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How to add appointment setting as a new path.

The following tutorial will show you how to add an Appointment Setting option using Google Calendar as a new path in your 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:

Pre-Programming Instructions
Adding a New Path
Adding a Web Pop Step
Building a Logic Option
Building Out Web Pop Options
Completing Integration

Pre-Programming Instructions

When looking at your script, you will see all of the paths that the operators follow listed under your campaign name. Next to each path is the symbol +. Before adding a new path to your script, you’ll have to do a little homework.

Expand each + and take a look at the Step Labels. That’s what each of the fields within a path is called. In the example below, you will see the Step Labels as FirstName2LastName2CompanyName2, etc.

Script Variables

Make a note of the suffix for each path – in other words, the numbers or text that come after the type of information. FirstName would be the type of information, and 2 is the suffix. You will need know what labels are already within your script so that you can develop a unique label for your new path.

NOTE: Unless a path is being handled exactly the same way as another path, the Step Labels should be different. This is to ensure that existing paths are not accidentally duplicated when adding new options.


Adding a New Path

Click on the Greeting, or the first script step under the Campaign Name. In our example, this step is called CallReason.

On the right you will see a box labeled Text that will display your live greeting: “Hello, my name is [OpName]...”

Opening Script

Below the text box, click on the icon labeled View Options. A new window will open displaying all of your existing Options. The Options direct the operators to different parts of your script based on the callers needs.

For our script below, callers will either be looking for information or looking for a specific person. We are about to add a path for callers looking to schedule an appointment. The All Other Calls path is for those calls that don't fit into any other category.

Call Script Options

NOTE: Do not remove the path labeled “Account Owner Calling In.” This is an SAS-specific path and belongs in every script.

To add a path for Google scheduling, 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 a number for the path. This will determine the order it will appear to the operators in their script view. Then, complete the second box with the path title, e.g. “Appointments.”

NOTE: You should always order your options from most frequent reason for call to least frequent. For example, if you expect 50% or more of your calls to be for appointment setting, make sure that is first (Number 1).

Leave the other areas blank and click the Add link on the right.

Add Appointment Path

You will see your new path 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, and your paths will repopulate on the left side. For this example, you will now see the Appointments path.

Show Appointment Path on Left

Now, expand the + sign next to the name of the new path you created. You will see a red dot with the words New Step next to it.

Add New Step

Click on New Step, and to the right you will see a dropdown menu labeled Step.

Select First Name from the dropdown menu, and click Continue.

Choose First Name Path

You will now see the FirstName Step Label along with the text, “May I have your first name?” Add your unique suffix to the end of FirstName, with no spaces, e.g. FirstNameAppointments. You can also modify the text to make it more personal. Then, click Save.

First Name After Save

In the menu on the left, expand the + icon again next to the name of the path you are editing. You will see FirstNameAppointments followed by a red dot with the words New Step next to it.

Add New Appointment Step

Click on New Step, and select Last Name from the Step dropdown menu. Click Continue.

Add New Step Last Name

You will now see the LastName Step Label along with the text, “May I have your last name?” Add the same unique suffix to the end of LastName, with no spaces, e.g. LastNameAppointments. Click Save. Expand the + icon next to the name of the path you are editing. You will see LastNameAppointments followed by a red dot with the words New Step next to it.

You will repeat the selection process for each information field you would like the operators to ask your callers. For appointment scheduling, you should always include First NameLast NamePhone NumberEmail address and Regarding.

The Regarding field is going to be different from the others. For this, you will select Free Text from the dropdown menu. After clicking Continue, you will see the blank Free Text step:

Add Regarding Step

Fill in Step Label with the word Regarding + your unique suffix, e.g. RegardingAppointments. Fill in the Field Name with ONLY the word Regarding. Then, copy and paste the phrase below into the Text section, making sure to enter it exactly, as it contains coding that will display the script a certain way for the operators:

What message would you like me to pass along?(L)(R)(CSR: Please (Q)PAUSE(Q) and wait for a response before continuing.)(E)(L)Thank you, I just need a moment to enter your information.

Operator Message

Click Save when you're done.

NOTE: For information on coding, such as in the example above, please review our tutorials on Programming Short Codes and Color Coding Your Script.


Adding a Web Pop Step

Now it’s time to create the calendar step. Expand the + icon next to the name of the path you are editing. You will see RegardingAppointments followed by a red dot with the words New Step next to it.

New Step Adding Calendar

Click on New Step. In the dropdown menu labeled Step, click on Web Pop, and then click Continue. You will see the blank Web Pop step.

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)

Google Web Pop

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.

Blank Option Step

Here you will need to add 3 options: Appointment SetAppointment 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.

Appointment Setting

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.

Appointment Path 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.

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.

3 Appointment Options

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 SetAppointment Refused, and Website Down. Below each, you will see a red dot with the words New Step next to it.

3 Appointment Steps

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.

Closing No Step

Fill in Step Label with the word Closing + your unique suffix, e.g. ClosingAppointments, and change Call Result 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 Call Result 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 Call Result 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.


Completing Integration

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.

Web Pop with Link

Congratulations! Your Google Calendar has been integrated into your script. The operators can now begin scheduling appointments for you based on your calendar setup.

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