Updating Where Your Messages Are Sent Using Profiles

Profile notifications can keep you up to date with what's happening in SAS Flex, even when you are not monitoring your calls! This article explains how Profiles work and how you can adjust Profile settings to make sure the right people are notified when a message comes in.

In this tutorial we'll walk you through:

What is a Profile

Specialty Answering Service Flex sends out email or SMS notifications to you when certain events take place on a script based on the association between your script and your Profile settings. These notifications are sent to the email addresses or mobile phone numbers listed in your Profiles. You can control the notifications you receive in your Profile settings based on what Profiles you associate with your script workflow. 

NOTE: If you plan on configuring an On-Call schedule within your Flex portal, you'll need to add your Staff members as individual Profiles first.

Receive a notification of calls that result in a message, and even those that don't, without having to log into SAS Flex for the details.

Adding a new Profile

1

Click on the Profiles icon on the left-hand navigation panel of SAS Flex.

2

If there are no Profiles added, you'll see a screen like the one shown below. Click the Add Profile button to create your first Profile. If you already have profiles, the Add button will be in the right corner of the Profiles table.

3

The Add Profile screen let's you to add transfer information, populate notification methods, and select which types of calls this Profile should be notified about. The available configurations on this page include:

  • Alias: This is the name of the Profile
  • Contact Numbers: Contact numbers are used for call transfers or on-call dispatching
  • Contact Methods: Email addresses or mobile phone numbers to receive messages
  • Notifications: What types of call outcomes you want this Profile to receive notifications about

Removing or Replacing a Profile

In the event a staff member leaves your company, you may need to remove them as a Profile or replace them with a different employee.

1

Within SAS Flex, go to the  Profiles tab on the left-hand navigation panel.

2

From the main Profile list, locate the Profile you wish to remove. Then click the 3-dot icon and choose  Delete.

3

If the Profile you are trying to delete is associated with an On-Call Schedule, On-Call Group, or any Script Block(s), an error window will appear which will tell you where those Profiles are currently linked to. Click on the hyperlink(s) to be taken to that area of the portal. You'll then need to remove the Profile(s) accordingly. Once removed, you'll be able to delete the Profile entirely. 

NOTE: If you'd rather replace an old employee with a new one, you can simply edit the applicable Profile with the new staff member's information.

Configuring where your messages are sent

Notifications can be in the form of an email, a text message, or both. You configure them all through the Profile.

On the Profile page, the Contact Methods section is where you determine how you'll be notified of messages.

Receive an email notification

If you select Email, all messages will be emailed to the addresses that you input (max of 5). Emails from our system will be sent from notifications@sasdesk.com.

After activating the Email toggle, you can choose between the the following options:

  • Use default email: The default Flex email template includes all data the agent collected during the call.
  • Use custom email: Customize the subject line and the body of the email template associated with this Profile.

Receive a text notification

If you select SMS, all messages will be texted to the phone numbers that you input (max of 5) . SMS messages will be sent from your SAS Forwarding Number. 

After activating the SMS toggle, you can choose between the following options:

  • Use default message: The default Flex SMS template sends the callers first and last name, phone number, and any message they may have left.
  • Send all collected data: Receive a text message with all data we collected during the call, as well as the Caller ID and the Outcome.
  • Customize your text message: Customize the text message template associated with this Profile.

Customizing your Texts and Emails

To make sure you are using the correct format for the script variables you want sent, 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.

Turn on message notifications for specific outcomes

When the notification method is added, you'll need to decide what type of calls you want to be notified about.

1

The Notifications section lists all Closing blocks that have been created across all scripts you've created in Flex.

2

To receive a notification for certain types of calls, or to stop receiving notifications, turn the switch off or on. For example, we'll turn notifications on for Existing Clients, which means the emails or mobile phones within this Profile will receive all notifications related to Existing Clients.

Turning on notifications for calls that don't result in a message

Sometimes, calls will come in that don't require agents to take a message, like wrong number calls or robocalls. With Flex, you can still receive a notification when these types of calls come through your line.

NOTE: All Non-Message Calls include: Account Owner Calling, Answered Question, Automated Call, Fax Machine, Information Only, Message Ticket, No Caller, Prank Call, Refused Message, Telemarketer, Test Call, and Wrong Number
1

The Non-Message Calls section will list all script workflows you've created in your Flex account.

2

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

HIPAA Compliance Limitations

If your account requires HIPAA compliance to safeguard patients' Protected Health Information (PHI), you may see the following warnings in your Profiles and throughout your SAS Flex portal, letting you know what is and is not considered HIPAA compliant. Here are a few examples:

  • PHI cannot be sent via SMS or Email, or via any SAS application.
  • Automated Reach On-Call messages cannot contain PHI. This includes SMS and Text-to-Speech reach messages.
  • Emails cannot be sent to the caller through any SAS application.
  • You cannot add a Voicemail option to your IVR.
  • Calls cannot be recorded.
  • You cannot call in for your messages.

If you know that your account is not currently HIPAA compliant, please contact our Support team to assist you in ensuring that all requirements are met. You can read more about HIPAA and SAS in this article.

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