Requiring script steps and skipping verifications
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.
The SAS Call Script Builder gives you full control over how our operators navigate your script. For most steps you create, you will see two check boxes under the text input area with the values Required or Skip Verification. Checking either or both of these will modify how our operators handle your calls.
In this quick tutorial, you'll learn what checking or unchecking each of these will do:
- Require Script Steps: Leaving this checked means our operators will not be able to navigate past this question without input from the caller.
- Skip Verification: By default, all fields are verified, meaning once we are given an answer to a question, we will read the answer back to the caller. Checking this will skip that feature. It's a great option if you are trying to keep your costs down or to make our service sound less like a call center.
Require Script Steps
If you absolutely need information for specific fields, you will want to check Required. When this is checked, operators will not be able to continue the call unless the caller provides them with the requested information. This is useful if you require an email or a telephone number for each call we handle.
If the caller is unable or unwilling to provide the information, the operator will not be able to move past that point in your script and they will end the call. In your call log, these calls will be listed as 'Refused Information'. To require a script step:
1. Check the box to the left of Required. Then, click the Save button in the bottom left corner of the script step. Your screen will look like the one below.
2. Once you've changed a field to required, you'll see a red asterisk (*) in your call script next to the script step on the left side. In the example below, the script step FirstNameSpecificPerson has a red * to the right.
3. If you want to disable making this script step required, go back into the script step, uncheck the Required box and hit Save.
If this box is not checked, then the operators will read the caller’s information back to them. For example, “Thank you, I have your last name spelled R-O-B-I-N-S, is that correct?” This can lengthen calls and increase your usage; however this is how to keep your call records close to perfect. We recommend that you check the Skip Verification box for everything EXCEPT Phone Number and Email. This will save the operators time, and keep your bills down.
By default all fields are set to verification on. To skip verification for any script steps:
1. Check the box to the left of Skip Verification. Then, click the Save button in the bottom left corner of the script step. Your screen will look like the one below.
2. Once you've changed a field so our operators skip verifications, you'll see
verify in your call script next to the script step on the left side. In the example below, the script step FirstNameSpecificPerson has the verify tag to the right. This means once the caller answers the operators question, we won't read the answer back.
3. If you want to enable verifications on this script step, go back into the script step, uncheck the Skip Verification box and hit Save.