In This Article:

An integration with Google Calendar has been added that allows for Callback Events created in the Convoso app to be sent to an Agent’s Google Calendar.

This will allow the Agent to get notifications/reminders on their phones for upcoming calls.

There will be a two-way Sync of data between Convoso and Google for Calendar Events, and changes to the Disposition of the Event will remove the Callback Event from the Calendar.

• Connect an Agent's Google Calendar to Convoso.

• Disconnect an Agent's Google Calendar from Convoso.

• Display an Agent’s connection Status to Google Calendar if the Sync is turned on.

Google Calendar Integration Basics

• Agents can set up and turn on/off the integration from the Agent Interface without Admin interaction.

• The Sync will push Calendar Events from Convoso to Google Calendar.

• Sync pushes edits to existing Calendar Events from Convoso to the corresponding Google Calendar Event.

• Allows editing/removing/rescheduling/etc. of Google Calendar events to push back to the Convoso Calendar.

Examples:

• An Agent ends a call and Dispositions it as Call Back, then sets the Callback date and time in the future (e.g., July 18 at 1:00 pm). That Agent’s Google Calendar is also updated to show a Callback Event on July 18 at 1:00 pm, using the Agent’s local timezone.

• An Agent goes to their Google Calendar and updates a Callback scheduled for July 18 at 1:00 pm to July 19 at 2:00 pm. Google sends an update to the Convoso Calendar and updates the Callback Event on July 18 at 1:00 pm to July 19 at 2:00pm using the Agent’s local timezone.

Note: Agents must be signed in to Google in the same browser as the one they are using for the Convoso app.

Contents:

• Sync Your Google Account
  • Google Account Access
• Goggle Calendar Callback Events
• Quick Disposition Callbacks
  • If Quick Disposition is Not Turned On
• Callback Calendar
  • Redisposition to Create a Callback
  • Reschedule Pending Personal Callback

See the Admin Dashboard Google Calendar Integration article to learn more about the Admin Settings for the Google Calendar Integration.

Sync Your Google Account

1.) Click the Email menu in the top right corner.

2.) Click the Profile option.

The Edit Profile modal box will open.

3.) In the Google Calendar Synchronization section, click the Sign in with Google button.

Google Account Access

The Sign-in with Google window will open.

4.) First, choose the Google Account you want to use. Click the current account (will show where it says "The User's Google Account will be here" in the image below.) or Click Use another account.	5.) Once you have selected the proper Google Account, you need to allow Convoso to access the Google Account. Click the Allow button.	A tab will open in your browser once the connection has been authenticated. The tab will close on its own. Otherwise, you can close it manually.

The Google Calendar is now synchronized to the Callback Calendar in the Convoso system. 

• In the Google Calendar Synchronization section of the Edit Profile window, there will now be a Resync calendar button and an End synchronization button.
• In this section, there will also be a Last synchronization timestamp below the buttons showing the last date and time the calendar was synchronized.
  • Note: This timestamp only appears while the calendar is synchronized.

The Resync calendar button will re-authenticate the connection between Convoso and Google.

• The authentication success tab will open in your browser.
• The timestamp will then be updated.

The End synchronization button will disconnect Convoso from your Google Account.

• The sign-out successful tab will open in your browser.
• The Google Calendar Synchronization will then have the Sign in with Google button again.

Authentication Success Tab	Sign-Out Success Tab

Goggle Calendar Callback Events

• Set a Callback in the Agent Interface and have it added to a Google Calendar.

• Set a Callback from the Redisposition modal in the Agent Interface and have it added to a Google Calendar.

• Update a Callback in the Agent Interface and have that change reflected in the Google Calendar.

• Reschedule Callbacks from the pop-up notification and have that change reflected in the Google Calendar.

Quick Disposition Callbacks

If the Quick Dispositions feature is turned on after clicking the Wrapup button on a call, the left panel will have the available Dispositions for the call.

• Below the Call Notes section are the settings for creating a Callback.
• Select the Timezone, either the Agent's or Lead's, from the Time Zone drop-down field.
  • There are also Timezones available for other areas all over the world.
• Click in the Time field to open the date and time selections.
• Type should always be Personal Callback. 
  • A System Callback will not appear on your Google Calendar.

Important: The Callback is not created unless the date and time are selected.

Click on a Disposition in the section above the Call Notes. 

• Note: If Callback is not an option as a Disposition, speak to your Admin about the best option or for them to add the Callback Disposition.

The call will end, and the Callback will be created and appear on your Google Calendar.

• The image below shows a Callback that is not using a Calendar Template.
  • Calendar Templates are created by your Admin.
  • When in use the Template will automatically be used, and you should see additional information in the Callback Event title and in the description section of the Callback Event, where you see Convoso Callback in the image below.

If Quick Disposition is Not Turned On

If Quick Dispositions is not turned on, the Disposition modal window will open after clicking the Wrapup or Hangup button.

• Click the Call Back radio button in the Success section.
  • Note: If Callback is not an option as a Disposition, speak to your Admin about the best option or for them to add the Callback Disposition.
• Select the Callback's Time Zone, Callback's Time, and Callback Type in the respective fields.
• Click the Save Changes button.

• Any Callbacks that have been created will appear on this Calendar. 

• When your Google Account is Synced with Convoso, you can see any Personal Callback you have in the Callback Calendar in your own Google Calendar.

Redisposition to Create a Callback

1.) Click the More drop-down on the left.

2.) Click the Redisposition option.

The Redisposition Lead window will open.

3.) Click the Select drop-down to choose a new Disposition.

4.) Select a new Callback Type and time for the callback.

5.) Click the green Redisposition button to save the new Disposition.