How to use the SAS mobile app
Click on the app, enter your User Name and Password, and then click SIGN IN. Check the Remember User Name and Remember Password boxes, and the app will store your login details.
Once you are logged in, you'll see your Calls log for the current date. To navigate the app, click on the 3-bar icon in the upper left corner of your screen to open the left side menu. From there, you can click on:
Calls for all of your campaigns will be listed based on the current date.
Within the calls view, you can click to view Call details, change Call status, and Filter calls by campaign, date or date range.
Call Details Screen
Click any call to view the call details screen. Here, you'll see who called, the date and time of the call, the caller’s phone number, and where the call originated. From this view, you can:
- Send the customer an email
- Send the customer a text message
- Add the customer to Contacts
- Call the customer
- Email the message you received
- Text the message you received
- Send the call to Salesforce, Desk.com, Zendesk, or Helpscout
- Add a note
- Add an appointment
- Listen to the call recording
Changing the Tag
In the green bar below the call date and time, you'll see the call tag, e.g. New, Working, etc. To change the tag, click the green bar. On the next screen, select any radio button to update, and then click Apply in the upper right corner.
Filtering by Campaign or Date
To adjust the calls view to see calls from before today, click the Filters button in the upper right corner. Select a radio button to filter by Script, specific Date, or Date range, and then click Apply in the upper right corner.
To Add an agent alert, which you might use for a last-minute office closure or other unexpected change, click Agent Alert from the left side menu, and then select the script where you'd like to add your agent alert.
Click the circled + sign. Type your alert into the Special instructions box, and set the date when you'd like the instructions to expire: Tonight, Tomorrow, or a Custom date. Then, click the green Save icon at the bottom of the screen.
Note that all agent alerts will expire at 11:59 PM PST on the date selected.
To Cancel, click to open the agent alert, and then click the red Trashcan icon at the bottom of the screen.
NOTE: DO NOT add or update any on-call information under Special instructions. To make an emergency on-call update, see the OnCall section below. To update your schedule, log in to SAS Desk, and click the OnCall tab the left side menu. If you are not using the OnCall app in the portal, please contact Customer Service for assistance.
To view the number of Minutes, calls by ANI, Calls per script or Calls per profile, click Reports from the left side menu, and click each option to bring up the report results.
Minutes, ANI and Calls per profilecan also be filtered by specific campaign, date or date range. Click Filter in the upper right corner, select any radio button to update, and then click Apply in the upper right corner.
Click Profiles to view and edit where your messages are being sent. Select the profile you'd like to edit.
On the next screen, you'll see whether Email and Text notifications are turned ON or OFF, and you'll be able to click to update message delivery and Hours, add Closed times by clicking the circled + sign, and update Appointment settings (if you are using the SAS calendar). After you've changed profile details, click the Save icon at the bottom of the screen.
Here, you can view, edit and delete existing FAQs, or add new FAQs to your account. Click the arrow next to the script you'd like to view. On the next screen, you'll see all existing questions.
To view or edit an existing question, click on the question, and then click inside the Question or Answer boxes to make changes. To add a question, click the circled + sign. After making changes, click the green Save icon at the bottom of the screen. To delete a question, click the red Trashcan icon.
To add emergency on-call updates to your account, click OnCall from the left side menu, and then select the appropriate script.
On the next screen, click the circled + sign, and then create your update. Be sure to scroll to set when the on-call update should Expire, the Number of reach attempts, Time in between attempts, Voicemail action, and include the Staff name and Staff number. When all sections are complete, click the green Save icon at the bottom of the screen.
In the Settings tab, you can click links to contact SAS customer service by phone or by email, view our Terms and conditions page, Rate us, visit the Helpdesk, set up available Integrations, and view your Call forwarding numbers by script.
To log out, click Log out from the left side menu.