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:
Adding a New Path
Adding a Web Pop Step
Building a Logic Option
Building Out Web Pop Options
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 FirstName2, LastName2, CompanyName2, etc.
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]...”
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.
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.
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.
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.
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.
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.
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.
Click on New Step, and select Last Name from the Step dropdown menu. Click Continue.
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 Name, Last Name, Phone Number, Email 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:
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.
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.
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.
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)