How to add appointment setting to an existing path
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.
The following tutorial will show you how to add an Appointment Setting option using Google Calendar to an existing path in your call script. Before you create the script path to integrate Google Calendar, please complete our tutorial on configuring your SAS Google Calendar app.
In this tutorial, you'll learn about:
Adding a Web Pop Step
NOTE: Will operators be scheduling on more than one calendar? If so, please read Adding Multiple Calendars to an Existing Path for complete instructions.
Expand the + sign next to the name of the new path you would like to edit.
Now, you'll click the step prior to the Closing. That is where we'll be adding the Google Calendar integration. In the example below, the last step before the Closing is the Regardingfield. Click Regarding. On the right, scroll to select the - (dash) icon from the next step menu. Then, click Save in the lower left corner.
Your path will repopulate on the left showing Regarding followed by a red dot and the words New Step.
Click on New Step. From the Step dropdown menu on the right, click Web Pop, and then click Continue.
You will see the blank Web Pop step.
Fill in the Step Label box with the words WebPopGoogle. Then, copy and paste the instructions below into the Text section, making sure to enter it exactly, as it contains coding that will display the script a certain way:
Okay [FirstName]. May I put you on a brief hold while I access our calendar?(L)(L)(R)(CSR: If any issues with the link, please try refreshing the page to see if it resolves the problem.)(E)(L)(L)(N)(R)1.(E) Click on Monthly Calendar or Weekly Calendar(L)(R)If using the Monthly View:(E) Click on the day the caller would like and then you will see that week`s availability. (L)(L)(R)2.(E) Under the date the caller requested, click the time of the day that the caller selected.(L)*Note: Available Appointments will be (G)GREEN(E)(L)(L)(R)3.(E) A Box will come up pre filled with all caller data. Please confirm:(L)(L)(R)• [FirstName] [LastName](L)• [PhoneNumber](L)• [Email](E)(L)(L)(R)4.(E) To save the appointment, click (G)(Q)Add Appointment(Q)(E)(L)(R)CSR: Appointment date and time will be automatically copied to your clipboard. You will paste it into the next step. (E)
For now, leave the URL blank. You will return to the URL section later to integrate your Google Calendar. Click Save, and your path will repopulate on the left.
Building a Logic Option
A Logic Option step is pre-built into the Web Pop step. We'll use the Logic Option to give the operators choices on how to close the call.
In the menu on the left, expand the + icon again next to the name of the path you are editing, and click on the field WebPopGoogle.
Then, under the blank URL box, click View Options. The blank Options window will pop up.
Here you will need to add 3 options: Appointment Set, Appointment Refused, and Website Down.
Click the blue Add New link, located on the left below the Options list.
A segmented, blank box will be displayed. Complete the first small box, entering the number 1. Then, complete the second box with Appointment Set.
Leave the other areas blank and click the Add button on the right.
Again, click the blue Add New link. Complete the first small box, entering the number 2. Then, complete the second box with Appointment Refused.
Leave the other areas blank and click the Add icon on the right.
One last time, click the Add New icon. Complete the first small box, entering the number 3. Then, complete the third box with Website Down.
Leave the other areas blank and click the Add link on the right. You will see your 3 new paths show up under the Options list.
Now, close the Options box by clicking the X in the top right corner. You will return to your main scripting screen.
Click Save below the text box on the right.
Building Out Web Pop Options
Expand the + icons next to Appointment Set, Appointment Refused, and Website Down. Below each, you will see a red dot with the words New Step next to it.
Click on New Step under Appointment Set, and in the Step dropdown menu to the right, select Free Text. We'll need to add a space for the operators to document the appointment.
Click Continue, and you will see the blank Free Text step. Fill in the Step Label with AppointmentSet, and fill in the Field Name with Appointment. Then, copy the text below, and paste it into the Text box.
(R)(CSR: Document the date and time the appointment was set.)(E)
Click the check box next to Required. The operators will have to include the caller's appointment information in this step before they can continue with the call.
Then, click Save. Your path will repopulate and look like the image below.
Now, we'll need to add a Closing step. Click on New Step, and from the Step dropdown menu on the right, select Closing. After clicking Continue, you will see a partially complete Closing step along with the text, “Thank you for calling and have a nice day.”
Fill in Step Label with the word Closing + your unique suffix, e.g. ClosingAppointments, and change Outcome to something that will let you know an appointment has been scheduled, e.g. “Appointment Scheduled.” Here, you can also modify the text to make it more personal.
Click Save, and the path will repopulate. Below Appointment Set, you will now see a green dot with the words ClosingAppointments next to it. This means you've successfully closed this path in the script.
Now, you'll need to complete the other paths. Below Appointment Refused, click on New Step, then select Free Text from the Step dropdown menu on the right. We'll add a space for the operators to document why the caller refused the appointment.
Click Continue, and you will see the blank Free Text step. Fill in the Step Label and Field Names with WhyRefusedAppointment. Then, copy the text below, and paste it into the Text box.
(R)CSR: Please document why the caller refused to set an appointment.(E)
Just as with the Appointment Set step above, you'll need to click the check box next to Required, and in addition, click the check box next to Large Text Box. This will give the operators enough room to document the caller's reason for refusing the appointment.
Click Save, and continue on to add a Closing. Click on New Step, and from the Step dropdown menu on the right, select Closing. Then, click Continue.
Fill in Step Label with the word Closing + your unique suffix, e.g. ClosingApptRefused, and change Outcome to something that will let you know an appointment has been scheduled, e.g. “Appointment Refused.”
Click Save, and the path will repopulate. Below Why Refused Appointment, you will now see a green dot with the words ClosingApptRefused next to it.
The Website Down path will be handled much the same as the above, but you will be adding two Free Text steps instead of one.
For the first Free Text step, fill in the Step Label and Field Name with WhyWebDown. Again, you'll need to click the check boxes next to Required and Large Text Box. Copy the text below and paste it into the Text box. Then, click Save.
(R)CSR: Document the error received below.(E)
For the second Free Text step, fill in the Step Label and Field Name with PreferredDateTime. Include text here letting the caller know that we were unable to access the calendar, and document the preferred date and time for their appointment. For example:
I`m sorry, [FirstName]. I was unable to access our calendar, but I will have the office contact you to get you scheduled.(L)(L)What is your preferred date and time for an appointment?
Click Save, and your path will repopulate. Only one more thing to do - add a Closing to the Website Down path.
Below Preferred Date Time, click on New Step. Select Closing from the Step dropdown menu on the right, and click Continue.
Fill in Step Label with the word Closing + your unique suffix, e.g. ClosingWebsiteDown, and change Outcome to something that will let you know the operator was not able to access the website, e.g. “Schedule - Website Down.” Click Save, and your path will repopulate.
The completed Google Calendar path should look like the picture below.
For now, you have everything set to integrate Google Calendar. Close the scripting window by clicking on the X in the upper right corner.
To complete integration, you will need to generate a link from the SAS Google Calendar integration in your portal and enter it in the URL field of the Web Pop step you created above. If you haven't already done so, please link SAS to your Google Calendar with this tutorial so you can generate the Integration link.
Once your script comes up, expand the + icon next to the name of the path you created for scheduling, and click on the field WebPopGoogle. Paste the link that was created into this box and click Save.
Congratulations! Your Google Calendar has been integrated into your script. The operators can now begin scheduling appointments for you based on your calendar setup.
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.