Getting Started with the SAS Flex Script Builder

A call script is the step-by-step guide SAS agents follow when answering calls for your business. It tells agents what to say, what information to collect, and what to do next.

In SAS Flex, the Call Script Builder is where you create and organize those instructions. This overview explains the main parts of the builder and links you to the detailed instructions for each task.

Accessing the Call Script Builder

Select the Script Builder icon on the left-hand navigation menu.

On the next page, you will see tabs including Scripts, Sections and Blocks. 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.

Script Blocks
Script Sections
Scripts

Script Blocks

Script Blocks are the individual steps agents see, or the automatic rules that run behind the scenes. Common Blocks collect the caller’s name, phone number, email address, or message. Other Blocks can route a call based on the date, time, caller choice, or another condition. Within the Blocks tab, you'll see all Script Blocks that have been created. To create a new Script Block, click Add new block.

For a full breakdown, check out this article on Script Blocks and their functions.

Script Sections

Script Sections are a group of related Script Blocks for one type of call. For example, an HVAC company may have a Section for emergencies, and a Section for all other calls. After creating your Script Blocks, the next step is to organize them into Sections.

You can set up your workflow with as many Sections as you need. However, 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 completed call scripts. In this section you can add a new script or view/edit an existing script.

Use the Script Genius for a guided setup

The Script Genius asks questions about your business and creates a starter script that you can review and customize.

Build manually when you need full control

Create the Blocks you need, organize them into Sections, build the script, and connect the Sections in the workflow. The detailed articles linked above explain each part.

Make changes safely

For major changes to a script currently assigned to a SAS number, work in a copy first. This lets you review and test the new call flow without replacing the current script until you are ready.

Copy the current script to make changes
Preview the copy and test each important path.
When the copy is ready, assign the correct SAS number to it so it becomes the live script used for incoming calls.