep in mind that the synced list in Act-On will only include Leads and Contacts.


SugarCRM Dashlets No Longer Load

The dashlets that show Act-On activity in Sugar are blank. What happened?

The dashlets (Act-On Activity History, Act-On Marketing Timeline, or Hot Prospects) may appear completely blank or show no activity: 


You may also see the following error message:

Unable to authenticate. Please check your Act-On Connector setup.


Your Act-On account may have been moved to a new server.

Steps to Resolve

When installing the Act-On Package for SugarCRM, your Sugar admin had to enter a specific URL for the server that hosts your Act-On account. They'll have to update this URL to the location of the new server.

  1. Sign into your Act-On account.
  2. Copy the beginning of the URL in the address bar of your browser. This should be similar to:, where the XXXX is specific to your account.
  3. Work with your SugarCRM administrator to make the following changes:
    1. Go to Admin > System > Connectors in SugarCRM.
    2. Choose Set Connector Properties.
    3. Click the Act-On Integrator tab.
    4. In the first URL (Global) text box, enter the URL associated with your Act-On Account
      (This is the URL you copied in step 2 above).
    5. Click Test Connector and ensure that you see a "Test Successful" message.

You should immediately see these dashlets loading again as expected.

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