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AppointmentPlus Integration

In this article, we'll cover the basics of our integration with AppointmentPlus. From what it does, to how to get started, and even frequently asked questions.

Integration Basics


What does the integration do? 

Pull Contacts: Each night at 3 am EST, Hatch will make sure that all customers and appointments from AppointmentPlus are pulled into your Hatch account and updated with the most recent information.

Push Communications: Anytime a communication such as a call, text, or email takes place within Hatch, we’ll send that information back to AppointmentPlus’s Customer Notes OR Appointment Notes.

Note: This integration does not offer Edit your Contacts at this time. If you update the First and Last Name, Email, or Phone Number in Hatch, that change will not be reflected in your CRM. Update any contact information in the CRM, and wait for it to sync back to Hatch. 

What information do you pull into Hatch?

We pull in any contact details such as Name, Phone Number, and Email from the Customer Record. This is what we'll use to launch a contact into campaign. 

We also pull in Appointments. Those are added to the Contact Details in Hatch. This will include things like Address, Quote Amount, Sales Representative. With these details, we can make your messaging extremely customized. 

Note: Currently, we do not pull in any custom fields for this integration. 

Screen_Shot_2020-08-04_at_8.51.40_AM.png

Here is an example of a contact that was pulled in through the AppointmentPlus integration. 

How often does the integration sync?

Our integration will sync every night at 3 AM EST. Any contacts that were updated or created within the previous day in AppointmentPlus will be pulled into Hatch.

sync

A sync can always be performed from the Contacts Page in Hatch if needed.

Where do Hatch communications show in my CRM?

Note: Communications from Hatch can be sent back to either the Customer Notes or Appointment Notes section in AppointmentPlus. Please let our team know where you prefer the communications to be sent to withing your CRM.

Communications in the Customer Notes Section

When communications are sent back to AppointmentPlus, they will show up in the Customer Notes.

The type of communication, where it occurred, who sent it, and the communication contact can be found as a Note.

Screen_Shot_2020-08-04_at_8.51.54_AM.png

We support the following activity types: 

  • Hatch Inbound Call
  • Hatch Outbound Call
  • Hatch Inbound SMS
  • Hatch Outbound SMS
  • Hatch Inbound MMS
  • Hatch Outbound MMS
  • Hatch Inbound Email
  • Hatch Outbound Email
  • Hatch Inbound Voicemail
  • Hatch Inbound Missed Call

Communications in the Appointment Notes

When communications are sent back to AppointmentPlus, they will show up in the Appointment Notes.

The type of communication, where it occurred, who sent it, and the communication contact can be found as a Note.

Screen_Shot_2020-08-04_at_8.52.16_AM.png

We support the following activity types: 

  • Hatch Inbound Call
  • Hatch Outbound Call
  • Hatch Inbound SMS
  • Hatch Outbound SMS
  • Hatch Inbound MMS
  • Hatch Outbound MMS
  • Hatch Inbound Email
  • Hatch Outbound Email
  • Hatch Inbound Voicemail
  • Hatch Inbound Missed Call

Setting Up the Integration


Here’s what we need to get started:

  1. The Appointment Plus integration is set up with an API Key. Please contact the team at appointment plus to obtain your API key. 
  2. With this information, submit the AppointmentPlus Authorization form
  3. Once we receive additional account information from AppointmentPlus, we’ll confirm with you the details of your integration, including where you would like push communications to go, and then turn on the integration for you. 

Creating Audiences to Add to Campaigns


After getting a CRM integration set up, the next step is to start working on creating custom audiences with your data, and then adding those contacts to campaigns.  

Here’s a couple of examples of what we’ll talk about...

  • Correctly defining contacts statuses in your CRM
  • Identifying your call type statues
  • Deciding what contact details to use in campaign language

At this time, you can ask any outstanding questions you have about the CRM set-up.

Frequently Asked Questions


Will Hatch change contact’s statuses in AppointmentPlus?

We do not update any status in AppointmentPlus through the integration. However, if you change the status in AppointmentPlus, Hatch will update that contact’s information next time we sync (manually or at 3am EST). We recommend syncing before running campaigns just in case any status changes occurred during business hours.

How often is does the CRM sync?

We sync Hatch with your CRM every night. However, at any time, you can use the Sync Button on the contacts page to make sure you are up to date before launching contacts into the campaign.

What information is pushed back to AppointmentPlus?

The only thing we push back to AppointmentPlus is the communications that occurred in Hatch. This can include texts, emails, or calls. These will populate in AppointmentPlus under the customer notes OR appointment notes.