Google Sheets

Connect Google Sheets so an agent can add a row for every call, find a caller's row and update it, in a spreadsheet you choose.

What you will achieve

An agent will be able to log what happens on a call in a Google Sheet, look a caller up in it, and update their row, during a call.

Overview and use cases

Add a row for every call: the caller's name, phone number and what they wanted.
Save the answers of a short questionnaire as one row each.
Find a caller by phone number or email and tell them what the sheet says.
Update a row afterwards, for example to mark a request as booked.

Prerequisites

A Google account that can open the spreadsheet. Share the sheet with that account if it belongs to someone else.
A Google Sheet whose first row holds the column names (for example Name, Phone, Note). The agent adds rows underneath.
If Phynxa does not supply the Google app for your workspace, a Google Cloud OAuth client (see below).

External account setup (in Google)

Only needed if the Connect dialog asks for a Client ID and secret. Google controls these screens. Google's guide: Sheets API values.

In the Google Cloud console, create an OAuth client (web application) and enable the Google Sheets API.
Add the redirect URL shown in Phynxa's dialog as an authorized redirect URI.
Copy the Client ID and Client secret.

Connect it in Phynxa

Open the Google Sheet you want the agent to use and copy its address from the browser.
Integrations, Connect on Google Sheets. Paste the address into Spreadsheet link. Under Tab name, type the tab to use, such as Calls, or leave it empty for the first tab. Both can be left empty and set later.
Choose Continue to Google, pick your Google account and approve.
The card shows Connected with your address.

To change the spreadsheet later, open the card's ⋯ menu and choose Edit settings. The new link is checked with Google as soon as it is saved, and the dialog says if it cannot be opened.

Scopes: spreadsheets (read and change your spreadsheets) and userinfo.email (to show which account is connected). Google offers no narrower permission that can open a sheet you already have, and marks this one as sensitive. The agent works only in the spreadsheet and tab you chose; it is not given a way to name another.

Use it in a call

Action	What it does	Runs
Add row	Adds a row under the last one. The agent writes the cells left to right, in the order of the sheet's columns.	In the background
Find rows	Looks for a word or number, in one column or in the whole tab, and returns each matching row with its number and its values by column name. Up to 10 rows.	Waits
Update row	Changes cells of one row, found first with Find rows. Cells the agent leaves empty are not changed. Row 1, the column names, is never changed.	In the background

Tell the agent the column order in the tool's Description, for example: "Columns: Name, Phone, Reason, Date." It then fills each cell in the right place.

How values are saved:

Everything is saved exactly as written, as text. A value that starts with = is saved as text and never runs as a formula, and a phone number such as +1 555 0100 is not turned into a number.
A row has at most 50 cells, and a cell at most 2,000 characters.
Find rows looks through the first 5,000 rows of the tab. A word is matched ignoring capitals; an exact match wins, and when there is none, rows that contain the word are returned.
Google allows 60 sheet requests a minute per account. Past that, the tool says so and works again after a minute.

Test it

Test connection on the card. It checks your Google account, and the spreadsheet and tab if you set them. Then, in Chat, ask the agent to log a test caller and look at the sheet.

Expected result

A new row appears under the last one in your sheet; asking the agent to find that caller returns the row.

Troubleshooting

"No spreadsheet is chosen yet." Open the card's ⋯ menu, Edit settings, and paste the sheet's link.
"The Google Sheets API is not switched on." In your Google Cloud project, open APIs & Services, Library, and enable Google Sheets API.
"That spreadsheet was not found" or "cannot open that spreadsheet." Check the link, and share the sheet with the connected Google account.
"That sheet tab was not found." Check the tab's name under Edit settings.
"That file is an Excel file opened in Google Sheets." A .xlsx file cannot be changed this way. In Google Sheets choose File, Save as Google Sheets, and use the new sheet. Microsoft Excel itself is not an integration yet.
Rows land in the wrong columns. Put the column order in the tool's Description.
Access blocked. Your Google Cloud app may be in testing mode; add your account as a test user, or publish the app. Because the permission is sensitive, an app that is not verified by Google shows a warning screen.
"The connected app could not be reached." Try again; if it persists, use Reconnect.

Security and credentials

Tokens are stored encrypted. Revoke access at any time from your Google account's security page; Remove also forgets it in Phynxa. Connect with an account that can open only the sheets you want the agent to use.

Something here does not match what you see in the dashboard? Let us know.