Adding an App Integration webpop to your script

NOTE: As of Spring 2020, some internal and user-facing SAS systems have been updated to better suit the needs of our customers. Because of these updates, your online portal view may look different than the pictures shown below. If your portal looks different, please refer to this article for updated instructions.

Add a step in your script to connect our call center agents with your app integrations. With a Web Pop step, agents can send data to your software with one click. In this tutorial, we'll learn how to add a Web Pop step specifically for integrating the following apps available in SAS Desk:

Scroll down and learn how to:

Add a Web Pop Step

Answering service operators can access a web-based resource via a Web Pop. Below, you'll see how to add this step type and where to position it.

1. First, you'll need to open the Call Script Builder to edit your script. On the SAS Desk home page, click on Scripts from the menu on the left. Then, click the Details icon next to the path you’d like to edit. This will take you to the Script Details screen.

2. In the upper right corner of the ScriptDetails screen, you’ll see a blue  Edit your script button. Click that, and the Call Script Builder will open. Then, to expand the path that you want to add the Web Pop to, click the + sign and you’ll see all the fields within that path.

3. A Web Pop step can generally be inserted anywhere in your script. In this example, we want the Web Pop to replace the Closing. Since  Regarding1 is before the Closing, we'll need to click on that step so that we can add a Web Pop as the next step. Make a note of the name of the Closing step, though. You'll need it later to complete the build.

4. In the bottom left corner of the Regarding1 step, you’ll see a  Next Step drop down menu. Scroll to select the  (dash character), which will tell the Call Script Builder that you want to add a new step in place of the Closing. Then, click Save. After you click Save, you’ll see your path repopulate with a red dot and New Step below Regarding1. Way to go, you’ve just added a blank new step!

5. Now, click on  New Step and from the Step drop down menu on the right, scroll to select Web Pop and then click Continue.

6. If you’ve done everything right, your path will repopulate showing the  Web Pop step with blank boxes for Step LabelText and URL.

Give the Operators Instructions

Once the Web Pop step is created, you'll need to add the integration link for our operators to visit and provide them with some instructions so they know what to do when they get there.

1. First, let's complete the  Step Label. To keep our script organized, we're going to name it as WebPop + whatever the web link will be doing. In our example, we’ll add GoogleSheets as the suffix. So our Step Label will be WebPopGoogleSheets, with no spaces.

2. Next, we’ll add the script for the operators and include instructions for what to do once they get to the website. Both the script and the instructions will go in the  Text box. We'll also paste the integration link into the URL box.

Depending on which integration web pop you are creating, you may need different instructions. You'll find them here.

In the sample text below, you’ll see a bunch of letters in ( ). Those are formatting shortcodes that format the text so that it appears separate from what operators say to callers.

One moment please.(L)(L)(G)INSTRUCTIONS:(E)(L)(N)(R)1.(E) Click the link below to send the caller`s data to the Google Sheet.(L)(L)(R)2.(E) When you`ve finished, an alert will pop-up letting you know if the data was sent successfully and text will be automatically copied to your clipboard. (R)(You will be pasting this text back in the script)(E)(L)(L)(R)3.(E) Close popup window and select (G)Sent Data(E).

3. Once you click  Save in the bottom left corner, your path will repopulate showing the step you just created with an * next to it. The * means that the Web Pop step is a type of Logic Option that will follow with a few extra paths.

Configure a Logic Option

In a Logic Option, we are adding paths to account for the different things that could happen after we visit the external website. Note that every Web Pop step should be built with a path called Web Down or Website Down, giving our agents an option to handle the call if they are unable to access the integration link.

1. Now that you've built the Web Pop, you'll need to give the operator two options or paths to follow after they've click on the integration link. We're adding one option if the website interaction was successful, and another if for some reason the link is inactive.

To get started, click on  View Options in the lower left corner of the step, and a blank Options menu will open.

2. The first path we are adding to the options menu is Sent Data, which the operators will choose if they have successfully pushed call data to your specific integration.

To add an Option, click  Add New to the bottom left of the blank line. A new line will appear highlighted in yellow. In the first box, enter number 1, and in the second box, enter the option name: Sent Data. Then, click Add on the far right and the option will appear in the list.

Note that if you are integrating Google Maps, your options will be:

  • In Service Area, Not In Service Area, Website Down

3. For our second option, we'll add Website Down. Following the same steps as above, click  Add New, enter the number 2, and name the option Website Down. Click Add on the far right, and both options will be listed. Click the X in the upper right corner to close the pop-up and return to the main scripting screen.

4. Now, click  Save in the bottom left corner of the Web Pop step and your path will repopulate showing each option with a + sign to the left. Click the + to expand the options. You will see a red dot followed by the words New Step under each.

Add Free Text Steps

When adding an integration web pop, you'll need to include Free Text steps that will allow the operators to document the specific message they'll receive after clicking the integration link.

1. First, click on  New Step under the first logic option you created on the left. Then, from the Step drop down menu on the right, select Free Text. Click Continue, and you will see the blank Free Text step.

2. To complete the step, you will need to enter a  Step Label, Field Name, and instructions for the operators in the Text area. Then, you'll use the Next Step drop down to link the step to the original Closing. Match the Step Label suffix to the rest of the path.

  • Step Label: SentDataGoogle1
  • Field Name: SentDataGoogle
  • Text: (R)(CSR: Press CTRL+V to paste the text from the pop-up alert into your notes.)(E)
  • Original Closing: ClosingPricing

3. Once all the information is entered, click  Save in the bottom left corner of the step and your path will repopulate showing the Sent Data step followed by a green dot and your Closing.

4. Now, you’ll need to repeat the instructions above for the second logic option. Match the Step Label suffix to the rest of the path.

  • Step Label: WhyWebDown1
  • Field Name: WhyWebDown
  • Text: (R)(CSR: Press CTRL+V to paste the text from the pop-up alert into your notes.)(E)
  • Original Closing: ClosingPricing

5. Once you click  Save, your path will repopulate showing the completed logic options.

Congratulations! You’ve successfully added an integration Web Pop step + a Logic Option and notated instructions for the operators!

NOTE: Some integrations and access to external websites are restricted to designated operator distribution groups. If you are adding either to your script, please reach out so we can make sure your account is assigned to the proper distribution. 

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