HawkSoft - Activity Data Sync

Learn how to configure writebacks from Fuse into your Hawksoft system.

To enable the ability for Fuse to write activities into HawkSoft, you'll need to first enable the feature in HawkSoft, then enable and configure the feature in Fuse.

STEP 1: Enable in HawkSoft

To turn on this functionality in your HawkSoft Marketplace:

1. Log into HawkSoft CMS

2. Click on the Setup Menu (gear icon)

3. Select 'Marketplace'

4. Scroll down and locate the listing for "Fuse (W)" (which should be right below the listing for "Fuse" proper, which is already enabled)

5. Check the box confirming your agency's consent to Fuse's Terms and Conditions (this is a checkpoint to ensure you're an active customer of the API Partner)

6. Click "Share Data"

STEP 2: Enable and Configure in Fuse

To enable this functionality in Fuse and decide what kind of activities to write to Hawksoft:

1. Click on "Accounts" in the left navigation bar:
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2. In the upper right corner of the Accounts page, click on the three-dot menu icon on the right side of the screen and select "Activity Data Sync" from the drop-down menu.
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3. The toggle at the top allows activities to be written to HawkSoft. Each option below lets you customize which activities you want to be written to HawkSoft:

   

    

What Data Can Sync Back to AMS360 and QQ Catalyst?

Our goal is to make every possible event available. We'll then choose a safe set of default events. And it's up to you to turn off or on different events.

• Account Created: When an account is created in Fuse from AMS data.
• Tag Added By Sequence: When a Tag addition step is satisfied in a sequence to add a tag.
• Tag Added By User: When a user manually adds a tag on the Fuse dashboard.
• Tag Removed By Sequence: When a Tag removal step is satisfied in a sequence to remove a tag.
• Tag Removed By User: When someone removes a tag from an account manually on the Fuse dashboard.
• Messaging - Conversation Archived: A summary of the archived messages will be displayed in the "Text Conversation Archived" Account Activity in Fuse.
• Email Clicked: When any provided link is clicked on in the email.
• Email Dropped: The email is no longer being tried after numerous attempts to protect the sending reputation.
• Email Hard Bounce: A hard bounce can happen for many reasons, such as incorrect DNS settings or the email is no longer accepting mail.
• Email Opened: Whenever a sent email is opened. This will be logged each time the action is taken.
• Email Sent: An email was sent from Fuse to this customer.
• Email Soft Bounce: There was a seemingly temporary error, so Fuse will try to send the email again unless it ends in a hard-bounce.
• Email Spam Complaint: The customer marked the email as “spam.”
• Email Unsubscribed: The customer clicked the unsubscribe button on the email to unsubscribe from ALL emails sent from Fuse.
• Form Submitted: Whenever a form is submitted, the form answers will be logged in the account logs.
• Email Sent to Invalid Address: Fuse attempted to send an email to an email address that is no longer accepting mail.
• Lead > New lead created: A new lead has been added to one of the established Pipelines.
• Lead > Send an email: An email was logged for the Pipeline Lead.
• Lead > Attached a file: A file was added to the Lead in Pipeline.
• Lead > Conducted a meeting: A meeting was logged for the Lead in Pipeline.
• Lead > New note logged: A note was added to the Lead in Pipeline.
• Messaging - Conversation Archived: When a user manually clicks the "Archive Conversation" button while viewing a text conversation within Fuse, or after two weeks have passed and it is automatically archived.
• Messaging - Conversation: When a user manually clicks the "Sync Messages to AMS" button while viewing a text conversation linked to an AMS account within Fuse.
• Postcard Sent: The customer was sent a postcard.
• Postcard Skipped - Invalid Address: The customer was supposed to be targeted, but when we did our final check, we found the address was not valid when running it through the USPS database.
• Sequence Subscribed: When the account is added to a sequence in Fuse.
• Sequence Unsubscribed: When the account is removed from a sequence in Fuse.

Helpful Details

• Activity Descriptions are in this format:
  "Fuse: Activity Type"

  • For Example = "Fuse: Email Clicked"

• Activity Body contents are in this format:
  "AR: Brief summary of who and what took place."

  • Example = "AR: Email with a subject of 'Welcome to the Agency' was sent to 'Jane Doe' via Sequence: 'Personal Welcome Message' in Campaign: 'Welcome Kit'"

Business Text Messages

Business Text Messages: Business text messages will be written back as activities in HawkSoft.

• Character Limit Handling: If a business text message exceeds 3000 characters, it will not be written back as an activity. Instead, an attachment will be sent to HawkSoft containing the conversation.
• Attachment Location: These attachments will appear in the Client > Attachments section of HawkSoft, not in the Log section. This is by design to ensure that longer conversations are stored efficiently.
• Summaries of archived text conversations will be included in the writebacks to HawkSoft if the following settings are turned on: "Messaging - Conversation" and "Messaging - Conversation Archived.”

For more detailed information on Text Archiving, click here!

Related Features

• Web Form Suspenses:
  Fuse can create a Suspense in HawkSoft when a web form is submitted. For more information, click here.

• File Attachments:
  Fuse can send files to HawkSoft when you attach them to a lead in your Pipeline. For more information, click here.