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.
In this article we'll discuss:
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.
Note that if you do not want the document to remain public, once the app syncs with your Google Doc, you can
override the document settings and set it back to private.
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 check off the applicable check boxes and click
Continue.
1
At this point, you'll need to Configure the Google Doc. Click the
Add configuration button beneath the picture.
2
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've disconnected and reconnected your configuration at any point, you'll need to re-integrate it into your script.
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.
