Updating Your Messages 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.

For instructions on how to view or edit Profiles via the SAS Flex mobile app, check out this article.

In this tutorial we'll walk you through:

What is a Profile
Adding a new Profile
Removing or Replacing a Profile
Configuring Contact Methods and Messages
Turn on message notifications for specific outcomes
Turning on notifications for calls that don't result in a message
HIPAA compliance limitations
Using the Hold my Calls Feature

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.

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. If you are setting up Profiles for on-call use only, and not message delivery, you do not have to choose an SMS or Email notification option.

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

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

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 Profile button will be in the right corner of the Profiles table.

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.

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

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

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.

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 Contact Methods and Messages

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. Emails from our system will be sent from notifications@sasdesk.com. Each profile can include a maximum of 5 emails to receive messages, and each Closing block allows you to select up to 10 Profiles to receive messages. If you need more than 10 members to receive notifications, you can create Profile Groups which would allow you to send notifications to up to 50 members.

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.

If the Default option is chosen, the DNIS variable will automatically push through. If you do not wish to receive that information, you'll want to select the Custom option instead.

Receive a text notification

If you select SMS, all messages will be texted to the phone numbers that you input. SMS messages will be sent from your SAS Forwarding Number. Each profile can include a maximum of 5 numbers to receive SMS messages, and each Closing block allows you to select up to 10 Profiles to receive messages. If you need more than 10 members to receive notifications, you can create Profile Groups which would allow you to send notifications to up to 50 members.

If you have a Toll Free Number with us, SMS messages may not always go through. Additionally, SAS will not send any texts that contain trigger words related to cannabis.

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.
Non-message alert: A preformatted text message which includes the non-message call classification, the agent comment, and the Caller ID.
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.

If either the Default option or the send all collected data options are chosen, the DNIS variable will automatically push through. If you do not wish to receive that information, you'll want to select the Custom option instead.

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.

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

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 General Messages, which means the emails or mobile phones within this Profile will receive all notifications related to General Messages.

If your script is using Closing Collectors, you will not be able to use the toggles. Instead, you'll need to update the message delivery within the Closing Collector block itself. You can pull up the specific Closing Collector block by clicking the Open button as shown in the image below. Then, within the Options tab of the block, select your Profiles accordingly.

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.

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

For Non-Message calls, we'll want to create a separate Profile so we can customize the message accordingly. On the main Profile page, click Add Profile in the upper right-hand corner.

Under the Basic Details section, add an Alias for your Profile. We named ours Non-Message Calls.

Under the Contact Methods section, choose whether you want to receive SMS Messages and/or Emails for Non-Message Calls by using the toggles to activate.

If you choose to receive SMS Messages, you can add up to 5 cell phone numbers to receive texts. Additionally, if this option is chosen you'll want to select the Non-Message Alert type for message delivery. This option will send a text message that includes the Non-Message call classification (i.e., No Caller, Prank Call, etc.), the agent comment, and the Caller ID.

If you choose to receive Emails, you can add up to 5 email addresses to receive messages. If this option is chosen, you'll want to select the Customized Email type for message delivery and enter the following message: You have a {{non_message_call}} from {{caller_id}}.

Once your contact methods are configured, move over to the Notifications section to the far right, and scroll all the way to the bottom to the Non-Message Calls section. Then use the toggles to activate which script you want to receive Non-Message calls for.

When you are finished, click Save in the bottom right-hand corner.

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.

Using the Hold my Calls Feature

The Hold my Calls feature controls your warm transfer availability. If this feature is turned on, agents will not be able to transfer calls during the timeframe you've set. You may want transfers to be held for company meetings, early closures, or any other time you're too tied up to take calls!

To activate, scroll down to the Hold my Calls section and use the toggle to turn the feature on.

This feature requires the Profile to be associated with either a Warm Transfer or Warm Transfer (Collector) block. If your Profile is not associated with a Warm Transfer block, you will see the below image:

Once the toggle has been turned on, you will need to choose when you want the system to hold your calls, and what message you'd like the operator to relay to your callers.

Indefinitely: If this option is chosen, we will hold all transfers until you deactivate the feature.
Hold my calls until: If this option is chosen, you'll need to set a specific date and time. Once the set date and time have expired, we will begin transferring calls again.

When you are done, click Save. Once a Profile has the Hold my Calls featured turned on, you will see the Hold button highlighted on the specific Profile as shown in the image below.

If the timeframe you've set has expired, the button will say Hold expired instead.

When agents attempt a warm transfer when Hold my Calls is activated, they will see the below message: