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Integrations

Sage integration for phone and chat teams: Intacct, X3, and Sage 200

Sage sells several separate ERP products, and we work with three of them: Sage Intacct for cloud financials in the US, Sage X3 for midsize manufacturers and distributors, and Sage 200 for UK businesses. Each has its own API, and we build the CONTACT.WORK integration for the one you run. Callers are recognized by phone number, agents see their invoices, orders, and payments, and call results are written back to Sage.

Get a quotePricing
3 productsIntacct, X3, and Sage 200One page, one approach
APIa separate one for each productBuilt to order for your system
Balanceand open invoices on a callPayments and due dates too
UK, USwhere these products are commonSage 200 in the UK, Intacct in the US

Capabilities

What you get with Sage

The account behind the numberWhen a known customer calls, CONTACT.WORK finds them in Sage by phone number. Open invoices, recent payments, and unshipped orders are visible before anyone says hello.
Billing calls without a holdAsked about a charge or a due date, the agent reads the answer from Sage instead of putting the caller on hold to ask accounting.
AI for routine account questionsBalance checks, payment confirmations, and order status requests can go to an AI agent that looks them up in Sage by voice or chat, then passes harder cases to a person.
Reminder calls from Sage dataA list of overdue invoices or delayed shipments taken from Sage feeds an outbound campaign, and every call outcome is stored on that customer's account.

Products

What we connect in each Sage product

These are three different systems with different data and different APIs, so the integration is planned around the one you own. Pick your product to see what usually goes into the project.

Finance teams answering customer calls

Sage Intacct is a cloud financial system, so the calls it matters most for are about money: invoices, statements, payments, and credit. We connect through Sage Intacct Web Services. A call from a customer brings up their receivables, and the agent can log the promise to pay or the dispute reason against the account.

  • Open invoices and balance on screen
  • Payment promises and disputes recorded
  • Collections lists for outbound calls
Option 1 of 3

Running a Sage product not listed here? Tell us which one, and we'll check what its API offers.

How it works

What every Sage integration includes

Call log in Sage

Each conversation tied to the customer account

Calls and chats are linked to the Sage customer. A short AI summary, the result code, and a link to listen back are stored where your team agreed during discovery, so accounting and sales see the same story. Missed calls from customers with open balances can be flagged for a callback.

  • AI summary written after each call
  • Recording available from the account
  • Callback flag for missed calls

Routing by account

Callers go to the team that handles their account

Which team or person a customer belongs to is read from Sage. Overdue accounts can ring collections, active order customers can reach the order desk, and everyone else goes to the general queue.

  • Account owner read from Sage
  • Separate path for overdue accounts
  • General queue for everyone else

Setup

How a Sage project runs

  1. 01DiscoveryWe confirm which Sage product and version you run, how it is hosted, which customer and order data agents need, and what each call should leave behind in Sage.
  2. 02API accessYou arrange API access with your Sage partner. Some products need a separate subscription or developer license for it, and your partner can tell you which one applies.
  3. 03DevelopmentWe write the data exchange against your product's interface: Sage Intacct Web Services, Sage X3 web services, or the Sage 200 API, including your custom fields.
  4. 04MappingAgents get linked to Sage users, phone lines to companies or sales teams, and each call result to the record it updates.
  5. 05TestingWe place calls as a new caller, a customer with an overdue invoice, and someone waiting on a delivery, then check what reached Sage.
  6. 06LaunchOne team goes live first. For a week we compare platform reports with what Sage recorded, then move the remaining teams.

Requirements

What you need on the Sage side

Sage product
Sage Intacct, Sage X3, or Sage 200
API access
Enabled for an integration user; a subscription or developer license may apply
Data list
Customer, invoice, and order fields agents should see
Telephony
Existing numbers and SIP trunks stay
Hosting
CONTACT.WORK cloud, including the UK data center, or your servers
Cost
Development added to your support plan: $60/hour on Pro with 8 hours a month as the minimum, or Maxi hours; Sage fees paid to Sage or your partner

Preparation

Bring these answers to the first call

Which Sage product and version?Intacct, X3, and Sage 200 each need a different integration.
Who hosts it?Sage's cloud, a partner, or in-house hardware – it changes how the platform reaches the API.
Is API access already licensed?If not, ask your Sage partner what it takes to enable it.
Who answers the phone?Accounts receivable, an order desk, customer service – each needs different data on screen.
What should a call change in Sage?A note on the account, a payment promise, a new sales order.
Will you record calls?For US callers in all-party consent states, play a short recording notice first.

Q&A

Frequently asked questions

Which Sage products can you connect?

We connect Sage Intacct, Sage X3, and Sage 200, each through its own API. If you use a different Sage product, send us its name and version, and we'll check whether its API covers what your agents need.

How does the connection work?

The connection runs through the product's API: Sage Intacct Web Services, Sage X3 web services, or the Sage 200 API. It is written for your data and tried out together with your staff; there is no ready-made connector to install.

Do we need anything extra from Sage to allow API access?

API access can require a separate subscription or a developer license, depending on the product and your agreement. Your Sage partner can confirm what applies to you.

What can an agent see during a call?

An agent can see the customer's open invoices, balance, recent payments, and order status, plus any fields you choose. The exact set depends on your product and is settled during discovery.

Can agents take orders by phone and send them to Sage?

Agents using Sage X3 or Sage 200 can key in a new order while still talking to the customer, and the platform creates it in Sage under the customer's account. For Sage Intacct, the usual outcome is a note, a payment promise, or a dispute record.

Can an AI agent answer balance and invoice questions?

An AI agent can answer them by reading balances, invoice dates, and payment status from Sage, both on calls and in chat. Questions it can't resolve go to a staff member with the full conversation.

Chatbots and AI agents →

Can you run the platform in the UK for Sage 200 users?

UK companies can run CONTACT.WORK from our UK data center, so calls, recordings, and account details remain in Britain. Your own servers are an option too.

Cloud deployment →

Do we have to switch phone carriers?

Your current carrier and phone numbers stay, linked to the platform over SIP. Sage receives only the call results.

Is a recording notice required for US callers?

A notice is required in states with all-party consent laws, and CONTACT.WORK can play it automatically before an agent answers. Take this as a general pointer, not legal advice.

How much does a Sage integration cost?

You pay for the Sage build on top of your CONTACT.WORK support plan, the plan that keeps the platform running. Engineering hours are $60 each on Pro, ordered in blocks of at least 8 per month, or they come from the hours bundled with Maxi. We size the work once discovery wraps up, and work begins once you sign off. We charge nothing per seat and no license fee; prices exclude applicable taxes. Sage subscriptions and any API or developer licenses are paid to Sage or your Sage partner.

Pricing →

Glossary

Terms on this page

API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Data center
A building with servers, backup power, cooling, and network links. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
ERP – enterprise resource planning
Orders, inventory, and finance in one system. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
SIP trunk
A phone line from the carrier over the internet instead of a wire. Learn more →
Connector
A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
Chatbot
Answers customers in chat and messaging apps from a scripted flow with buttons. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →

More

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Blog

Fresh from the blog

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