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 new Profiles
- How to update where your messages are sent
- How to turn on message notifications
- How to turn on message notifications for Non-Message Calls
How to add Profiles
- Contact Numbers
- Contact Methods
How to update where your messages are sent
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.
Turning on Message Notifications
Next, choose the type(s) of calls that the Profile will receive notification of.
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.