How to integrate SAS Flex with Google Docs
One of the many features that Google offers is Google Docs, software that works just like Word. If you would like our operators to have specific information available to review with your customers, integrating a Google Doc into your call script will enable them to see complete details without having to surf through your FAQs. During the call, the operator can also offer to email a link to the document directly to your caller.
Below, you'll find step-by-step instructions on how to connect this feature to your SAS account. In this tutorial, you'll learn how to:
- Adjust Link Sharing Settings
- Connect Google Docs to the SAS Google Docs App
- Configure Google Docs
- Integrate Google Docs Into Your Script
- Important Notes about Google Docs
Setting Link Sharing
Before you can link your Google Doc to the SAS Flex app, you'll need to ensure that your document is set to Anyone with the link.
1. Log in to your Google account and open the Google Doc that you'll be integrating with the app.
2. In the upper right corner, hover over the blue Share button. If the pop-up shows Public on the web or Anyone with the link, then you can move on to Connect Google Docs to the SAS Google Docs App.
If not, continue to step 3 below.
3. To adjust link sharing, click Share, and then click on Get Link.
4. From the dropdown, click the Anyone with the link button.
5. If necessary, adjust the Access settings in the pop-up.
6. Then, click Done.
Connect Google Docs to the SAS Google Docs App
1. Now that you've set link sharing, it's time to connect the app. Within SAS Flex, go to the Integrations button on the left-hand navigation panel.
2. From the Apps screen, click Install next to the Google Docs icon. On the next screen, you'll connect the email address where your Google Doc is saved.
3. On the next screen, click the Connect button.
4. In the pop-up, you'll need to first select the account you wish to connect. Then, you'll need to click Allow on the next window.
Configure Google Docs
1. At this point, you'll need to Configure the Google Doc. Click the Add configuration button beneath the picture.
2. Select the document you wish to configure from the drop down.
3. After you've selected the correct document, click Continue at the bottom of your screen.
4. Under the General tab, you'll need to fill out the Name of your configuration. If you'd like, you can also include instructions for the CSRs to use when accessing your document.
5. When you are done, click Save.
Adjusting the Email Settings (Optional)
If you'd like operators to have the ability to email the document to your customers, you'll need to complete the Email Doc section.
1. Within your Google Doc configuration, click the Email Doc tab. Then, use the toggle to Activate Email Option.
2. Under the From Name dropdown, select a name from the list. You'll see that the Reply Email field will auto-populate. If you haven't already configured an outbound mailbox, this section will be blank.
3. Enter the Subject and Email Body of the message you'd like send. To input properly formatted script variables into your email, use the Select Field dropdown to select variables, then copy and paste from the Copy Merge Field box.
4. When you are finished, click Save.
Integrate Google Docs into Your Script
With all of your integration settings complete, you'll need to add the integration into your SAS script.
1. In the Google Doc script block of your choosing, go to the Options tab.
2. From the Google Docs Integration dropdown, select the configuration you'd like to integrate.
3. Then, click Save.
If you were simply editing a script block that was already added to a script, you’re all set! If not, you’ll need to create the rest of your script blocks (if applicable), your script sections, and your script. Check out these articles for instructions:
Important Notes about Google Docs
- If you make any changes to a Google Doc after integration, you'll need to go back to the App and click the Save button in the bottom left corner of the screen. There is no need to reintegrate the document. Clicking Save will automatically update the integration with your new information.
- The steps above can be repeated to integrate additional Google Docs into the different paths within your call script.