Connect Fergus

Hello sends new calls and website chats to Fergus after you connect. Choose enquiries, quote requests or diary visits. The summary and transcript go with the work request, with a link back to Hello.

Enquiries arrive within about a minute of the call ending. Existing customers are matched by phone number and named on the enquiry.

What it costs

Fergus is included on every Hello plan with no per-call fees. Enquiries, quote requests and recognising existing customers can be switched on straight away.

Book a visit is set up with the Leadica team for a one-off fee. Contact support to arrange it.

Connect your account

Owners and admins can connect Fergus. Members can view the settings and recent activity, but cannot change them.

1. In Fergus, open Settings, then the Fergus API page.
2. Create a personal access token from a Fergus user with admin access.
3. Copy it. In Hello, open Integrations and paste it into Personal access token.
4. Select Connect.

Tokens expire after 365 days. If the connection shows an error, select Paste a new token and connect with a fresh token. Never send your token by email.

Choose what to send

• Send to Fergus: turn it on to send work requests. Turn it off to pause sending without disconnecting.
• Phone calls / Website chat: choose which conversations go to Fergus.
• Don't send: skip Not resolved and Pointed elsewhere outcomes. Both are ticked to start with.
• Test connection: check that Hello can reach your Fergus account.

Choose your booking rule

• Send an enquiry: every call lands as a Fergus enquiry. This is the default.
• Create a quote request: Hello collects the street address and creates the customer, site and an unpriced quote job. Without an address, it sends an enquiry instead.
• Book a visit: Hello checks your Fergus diary during the call and books the visit straight in. If no visit was booked, it follows the quote request rule.

Hello bookings must be off before you choose Book a visit. Turn them off under Bookings, so callers only get one diary.

Review and customer recognition

For quote requests and visits, choose Straight in or Drafts for the team to finish in Fergus. Drafts lets your team finish quote jobs in Fergus. Visits booked during a call are always real jobs, so the time is held.

Recognise existing customers checks the caller's number in Fergus. Hello greets known customers by name and can tell them where their open job is up to. It never reads out addresses or prices.

Visit settings

Choose at least one staff member Hello can book. Select Refresh to reload the Fergus staff list.

Set the visit length and travel time either side. Use Same as business hours, or choose days and from/to times.

Turn on Day bookings to book a day rather than a time. Your team confirms the arrival time. Set a Daily limit, or leave it empty for none.

The voice agent line shows when Fergus actions are up to date. If it shows an error, owners and admins can select Apply now.

Check visits

Visits booked by Hello shows the caller, day or time, Fergus job number and status. Check in Fergus means the visit needs checking. Not booked means the booking failed.

After booking, Hello reads the Fergus diary back. If Fergus does not show the visit at the time the caller was told, you get an email. Check the job and diary entry in Fergus.

Check recent activity

Sent shows the enquiry, quote job, draft job or linked visit. Waiting means it is queued. Failed shows the error and offers Retry to owners and admins. Skipped shows why it was not sent. Open any row to see the call in Hello.

On a call that was not sent, owners and admins can select Send to Fergus. Check a number shows matching Fergus customers before you send anything.

Disconnect

In Integrations, select Disconnect and confirm. New calls and chats stop going to Fergus. Enquiries already sent stay in Fergus.

Questions? Email hello@leadica.io.