Customer Support Center

How to use the SAS mobile app

Download the latest SAS iPhone app here, or download the SAS app Android version here. Check out the information below to learn how to get around!

Click on the app, enter your User Name and Password, and then click SIGN IN. Check the Remember User Name and Remember Password boxes, and the app will store your login details.

Once you are logged in, you'll see your Calls log for the current date. To navigate the app, click on the 3-bar icon in the upper left corner of your screen to open the left side menu. From there, you can click on:  
CALLS

Calls for all of your campaigns will be listed based on the current date.

Within the calls view, you can click to view Call details, change Call status, and Filter calls by campaign, date or date range. 




Call Details Screen

Click any call to view the call details screen. Here, you'll see who called, the date and time of the call, the caller’s phone number, and where the call originated. From this view, you can:
  • Send the customer an email
  • Send the customer a text message
  • Add the customer to Contacts
  • Call the customer
  • Email the message you received
  • Text the message you received
  • Send the call to Salesforce, Desk.com, Zendesk, or Helpscout
  • Add a note
  • Add an appointment
  • Listen to the call recording


Changing the Call Status Label

In the green bar below the call date and time, you'll see the call status, e.g. New, Working, etc. To change the status, click the green bar. On the next screen, select any radio button to update, and then click Apply in the upper right corner.


Filtering by Campaign or Date

To adjust the calls view to see calls from before today, click the Filters button in the upper right corner. Select a radio button to filter by Campaign, specific Date, or Date range, and then click Apply in the upper right corner.

 
STATUS
 
To Add a status update, which you might use for a last-minute office closure or other unexpected change, click Status from the left side menu, and then select the campaign where you'd like to add your status update.

Click the circled + sign. Type your status update into the Special instructions box, and set the date when you'd like the instructions to expire: Tonight, Tomorrow, or a Custom date. Then, click the green Save icon at the bottom of the screen.

Note that all status updates will expire at 11:59 PM PST on the date selected.

To Cancel, click to open the status update, and then click the red Trashcan icon at the bottom of the screen.

Add A Status Update

NOTE: DO NOT add or update any on-call information under Special instructions. To make an emergency on-call update, see the OnCall section below. To update your  schedule, log in to SAS Desk, and click the OnCall tab the left side menu. If you are not using the OnCall app in the portal, please contact Customer Service for assistance.


REPORTS

To view the number of Minutes, calls by ANI, Calls per campaign or Calls per location, click Reports from the left side menu, and click each option to bring up the report results.

Minutes, ANI and Calls per location can also be filtered by specific campaign, date or date range. Click Filter in the upper right corner, select any radio button to update, and then click Apply in the upper right corner.



 
LOCATIONS
 
Click Locations to view and edit where your messages are being sent. Select the location you'd like to edit.

On the next screen, you'll see whether Email and Text notifications are turned ON or OFF, and you'll be able to click to update message delivery and Hours, add Closed times by clicking the circled + sign, and update Appointment settings (if you are using the SAS calendar). After you've changed location details, click the Save icon at the bottom of the screen.

Update Your Message Information


FAQs

Here, you can view, edit and delete existing FAQs, or add new FAQs to your account. Click the arrow next to the campaign you'd like to view. On the next screen, you'll see all existing questions.

To view or edit an existing question, click on the question, and then click inside the Question or Answer boxes to make changes. To add a question, click the circled + sign. After making changes, click the green Save icon at the bottom of the screen. To delete a question, click the red Trashcan icon.

Add FAQs To Your Call Script


ON CALL

To add emergency on-call updates to your account, click OnCall from the left side menu, and then select the appropriate campaign.

On the next screen, click the circled + sign, and then create your update. Be sure to scroll to set when the on-call update should Expire, the Number of reach attempts, Time in between attempts, Voicemail action, and include the Staff name and Staff number. When all sections are complete, click the green Save icon at the bottom of the screen.

 
SETTINGS
 
In the Settings tab, you can click links to contact SAS customer service by phone or by email, view our Terms and conditions page, Rate us, visit the Helpdesk, set up available Integrations, and view your Call forwarding numbers by campaign.

SAS App Settings


LOGGING OUT

To log out, click Log out from the left side menu.

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