Adding an App Integration webpop to your script

Add a step in your script to connect our call center agents with your app integrations. With a Web Pop step, agents can send data to your software with one click. In this tutorial, we'll learn how to add a Web Pop step specifically for integrating the following apps available in SAS Desk:

Scroll down and learn how to:

Add a Web Pop Step: We'll add this type of step to an existing path.
Give the Operators Instructions: Once our operators get to the website, we need to tell them what to do.
Configure Next Steps: If the website is down, we need to give the call center agent a backup plan.
Add Free Text Steps: We'll add a place for the operators to document data from the integration link, and then Close each of the logic options.

Add a Web Pop Step

Answering service operators can access a web-based resource via a Web Pop. Below, you'll see how to add this step type and where to position it.

1. From within your portal, click on the Scripts tab from the menu on the left. Then, click the on the script you'd like to edit.

2. In the upper right corner of the Script Details screen, you’ll see a blue Edit your script button. Click that, and the Call Script Builder will open.

3. A Web Pop step can generally be inserted anywhere in your script. In this example, we want the Web Pop to replace the Closing, or Outcome step. Since the Regarding step is before the Outcome step, we'll need to click on that step so that we can add a Web Pop as the next step. Make a note of the number associated with the Outcome step, though. You'll need it later to complete the build.

4. At the bottom of the Regarding step, you’ll see a Next drop down menu.

5. Scroll to select the New Logic option, which will tell the Call Script Builder that you want to add a new step in place of the Outcome. Then, click the blue checkmark to return to the script.

6. Once you click the checkmark, you'll need to navigate through your script to get to the new next step. Continue through your script until you come across the New Logic script step. Click on the gray Message icon next to the New Logic step to begin editing.

7. From the Type drop down, select Fetch URL. This option will allow us to integrate the query string associated with our respective app integration. Click the blue checkmark to continue.

8. If you’ve done everything right, your path will repopulate showing the new step with blank boxes for Text, URL. At the bottom of the step you will see a blue + sign, which is where we'll add our next steps.

Give the Operators Instructions

Once the Web Pop step is created, you'll need to add the integration link for our operators to visit and provide them with some instructions so they know what to do when they get there.

1. First, we’ll add the script for the operators and include instructions for what to do once they get to the website. Both the script and the instructions will go in the Text box. We'll also paste the integration link into the URL box.

Depending on which integration web pop you are creating, you may need different instructions. You'll find them here.

2. In the sample text below, you’ll see some symbols and letters. Those are formatting shortcodes that format the text so that it appears separate from what operators say to callers.

One moment please. INSTRUCTIONS: 1. Click the link below to send the caller's data to the Google Sheet. 2.When you've finished, an alert will pop-up letting you know if the data was sent successfully and text will be automatically copied to your clipboard. (You will be pasting this text back in the script) 3. Close popup window and select Sent Data.

3. In order to finish configuring our Fetch URL / Webpop step, we'll need to add our Next Steps. We'll be covering those instructions in the next section below.

Configure Next Steps

In a Logic Option, we are adding paths to account for the different things that could happen after we visit the external website. Note that every Web Pop step should be built with a path called Web Down or Website Down, giving our agents an option to handle the call if they are unable to access the integration link.

1. Now that you've built the Web Pop, you'll need to give the operator two options or paths to follow after they've click on the integration link. We're adding one option if the website interaction was successful, and another if for some reason the link is inactive.

To get started, click on blue + sign at the bottom of your script step. Three blank options will appear:

Text: The Text drop down will indicate the different options after the agent visits the website.
Profile: The Profile drop down will indicate where messages for each call path are assigned.
Next: The Next drop down will indicate what the next step for each path is.

2. The first path we are adding to the menu is Sent Data, which the operators will choose if they have successfully pushed call data to your specific integration.

Note that if you are integrating Google Maps, your options will be: In Service Area, Not In Service Area, Website Down

3. For our second option, we'll add Website Down. Following the same steps as above, click the blue + sign, and name the option Website Down.

4. Now, we'll need to add our Next Steps for both options. We'll be continuing these instructions in the next section below.

Add Free Text Steps

When adding an integration web pop, you'll need to include Free Text steps that will allow the operators to document the specific message they'll receive after clicking the integration link.

1. First, open the Next dropdown menu and select New Input.

2. Click the blue checkmark to continue. After retuning to the Webpop step, select Sent Data from the drop down menu to continue forward.

2. On the next page, we'll need to configure the new step we've just created. Click the gray Message icon next to New Input to begin editing the step.

3. From the Type drop down, select Text. This will allow us to create a free text step. Click the blue checkmark again.

4. To complete the step, you will need to enter a Step Name, and instructions for the operators in the Text area. Then, you'll use the Next Step drop down to link the step to the original Outcome step. In our example, our original Outcome step was 6.Outcome:General Message, so that's what we'll add as our Next Step.

Step Label: SentData
Text: (CSR: Press CTRL+V to paste the text from the pop-up alert into your notes.)
Next: Original Outcome Step

3. Once all the information is entered, click the blue checkmark to save the information.

4. Now, you’ll need to repeat the instructions above for the second logic option. Match the Step Label suffix to the rest of the path.

Step Label: WhyWebDown
Text: (CSR: Press CTRL+V to paste the text from the pop-up alert into your notes.)
Next: Original Outcome Step

If you want there to be a different Outcome for the Webdown option, you'll need to create a new Outcome step.

5. When you are finished making updates, click Publish Changes. After publishing, you can go back in and see your updated call script

Congratulations! You’ve successfully added an integration Web Pop step + a Logic Option and notated instructions for the operators!

NOTE: Some integrations and access to external websites are restricted to designated operator distribution groups. If you are adding either to your script, please reach out so we can make sure your account is assigned to the proper distribution.