How to pre-fill Google Form on call in Softphone.Pro

Softphone.Pro uses external event handlers to interact with third-party systems. This feature enable various CRM integration features, for example:

• Screen pop-up on incoming call;
• Obtaining customer data from third-party system;
• Logging call to a third-party application;

etc.

As a simple example of interacting with an external system via event handlers, let's look at setting up integration with Google Forms.

Integration with Google Forms is useful when you want to record certain call data for further processing, but you don't use a CRM or Agents making and receiving calls don't have CRM access.

Two common cases are:

1. Recording data during a call: for this case, it makes sense to open the form at the start of an incoming/outgoing call or when answering a call. Softphone.Pro passes call information to the form, e.g., call direction and customer number.
2. Recording a brief summary after call completion: for this case, Softphone.Pro will open the form after call completion. Softphone.Pro can passe more data to the form (e.g., call duration or answer time). Since filling out data post-call can take significant time, we recommend using After-Call Work feature. This prevents the Agent from receiving incoming calls while they fill out the form.

Both cases are implemented using similar methods. The first case is described in the article.

Configuring Google Forms

Detailed information on working with Google Forms is available in the service documentation.

1. For example, we created a Google Form named Call result with 4 fields:

• Customer number
  Filled automatically by Softphone.Pro with the caller/called number;
• Customer name
  The Agent who received/made the call fills in customer's name;
• Call direction
  Filled automatically by Softphone.Pro with out for outgoing and in for incoming calls;
• Comment
  The Agent manually enters relevant information obtained during the call in this field.

Make sure the form is published before proceeding:

2. Google Forms allow for creation of pre-fill links. These links set certain fields when called and are useful for integrations with third-party apps like Softphone.Pro.

To obtain this link for created form click 3 dots in the top-right corner and pick Pre-fill form:

3. The form will open in the new tab. Fill out the fields that will be passed for the Softphone.Pro and click Get link:

• Customer number
  Enter NUMBER;
• Customer name
  Enter DIRECTION.

4. Click Copy link to obtain the public link with pre-filled fields. Save the link, you will need it for Softphone.Pro configuration:

Configuring Softphone.Pro

1. So, we created a form for recording data during a call and obtained the pre-fill link. It will look like this (/d/e/123456789/ part is an example string):

https://docs.google.com/forms/d/e/123456789/viewform?usp=pp_url&entry.596362789=NUMBER&entry.1530270766=DIRECTION

2. Click the icon in the top left corner of the main Softphone.Pro window and select Settings from the dropdown menu (or use the CTRL-S shortcut):

3. Go to the Integration - Third-party Systems section and click Add handler:

4. Fill in the handler parameters:

• Event
  Select which Softphone.Pro action opens the Google Form. For example, to open the form after the Agent answers an incoming customer call, select Incoming call answer;
• For which SIP account
  To only open the form for a specific configured SIP account, select it from the dropdown. Otherwise pick For all;
• Action
  Select Open a link in web browser.

5. Take a link from the step 1 and replace NUMBER with %NUMBER% and DIRECTION with %DIRECTION%.

The result will look like this (the form link https://docs.google.com/forms/d/e/123456789/ is an example, be sure to use your own form's public link):

https://docs.google.com/forms/d/e/123456789/viewform?usp=pp_url&entry.596362789=%NUMBER%&entry.1530270766=%DIRECTION%

A description of all placeholders available for use in event handlers is available here.

6. Paste the value obtained in step 5 into the URL field and check the parameters by clicking Test:

7. If everything is correct, the form fill-out page will open in the browser. Customer number and Call direction fields will be filled (Test button fills the fields randomly):

8. Click Save to save the handler settings.

9. If necessary, repeat steps 3-8 to, for example, add a handler for answering an outgoing call.

10. After configuring all handlers, click Save in the lower right corner of the settings window.

Using Google Forms Auto-Fill on call in Softphone.Pro

1. When receiving an incoming call or making an outgoing call Softphone.Pro will open a new browser tab with the Google Form. Some fields are pre-filled:

Agent manually fills in the remaining fields during the conversation.

2. After completing the form, click Submit to record the results.

If the Agent needs time after the call to fill out and submit the form, enable After-Call Work.

3. Use Responses tab on the Form settings page to see the results. To see the results as a table click View in Sheets and select an existing table or create a new one:

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