AMS 360

How the CustomerIQ + AMS360 Integration Works

CustomerIQ can update activities in AMS360 based on activity in CustomerIQ.

This document describes what activity is created and how it works.

Setup and Authentication

This will be a three step process:

1. Create a new WSAPI connection

2. Configure system notifications so that AMS360 and CustomerIQ can communicate

3. Finalize the configuration in CustomerIQ

Let's get started...

1. Locate the AMS360 integration and information in CustomerIQ

1. In CustomerIQ, go to Settings > Apps & Integrations > AMS360

2. On the integration page find your

   1. Destination Address

   2. Authentication Code

3. These will be used in the following steps

2. Create a new Web Service API in AMS360

1. As an admin, log in to AMS360

2. Click the “Administration” tab

3. Click “Web Service API”

4. Click “New” in the pop up window

5. Web Service Application: leave as “Custom”

6. WSAPI Login ID: CustomerIQ

7. Choose a Password and Verify

   1. This is the password you will use to integrate with CustomerIQ. You create this yourself.

8. Under the “Data Security Based On” section, choose “Entity Access Security Only”

9. On the bottom half of the window under “Entity Access”, choose “Check All”

10. At the top right of the window select “Add”

3. Complete Notification Service Setup in AMS360

1. In AMS360 click on “Administration”

2. Click “Notification Service Setup”

3. Click “New”

4. Enter “CustomerIQ” on the Notification Client field

5. Under Contact Info, enter your first and last name

6. Click "Add" on the right side of the "Recipient Information" banner

7. Recipient Name = CustomerIQNotificationClientService

8. Destination Address = the destination address in CustomerIQ's AMS360 integration page

9. Authentication Code = the authentication code in CustomerIQ's AMS360 integration page

10. Version = 2.0

11. Make sure Delivery Status is “On”

12. Retry Method is "Single Retry"

13. At the bottom of the window there is a section for Notification Types. Go through and check the boxes to Grant All Notifications

14. Click the “Save” icon

What to expect

Conversations

When a call conversation is created in CustomerIQ

• We'll record an activity in AMS360 and include:

  • Call summary

  • Link to call conversation in CustomerIQ

  • The activity type can be mapped to call types in CustomerIQ

  • For example, billing call can be a “billing inquiry activity”

• We will update any available customer properties found in the conversation

When a meeting conversation is created in CustomerIQ

• We'll record an activity in AMS360 and put the entire call summary in the activity

• We will update any available contact properties found in the conversation

When an email conversation is created in CustomerIQ

• We'll record an activity in AMS360 and put the entire email in the activity along with attachments (where possible)

• We will update any available customer properties found in the conversation

When a voice note conversation is created in CustomerIQ

• We'll record an activity in AMS360 and put the entire call summary in the activity

• We will update any available customer properties found in the conversation

Tickets

When a ticket is created in CustomerIQ

• We'll create a suspense in AMS360 set for the same date/time

• We'll also record an activity in AMS360 based on the conversation from which the ticket originated (see above)

When a ticket is marked complete in CustomerIQ

• We'll mark the suspense completed in AMS360

Deals

When a deal is created in CustomerIQ

• We'll create a prospect in AMS360

When you move a deal to Closed/Won in CustomerIQ

• We'll update the prospect to a Customer in AMS360 AND create a customer in AMS360

• We'll create a policy shell in AMS360

Contacts

When a contact is created in CustomerIQ

• We'll create a suspect in AMS360

• We will search to avoid duplicates

• If it's a Commercial suspect, we'll update the firm name in AMS360 with the associated Account name from CustomerIQ

• We will update all possible contact properties found from any conversation logged in CustomerIQ