Using a Holiday Set to Create Temporary Language in a Script
Holidays are dates that differ from your normal scheduled business hours. If we are answering calls for different businesses, you can create multiple Holiday Sets, which will allow you to add different holidays for each business. Once a Holiday set is added and applied to your existing Business Hours set, you can activate different Greetings and Closings in the call script to automatically adjust the language our operators use based on the parameters you’ve set. Similar to your Closed Between hours within your Business Hours menu, your Holidays will follow your after-hours protocol.
In this article we'll discuss:
Whenever you want to observe a new Holiday, you can simply update the dates in your existing Holiday set, instead of creating new ones!
Creating a Holiday Set
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With SAS Flex, go to your User icon in the upper right-hand corner and click Settings.
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On the main settings page, select Holidays.
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Next, click the Add holiday set button as shown below. You can also choose to Add public holidays, which will automatically populate all public holidays for the current year.
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You’ll be taken to a new page. Fill in the Name field by choosing a name for your Holiday (e.g., Holidays 2023). Then click Add holiday.
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Once you add your Holiday, you will see another Name field populate. Since you don't have to create separate Holiday sets for each Holiday you'd like to observe, you can add all of your Holidays under one set. In our example, we'll be adding Thanksgiving and Christmas to our holiday set.
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Now you can select the date and time range you wish to apply your Holiday Hours to by filling out the From / To Dates and From / To Times to the right
Note that if you are closed for one day, your From and To dates will be the same. For example, if you are closed only on Christmas Day, From and To will both be 12/24.
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Once you are finished, click Save in the bottom right hand corner.
You can add more Holidays by clicking Add at any time. If you are no longer using a particular Holiday Set, you can edit or delete it by clicking on the 3-dot menu icon on the right-hand side of the Holidays menu page.
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Once your Holiday set has been created, you'll need to go back to your Business Hours set, and select the Holiday set you just created from the Holidays drop down list.
Using a Holiday Set in a Script Greeting
Once your Holiday Set has been created, we can incorporate it into your script. In this section, we'll show you how to temporarily alter the language in your script's Greeting step without having to change the language you already have programed. Doing this will allow your script to use the Holiday language during the designated times and automatically revert back to normal once your Holiday is over!
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With SAS Flex, go to the Builder icon on the left-hand navigation panel and select Scripts.
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From the Scripts page, select the script you would like to update.
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On the next page, locate your Greeting step within your script workflow. To open the script block, click on the highlighted greeting field as shown below. If your script is using a Greeting Compound block instead, the highlighted field will say greeting_compound.
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Once your Greeting block has been opened, change the Greeting type from All day greeting to Business and after hours greeting. This will allow you to input different text based on business hours or after hours.
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Next choose your Business Hours set from the Business Hours drop down. Remember, the Holiday set you created and attached to your Business Hours set will automatically apply here.
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After your Business Hours set has been chosen, you'll need to enter the applicable text for Business Hours and After Hours.
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To add specific language to be used during holidays or lunch hours instead of the after hours greeting, use the toggles under the Additional greetings section and type in the applicable greeting text.
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When you are finished editing your Greeting block, click Save.
Using a Holiday Set in a Script Closing
Once your Holiday Set has been created, we can incorporate it into your script. In this section, we'll show you how to temporarily alter the language in your script's Closing step without having to change the language you already have programed. Doing this will allow your script to use the Holiday language during the designated times and automatically revert back to normal once your Holiday is over!
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With SAS Flex, go to the Builder icon on the left-hand navigation panel and select Scripts.
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From the Scripts page, select the script you would like to update.
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On the next page, locate your Closing step within your script workflow. To open the script block, click on the highlighted closing field as shown below. If your script is using a Closing Collector block instead, the highlighted field will say closing_collector. Depending on how many different paths your script has, you may need to repeat this process.
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Once your Closing block has been opened, change the Closing type from All day closing to Separate business and after hours closing. This will allow you to input different text based on business hours or after hours.
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Next choose your Business Hours set from the Business Hours drop down. Remember, the Holiday set you created and attached to your Business Hours set will automatically apply here.
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After your Business Hours set has been chosen, you'll need to enter the applicable text for Business Hours and After Hours.
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To add specific language to be used during holidays or lunch hours instead of the after hours closing, use the toggles under the Additional closing section and type in the applicable closing text.
If you are using a Reach or Cold Transfer block as your closing, you will not be able to activate a Holiday closing. However, you can still utilize the After Hours closing.
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When you are finished editing your Closing block, click Save.
