How to edit script steps
NOTE: As of Spring 2020, some internal and user-facing SAS systems have been updated to better suit the needs of our customers. Because of these updates, your online portal view may look different than the pictures shown below. If your portal looks different, please refer to this article for updated instructions.
SAS allows you direct access to making changes in your live answering service script. By accessing the Call Script Builder through your SAS portal, you can add questions, change where messages are sent, add new paths, and more.
In this tutorial, we'll walk through editing a script step in the Call Script Builder to change what the operators say. Keep reading to get started!
Edit a Script Step
Let's get you to the Call Script Builder:
1. From your SAS Desk portal, click on Scripts from the menu on the left. You will see your Active scripts listed.
2. Click on the script Name that you would like to edit. Then, click the blue Edit your script button in the top right corner of the screen. This will open the Call Script Builder in a pop-up window.
3. Once in the Call Script Builder, navigate to the step you would like to edit. On the left side of the pop-up, expand any of the [+] symbols to see the different paths in your script, then click on the step name you're looking for. If you are having trouble finding the right step, you can always search for it.
For our demonstration, we'll navigate to the step labeled FirstNameOther in the All Other Calls path. To do this, we'll click on the [+] symbol to the left of the All Other Calls path, which will reveal all of the steps within the path. Then we'll click on FirstNameOther.
4. In the Text box on the right, you will see what the operators say at this point in the script. Now we're going to edit the step. The operator is saying "May I have your first name?" to the caller. To change this, click in the Text box and update the statement to, "I'd love to give you a hand with that! May I have your first name?"
5. Now that we've edited the script, we'll need to save our changes. Click the Save button in the bottom left corner of the script step. It will look like the one below.
We're done! Now the agents have your updated call script. With just a few clicks, we've edited what the agents say during a call. If you'd like to verify the changes, you can always view your call script.