Fireflies.ai Integration for SugarAI — User Guide

For sales, support, and account teams.

This guide is for SugarAI end users — sales, customer success, support, anyone whose meetings get recorded by Fireflies.ai. It explains what shows up in SugarAI after a meeting, how to read the synced fields, and how to use the Fireflies Transcript dashlet to search a meeting transcript without leaving SugarAI.

What you don't need to do: nothing. Once your administrator has connected SugarAI to Fireflies, transcripts flow in automatically. You can keep working the way you always have.

What changes for you: after a Fireflies-recorded meeting wraps, a Call or Meeting record appears in SugarAI with the meeting summary, sentiment, action items, and a searchable transcript already attached.

1. What You'll See in SugarAI

After a meeting is recorded by Fireflies and processed, the integration creates (or updates) a record in either the Calls module or the Meetings module — your administrator decides which one. Below, "the record" refers to either.

1.1 The Record Itself

Standard SugarAI fields are filled in for you:

1.2 Five Fireflies-Specific Fields

On top of the standard fields, the integration adds five custom fields to every record it touches. Your admin may have placed these directly on the record-view layout or grouped them under a panel.

Sentiment colors: Positive = green, Neutral = amber, Negative = red. The colors render anywhere the field appears — list view, detail view, dashlets — so you can scan a list of recent calls and spot the rough ones at a glance.

2. The Fireflies Transcript Dashlet

Open any synced record. In the right-hand panel (the Intelligence Pane in standard layouts), look for the Fireflies Transcript dashlet. If you don't see it, your admin can add it via the pane's gear menu, or you can usually drag it in yourself.

2.1 What the Dashlet Shows

• A header with the meeting title and a Fireflies icon. Click the icon to open the full transcript on fireflies.ai in a new tab.
• A search box at the top.
• Every spoken sentence in the meeting, in order, with the speaker's avatar (a colored circle with their initials), the speaker's name, the timestamp, and the spoken text.

2.2 Searching the Transcript

1. Type a word or phrase into the search box.
2. Matches are highlighted in yellow throughout the transcript as you type.
3. Just above the transcript, a small count shows — e.g. "3 matches" or "No matches found".
4. Clear the search by clicking the × button next to the search box, or by deleting the text.

Tip — phrase search: the search is a simple substring match. Searching for discount finds "discount", "discounted", "prediscounted". Searching for q4 numbers only matches if those words appear together in a single sentence.

2.3 If the Dashlet Shows an Error

The transcript is fetched live from Fireflies each time you open the dashlet — it's not stored sentence-by-sentence in SugarAI. A few things can go wrong:

• "No transcript available" — the record exists but Fireflies hasn't finished processing it yet. Check back in a few minutes.
• "Transcript available on Fireflies.ai" with a link button — Fireflies has the transcript but couldn't return sentence-level data through the API. Click the button to read it on fireflies.ai.
• A red error icon — usually a connection issue. Refresh the page; if it persists, ask your admin to test the Fireflies connection.

3. How Records Get Linked

The integration tries to connect every synced meeting to the right people and the right deal automatically. Here's what gets linked, and the rules behind each link.

3.1 Contacts and Leads

For each participant on the meeting, the integration looks up their email address in SugarAI:

• If it matches a Contact, the Contact is linked to the meeting record (visible in the Contacts panel of the record).
• If it doesn't match a Contact but matches a Lead with status New, In Process, or Assigned, the Lead is linked.
• If neither matches, the participant's email is still listed in the Description field, but no link is made — that's normal for one-off attendees.

3.2 Accounts

The integration also tries to link an Account by matching the participant's email domain (e.g. @acme.com → Acme Inc.). To avoid linking personal addresses to corporate accounts, common consumer domains are skipped: gmail.com, yahoo.com, outlook.com, hotmail.com, and others.

3.3 Opportunities

If your record gets parented to an Opportunity (visible at the top of the record), the integration found one of the following:

• An open Opportunity already linked to one of the contacts on this meeting — the most common case.
• Or a fuzzy match between the meeting title and an Opportunity name — used as a fallback only. Common words like "meeting", "call", and "with" are excluded to avoid false matches.

If neither matches, the record has no parent Opportunity. You can set one manually.

3.4 Tasks (Action Items)

If your admin has enabled Create Tasks from Action Items, every action item Fireflies extracted from the meeting becomes its own Task:

Tasks are yours to manage: once a Task is created, the integration leaves it alone. You can change the subject, due date, assignee, or status — none of those will be overwritten on the next sync. The integration only creates new Tasks for new action items; it won't duplicate ones it has already created.

4. Common Workflows

4.1 "What happened on yesterday's call?"

1. Open SugarAI and go to the relevant Account, Contact, or Opportunity.
2. Look at the related Calls (or Meetings) panel. Find yesterday's meeting.
3. Open the record. Read the Main Points field for a summary and the Actions field for next steps.
4. If you need to verify what was actually said, open the Fireflies Transcript dashlet and search for the topic.

4.2 "Did we discuss pricing?"

1. Open the relevant Opportunity or Contact.
2. Open the most recent Call or Meeting record.
3. In the Fireflies Transcript dashlet, type pricing into the search box.
4. Read the highlighted sentences and the speaker labels next to them. The timestamp tells you when in the meeting it came up — useful if you want to listen to the audio on fireflies.ai for tone.

4.3 "How did this customer feel last quarter?"

1. Open the Account and switch to the Calls (or Meetings) related panel.
2. Add the Fireflies Sentiment column to the list view if it's not already there.
3. Sort by date and skim the colored sentiment cells over the time range you care about. Greens and ambers tell a different story from a run of reds.

4.4 "I need to follow up on what I promised"

1. From the meeting record, open the related Tasks panel.
2. Each task corresponds to one action item Fireflies pulled out of the meeting. Re-assign or re-prioritize as needed.
3. Mark tasks Completed as you work through them — the integration won't touch them again.

5. Editing a Synced Record

You can edit any synced record like any other Calls/Meetings record. But it's worth knowing what the integration will overwrite on the next sync run, and what it will leave alone.

5.1 Fields the Integration Overwrites

These come straight from Fireflies and are refreshed on every sync run. Your edits to these fields will be reverted:

• Name (meeting title)
• Status, Direction, Start Date, End Date, Duration
• Description
• Fireflies ID, Fireflies URL, Main Points, Sentiment, Actions

5.2 Fields the Integration Leaves Alone

• Custom fields not in the list above
• Related records you've added manually (extra contacts, leads, accounts) — the linker won't unlink anything you added by hand
• Notes, comments, attachments
• Tasks the integration created — once they exist, they're yours
• Parent Opportunity — once set (whether by the integration or by you), it isn't re-evaluated on subsequent syncs

Practical tip: if you want to keep a note on a meeting that the integration won't overwrite, add it to a related Note/Comment instead of editing the Description field. Or ask your admin to add a custom field for your own annotations.

If you're an admin reading this, the Admin Guide covers configuration, security filters, the scheduler, and troubleshooting. The Installation Guide covers install, upgrade, and uninstall.