Getting Started with the SAS Flex 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.

In this article we'll discuss:

Accessing the Call Script Builder
Components of the Call Script Builder

Accessing the Call Script Builder

In SAS Flex, click on the Script Builder icon on the left-hand navigation panel.

On the next page, you will see tabs including Scripts, Section Libary and Block Library. 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 (required)
Script Sections (required)
Scripts (required)

Script Blocks

Script blocks are the building blocks to your script. They include the information that our CSRs gather from your callers. Within the Block Library tab, you'll see all script blocks that have been created. To create a new script block, click Add new block.

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 new script 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. Once you're satisfied with the updates made to your script copy, you can push it live by re-assigning the number from the live script to the copy.

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.