Getting Started with the SAS Flex Call Script Builder

A script is what our CSRs use to handle your calls according to your specific business needs, and the Call Script Builder is the system we use to build or create your script. The Call Script Builder has several components, which we will look at below. 

Accessing the Call Script Builder

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Within SAS Flex, click on the Builder icon from the menu on the left. 

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From there, you will see a dropdown with 5 options listed. All of these options work together to comprise your Call Script Builder. In this tutorial, we’ll take a look at each one and explain how they all work together to form your script.

Components of the Call Script Builder

The components below all work together to create a functioning call script. However, depending on your needs, IVR is not required.

Script Blocks

Script blocks are the building blocks to your script. They include the information that our CSRs gather from your callers. 

Some standard script blocks include:
  • Full Name – This script block gathers the caller’s name.
  • Phone Number – This script block gathers the caller’s phone number.
  • Email – This script block gathers the caller’s email address.
  • Ticket Message – This script block gathers the caller’s message.

Script blocks can also function behind-the-scenes within your script and may not necessarily gather any information from your callers. For example, Workflow (Date Time) is a script block that can automatically change your script depending on the time and/or date. This script block is most commonly used to create temporary holiday call handling.

For more information, check out this article on script blocks and their functions.

Script Sections

After creating your script blocks, the next step is to organize them into sections. Script sections are essentially the various paths our CSRs can follow depending on the caller’s query. For example, an HVAC company may have a path for appointment scheduling, and a path for all other calls.

You can set up your workflow with as many sections as you need. But keep in mind that the more sections you have, the more time it will take the operators to decide which route to take. That may result in mishandled calls and longer call length. As a rule of thumb, we suggest having no more than 5 sections within your script to help keep customer interactions streamlined.

For more information, check out this article on creating script sections.

Scripts

This section is where you’ll find your script(s). In this section you can add a new script or view/edit an existing script. To add a new script, click Add in the upper right corner. To view or edit an existing script, click the 3-dot menu icon next to the script you wish to view, and select Workflow.

 

If you'd like to make updates to your script but don't feel comfortable just yet, we encourage you to make a Copy of your script, then add the updates you want implemented in the copy first. Simply select Copy from the same 3-dot menu icon mentioned above. 

NOTE: If you make a Copy of your script, any FAQs or advanced Options that are configured in your current script will not copy over.

In the Call Script Builder, building your script is essentially like putting together a puzzle. Drag out your sections, and connect them to create a completed circuit that the CSRs can follow. 

For more information, check out this article on how to build your script.

IVRs

Interactive Voice Response, or IVR for short, is an automated system that many businesses use to help direct calls and cut down on operator talk time. For example, a doctor’s office might have an IVR set up for patients to press 1 if they are having an emergency, 2 if they want to schedule an appointment, or 3 if they’re having a billing issue. Within your SAS portal, you can create your own IVRs and attach them right to your SAS number in just a few easy steps.

 

Creating an IVR is not mandatory when creating your script.

IVR Blocks

Just like your script has scripting blocks, an IVR has blocks as well, which are used to build and customize your automated system. 

All IVRs start with a greeting, and then can branch off into 1 or more options. Here are some standard IVR blocks:
  • Date/Time Routing: This option routes the call to a specific number or department depending on the date and/or time.
  • Employee Extension: This option routes the call to a specific employee extension.
  • Transfer to Number: This option routes the call to a different number.
  • Voicemail: This option routes the call to a voicemail box.
For more information, check out this article on how to create an IVR.
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