How to add and remove 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.
This tutorial will show you how to use the Call Script Builder to make changes to your answering service script by adding and removing script steps. Before you get started, there is one golden rule:
NEVER use the Delete button to remove script steps. If you do this, you may delete the rest of that path and break your script!
In the example below, we'll show you how to remove a step and replace it with another. Then we'll show you how to add a script step between two existing steps.
- Removing a Script Step: Learn how to remove a step and add a new one in its place
- Adding a Script Step: Learn how to add a new step between two existing steps
For this demonstration, we are using the Phone Number and Address script steps. However, you can use the same procedures we'll be using to add or remove any script steps, like Statements, Email Addresses, or Free Text Fields. The only step types that cannot be inserted anywhere are Closing Steps, Reach On Call steps, and Cold Transfer steps. These must be added to the end of a script path.
Removing and Replacing a Script Step
In our example, we've decided that we don't need to ask the caller what the call is regarding any longer. Instead, we are going to ask the caller for their address.
1. To remove a script step, click on the step prior to the one you are replacing. Then, from the Next Step drop down menu on the right, select the – (dash character) from the top of the list. This will tell the Script Builder that you want to add a new step.
2. Click Save. Your path will repopulate, showing the PhoneNumberTow step followed by a red dot with the words New Step next to it. You'll also notice that all of your other script steps below this one have disappeared. Don't panic. They haven't been deleted. The steps labeled RegardingTow, StatementTow, and ClosingTow still exist, they are just hiding. Unless you delete a script step, you'll always be able to find any steps you've created below the ******** line in your script step drop down menu.
3. Click on New Step, and from the Step drop down menu on the right, select Address. Again, we are selecting Address for our example, but you can pick any step type.
4. Click Continue, and you will see the completed Address step. Hooray! Way to go so far.
5. Now change the suffix of the Step Label to match the "Tow" suffix of your current path so it looks like AddressTow. Then click Save in the bottom left corner. Your path will repopulate on the left showing Phone Number followed by Address and a New Step.
6. Now we want to add those steps that disappeared earlier. After AddressTow, we will add StatementTow back in. Click on New Step and scroll down below the ********** line to find StatementTow.
7. Click Continue. Your path will repopulate showing StatementTow followed by the ClosingTow step. This is because before we edited the information, ClosingTow was connected to StatementTow, so it automatically repopulated the information. Awesome!
Way to go you! You've successfully removed a script step and added a new one in its place.
Adding a New Script Step
In our example, we've decided that we need to ask callers for their credit card information after taking their address. We want to process payment before we dispatch tow trucks to the caller's location.
1. Since we've decided we are taking payment information, we'll need to add the Credit Card step. Click on StatementTow and from the Next Step drop down menu on the right, select the – (dash character). This will tell the Script Builder that you want to add a new step.
2. Click Save. Your path will repopulate on the left showing StatementTow followed by a red dot with the words New Step next to it. Your ClosingTow step is still alive, it's just hiding. Unless you delete a script step, you'll always be able to find the steps you've created below the ******** line in your script step drop down menu.
3. From the left side, click the red dot labeled New Step, then from the Step drop down menu on the right, select Credit Card. Again, we are using credit card for our example. You can add anything you'd like.
4. Click Continue. Your path will repopulate showing the completed Credit Card step. Now let's keep our steps organized and change the suffix of the Step Label to match your path – CreditCardTow.
5. Since this is our last step before we end the call, we'll need to establish a Closing. Remember, we've already built this step, it's just hiding. To bring it back, we'll select ClosingTow from the Next Step drop down menu at the bottom of the Credit Card step.
6. Click Save. Your path will repopulate on the left showing the steps in your desired order.
Congratulations! You've just added a script step.