What Is It?
The primary way for site visitors to initiate a sayso call is by clicking a standard Topic button. This button appears as a small circle with a phone icon that floats in the bottom right of designated pages. Clicking this button will typically reveal a list of discussion topics, which is used to connect the site visitor with the most appropriate representative.
Upon choosing a topic, sayso chooses an available representative for the site visitor to speak with, based on rules set by the organization. For example, if the organization offers "Pricing" as a discussion topic and marks 5 representatives as qualified to discuss pricing with visitors, sayso will see which representatives are available to speak and will assign one to the visitor.
At this point, the visitor can enter their name and initiate a voice or video call with the representative. On the other end, the representative is given information about the caller before the call is initiated, including what they wish to discuss and from which site page they are calling.
Note: In order for a representative to be considered available, they must be logged into the OnSIP app. If they are not logged into the app, or are busy on a call or set to Do Not Disturb, they will not be eligible for assignment.
Creating a Standard Topic Button
In order for standard Topic buttons to know how to behave, an organization administrator must provide a few pieces of information, like who, what, when and where. For each topic visitors can call you to discuss, sayso needs to know:
- What is the topic called? (e.g. "Pricing", "Technical Support", "Billing")
- Who among your representatives is qualified to discuss this topic with visitors?
- When do you typically have representatives available to discuss the topic? (e.g. 9am-5pm on weekdays for "Pricing", 24/7 for "Technical Support")
- Where should this topic be offered for discussion? Specifically, on which pages should this topic be offered (e.g. offer "Pricing" on Home, Pricing and Signup. Offer "Billing" on the Help pages) as well as which geolocations (e.g. Global, US-Only, Multiple countries)
To get started creating Topics, log into the OnSIP app and navigate to Settings. From there, click sayso. Only organization administrators have access to the this page.
If this is your first time visiting this page, there should be a process to walk you through the steps. If your organization has already created a topic, you can click "Add New" to create another, or you can duplicate an existing topic to pre-fill its settings.
After naming your new topic, you'll want to set rules for which URLs on your website should display the topic as a discussion option. For example, a general discussion topic like "Plan Details" might be appropriate for every customer-facing page, but a more specific topic like troubleshooting a certain model of hardware may only be appropriate for certain support pages.
These settings are based on the URL of the page. For example, if you want a topic to only be offered on two specific pages, select "Exact" and paste the URL of the first page, then click the plus sign and repeat for the second page. If you want a topic to appear on all pages except those two pages, you would use "Does Not Equal" instead.
Next, decide which representatives are qualified to discuss this topic with site visitors. For example, a "Pricing" topic would likely include every member of your sales staff, while a topic about troubleshooting certain hardware might only include one or two representatives who are experts on the subject.
If you can't find a representative you're looking for in the list, he or she may need to be added as a user to your account.
Note: Only 6 Topics can be displayed on one page. If a page is asked to display more than 6 Topics, some will be omitted.
We've made it possible for sayso calls to be conducted over video. Each individual representative will be able to declare whether or not they're willing to receive video calls. However, if you do not wish for any of your representatives to receive video calls, you can disable this option for the entire topic.
If your business only conducts business within certain countries, you can choose to only display this topic to traffic from those countries.
You may also choose for the topic to only be displayed during certain hours on certain days. For example, if your representatives work from 9am to 5pm, Monday to Friday, you may choose to only display the Topic button during these hours.
Update the Appearance of Your Standard Topic Buttons
From the sayso tab under Settings in the OnSIP app, organization administrators can customize certain aspects of your buttons' appearance, as well as the appearance of the call panel. You'll be able to preview these settings via an interactive demo.
Add the Button to Your Website
Once you've created your Topics and customized the appearance of their buttons, it's time to publish them to your website. Doing so requires information specific to your account, so an organization administrator will need to find the exact steps within the OnSIP app settings.
Installing standard Topic buttons is as simple as copying and pasting a snippet of code to your website's global header. We've included instructions for where to find this global header for some of the major Content Management Systems.
Note: sayso requires a secure connection between the site visitor and the representative. This means your Topic buttons will only display if your website has a valid SSL certificate and the URL includes "HTTPS".