Updating Where Your Messages Are Sent Using Profiles

Profiles are a feature within SAS Flex that allow you to add different staff members and customize how they receive messages from SAS. Messages can be sent via email and/or text. Once a Profile has been added, you can also decide which Profiles or staff members receive a message based on the type of call(s) that come in. For example, all messages taken from billing related calls can be sent to your billing Profile. In this article you will learn:

How to add Profiles

1
With SAS Flex, go to the Profiles tab on the left-hand navigation panel on your screen.

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Then, click the Add Profile button as shown below.

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Next, you’ll be taken to a new page where you can add the general contact information of the staff member you wish to add, as well as which notifications (if any) you want them to receive. These fields include:
  • Alias
  • Contact Numbers
  • Contact Methods
  • Notifications

How to update where your messages are sent

1
Once the general contact information is filled out, scroll down to the Contact Methods section to determine how your staff member(s) receive messages - via email and/or SMS..

If you select Email, all variables gathered within the call script will automatically be emailed to the address you enter. Click + add additional email to include more email addresses.

If you select SMS, only basic call data like name, number and email will be sent over. Click add additional cell phone to include more cell phone numbers.

If you wish to receive all of the data gathered, you can edit the template to customize which fields are included in the text messages. Simply uncheck the Use default message box in the lower left corner, and type your message. 

To make sure you are using the correct format for the script variables you want pushed through, find the field you wish to gather under the Select field dropdown. Once selected, it will populate in the correct format in the Copy merge field box. Copy and paste that format into your text box.
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When you are finished, click Save in the bottom left corner.

Turning on Message Notifications

Next, choose the type(s) of calls that the Profile will receive notification of. 

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Scroll down to the Notifications section. Here you will see all of the Closing blocks that have been created within your script. 

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Use the Toggles to turn notifications on or off accordingly. For example, we'll turn notifications on for Existing Clients, which means the contact(s) within this Profile will receive all notifications related to Existing Clients. 

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When you are finished, click  Save in the bottom left corner.

Turning on Notifications for Non-Message Calls

Sometimes, calls will come in that don't require agents to take a message, like wrong number or robocalls. However, you may still want to be notified when these types of calls come through.

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Scroll down to the Non-Message Calls section. Here you will see your SAS Script(s) listed.

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Use the Toggles to turn notifications of Non-Message Calls on or off for the specific Profile you're working on.

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When you are finished, click  Save in the bottom left corner.

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