Adding Custom Collectors to Script Blocks

Collectors are variables within the scripting system that correspond to script Blocks. Collectors allow operators to gather information from your callers, which is then relayed back to you. Our scripting platform includes several pre-set Collectors such as {{first_name}} and {{email_address}}, but some Blocks will require you to create custom Collectors that are specific to your business. 

In this article we'll discuss:

Adding Collectors in Settings

Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings.

Then, on the left-hand side under Scripts, select Collectors.

Next, click the Add Collector button as shown below.

In the dialog box, you will be asked to fill in the Display Name followed by the Collector. Once you start typing in the Display Name field, the Collector field will automatically populate with the correct format.

The Display Name is how the Collector is displayed within the script, and the Collector itself stores the information gathered, which is sent to you via the message delivery method you selected.
Once you have added the Display Name, click Save.

Adding Collectors while in Blocks

Within the block that you are editing, you'll see the Block Type along the top of the block, and a space to add a Block Label next to it. Block Labels will help us identify the block within the system later on.

Under the Collector tab, click the dropdown under Collector. You will see an empty box where can type in the name of your new collector that corresponds to the block you're creating, or simply scroll through the list to locate the collector you'd like to use.

Once you've added a name to the box, click Save
Note that even if you don't save the Block you're creating, the Collector will still be saved and available for future use.

Editing or Removing Collectors

All custom Collectors will be displayed on the Collectors page within your Settings.

If you are no longer using a particular Collector, you can disable or delete it by clicking on the 3-dot menu icon on the right-hand side of the Collectors menu page. This is also where you can Edit your Collectors, if needed.

If Disabling or Deleting a Collector, the system will prompt you to confirm the action intended. You'll need to click OK to continue.

Pre-Set Collectors

Below is a list of pre-set Collectors for specific script blocks. For those that are pre-set, you will only need to create a Block label.

  • Address – comprised of 6 Collectors: {{address_street}}, {{address_street_2}}, {{address_city}}, {{address_state}}, {{address_zip}}, and {{address_country}}.
  • Address (Service Area) – contains the same Collectors as Address and designed to be used in conjunction with the Google Maps integration.
  • Closing {{closing}} – displays the Outcome of the call.
  • Closing (Collector) {{closing_collector}} - automatically selects a Profile, Outcome and a Cold Transfer endpoint (optional) at closing based on a prior collector value.
  • Cold Transfer {{cold_transfer}} – adds a Cold Transfer to your script (can be used with a Cold Transfer on-call schedule).
  • Company Name {{company_name}} - Pulls the company name from the Wiki section of a script.
  • Company Phonetic {{company_phonetic}} - Pulls the phonetic spelling of a company from the Wiki section of a script.
  • Email {{email_address}} – gathers the customer’s email address.
  • Full Name – comprised of 3 Collectors: {{first_name}}, {{middle_name}}, and {{last_name}}.
  • Google Calendar {{google_calendar}} – links your Google Calendar to your script (integrate your Google Calendar to use this).
  • Google Docs {{google_doc}} – links your Google Doc to your script (integrate your Google Docs to use this).
  • Greeting {{greeting}} – allows you to add an All Day greeting or Business / After Hours greetings to your script and presents operators with Logic options to determine how to proceed.
  • Greeting (Compound) {{greeting_compound}} – allows you to add an All Day greeting or Business / After Hours greetings to your script (operators will follow one path and gather the same information regardless of time of day).
  • Image {{image}} – allows you to add an image to your script for operators to reference during a call, e.g., an ad listing sale items and pricing.
  • Lookup {{caller_lookup}} – gives operators access to look up the caller's information via our Salesforce integration or your SAS call log before selecting a Logic option to continue.
  • Message {{ticket_message}} – gathers what the call is regarding.
  • Non-Message {{non_message_call}} - gathers the type of non-message call that was saved.
  • Note {{non_message_call}} – provides extra context, description, or instructions to operators.
  • Page Break {{page_break}} – can be used at the end of a Section to separate it from the next set of questions.
  • Phone Number – comprised of 6 Collectors: {{main_phone_number}}, {{home_phone_number}}, {{cell_phone_number}}, {{alt_phone_number}}, {{business_phone_number}}, and {{fax_number}}.
  • Reach {{reach_attempt}} – adds an automated Reach On Call to your script (note that you must build a Reach schedule to use this).
  • Statement {{client_statement}} – allows operators to read a disclaimer or other informational statement without gathering data.
  • Trigger {{trigger}} - allows operators to send data to or on behalf of the caller before the end of the workflow.
  • Warm Transfer {{warm_transfer}} – adds a Warm Transfer to your script (can be used with a Warm Transfer on-call schedule).
  • Website {{website_url}} – allows you to add a website to your script (note that websites must be approved before they can be accessed).
  • Workflow (True False) {{workflow_collector}} – automatically moves operators through a script based on a comparison to previously entered data.
  • Workflow (Path) {{workflow_path}} - automatically moves the operators through a script path based on a comparison to previously entered data.
  • Workflow (Time) {{workflow_time}} – automatically moves operators through a script based on business-hours routing.

The following Blocks require custom Collectors.

  • Appointment – allows you to add a calendar website to your script (note that websites must be approved before they can be accessed)
  • Currency – allows operators to document a U.S. dollar amount
  • Date/Time – allows operators to collect a specific date and time in MM/DD/YYYY and hh:mm am/pm format
  • Dropdown – allows you to add a list of options from which operators can select one
  • Free Text – allows you to add any custom question or text to your script, and allows the operators to document information in any format
  • Logic – allows the script to break off into two or more paths depending on a qualifying question
  • Multiple Choice – allows you to add a list of options from which operators can select one or more
  • Number – allows operators to document a numerical value
  • Percent – allows operators to document a percentage value

Where to find Collectors within the Script Builder

In order for operators to gather callers' information, you'll need to implement Collectors within your script.

Click the  Builder tab on the left-hand navigation panel. Then select Blocks.

To the left of your screen, you’ll see a list of all of the script Blocks available to use. To add them to your script, you can either click directly on them, or click and drag the Block you wish to use to the center of your screen so that it populates. 

Once populated, fields will be available for you to fill out and can be toggled on and off. In our example, we've chosen to use the Full Name Block. 

To find if the Block you’ve chosen has a Collector, go to the Collector tab within the newly populated Block.

If a Block has a pre-set Collector, it will show up in the Collector field. If a Block does not have a pre-set Collector, you will see a “Please Select” drop down where you will be able to choose a Collector you’ve already created.

Limitations with Collectors

Some limitations that come with Collectors include:

  • You cannot use a custom Collector name more than once within your script.
  • You cannot use the same custom Collector name for more than one Logic option.
  • You cannot input more than one custom Collector within a single script Block.
  • You cannot update a Collector name - only the Display Name.
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