How to add a Web Pop 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 content on the web. With a Web Pop, agents can access hosted forms, e-commerce websites, on-call and patch schedules, and any other external data.
In this tutorial, we'll learn how to add a Web Pop step. Please keep in mind that any external website must be white-listed before it can be used in your script. Before following this tutorial, please contact us so we can authorize the website.
Scroll down and learn how to:
- Add a Web Pop Step: We'll add this type of step to an existing path.
- Give the Operators Instructions: Once our operators get to the website, we need to tell them what to do.
- Configure a Logic Option: If the website is down, we need to give the call center agent a backup plan.
- Add Multiple Closing Steps: We'll add a closing to each of the logic options.
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 Script Details 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.
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 script will look much like the one below. Your path will repopulate showing the Web Pop step with blank boxes for Step Label, Text and URL.
Give the Operators Instructions
Once the Web Pop step is created, you'll need to add a website 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 asWebPop + whatever the web link will be doing. In our example, we’ll add the word Pricing as the suffix. So our Step Label will be WebPopPricing, 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.
Below is the sample text we'll be using. It basically tells the operator to provide pricing details from the website, and if they get in too deep, to let the caller know that they do not have the information but will pass the message along. In the sample text, 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.
May I place you on a brief hold while I access our pricing information?(L)(L)(R)Provide pricing for requested services. If caller has advanced questions, state, (G)(Q)That`s a great question! Unfortunately I don`t have that information available, but I will pass your message along and have someone reach out to you.(Q)(E)
3. Now that our instructions are in place, we'll need to add the website that we want the operators to access. You'll add this to the URL box.
4. 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 your website.
1. Now that you've built the Web Pop, you'll need to give the operator a few options or paths to follow after they've visited your site. Paths that utilize an external website typically include two options, one if the operator completed the action, and another if the website couldn't be accessed. In our example, we're adding three: one if the website interaction was successful, another if they have some advanced questions, and a third if for some reason we are unable to access the website.
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 Pricing Provided, which the operators will choose if the caller has received the information they requested.
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: Pricing Provided. Then, click Add on the far right and the option will appear in the list.
3. For our second option, we'll add Needs Call Back, which means that the operator was not able to answer the caller’s question, and they require further assistance. Following the same steps as above, click Add New, enter the number 2, and name the option Needs Call Back. Click Add on the far right and the option will appear in the list.
4. For our third option, we'll add Website Down. This option should always be listed in the event that the website the operators are going to is unavailable or inactive. Repeat the above steps and add the option Website Down to the list.
5. After adding all three options, your script should look something like the example below. Now we need to save the work. Click the X in the upper right corner to close the pop-up and return to the main scripting screen.
6. 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 Multiple Closing Steps
When you build web pop options, you can add steps such as asking the caller additional questions or having the script take other paths. In our example, we're simply going to end each path with a descriptive outcome so we know what happened. Now let's close these paths!
1. First, click on New Step under the first path you created on the left. Then, from the Step drop down menu on the right, select Closing. Click Continue, and you will see a partially complete Closing step.
2. To complete the step, you will need to enter a Step Label, modify the closing Text, and include an Outcome. In this example, the closing is labeled ClosingPricingProvided, with no spaces. Text has been added reflecting that the operator was able to assist the caller, and an Outcome has been added that notes the same – Pricing Provided.
Once all the information is entered, click Save in the bottom left corner of the step and your path will repopulate showing a green dot followed by ClosingPricingProvided.
3. Now, you’ll need to repeat the instructions above. Click on New Step, select Closing from the Step menu, and click Continue. Add your Step Label. In this example, we have used ClosingCallBack, with no spaces. Then adjust the Text and include an Outcome. Our Outcome is Needs Call Back.
Once all the information is entered, click Save in the bottom left corner of the step and your path will repopulate showing a green dot followed by ClosingCallBack.
4. The third Closing will be slightly different than the others. Before it is added, we want to give the operators an opportunity to note the error message they received when trying to access the website. This will provide a record of any issue your website may be having so that we can troubleshoot it.
Click on New Step, and from the Step menu, select Free Text.
5. Click Continue, and the blank Free Text step will open. Now, you’ll need to add the details listed below into your script:
- Step Label: WhyWebDown
- Field Name: WhyWebDown
- Text: (R)CSR: Please document the error you received from the clients website.(E)
- Click the option for ‘Large text box’.
Once the above details have been entered, click Save in the bottom left corner of the step. Your path will repopulate showing the WhyWebDown step followed by a New Step.
6. At this point, you will repeat the Closing instructions above. Click on New Step, select Closing from the Step menu, and click Continue. Then, complete the blank Closing step. In our example, the Step Label is ClosingWebDown, with no spaces. The modified Text lets the caller know that, “our I.T. team is performing website maintenance,” which sounds better than our website is down! And the Outcome is Website Down.
Once the above details have been entered, click Save in the bottom left corner of the step. Your path will repopulate showing a green dot followed by ClosingWebDown.
Congratulations! You’ve successfully added a Web Pop step + a Logic Option, notated instructions for the operators, and created three distinct Closing steps based on the existing path.
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.