Getting Started with Script Blocks
Script blocks allow you to select and customize the pieces of information SAS agents gather from your callers. You can consider them the foundation of your script, as each script section is comprised of its own script blocks. To get an overview of all the script blocks you can use within your SAS script, check out this article on script blocks and their functions.
In this article we'll discuss:
Creating a New Script Block
1
Within SAS Flex, go to the
Builder icon on the left-side menu. Then select
Blocks.
2
From the Builder list, choose the block you want to create, and drag it over to the white box at the center of your screen. In our tutorial, we will be using the
Phone Number block.
When you drag the new script block to the center of your screen, the white box will turn blue.
3
Under the
Edit tab, use the toggles to decide which pieces of information operators collect from your callers. Default text is built in, but feel free to personalize it.
NOTE: You can also choose to add a Note for the operators by clicking the
Add Note box. Notes are internal memos that can be associated with a block. Note content is never read to callers.
If you require specific information from the caller, check the Required box. If you'd like the agent to verify the information back to the caller, select the Verify box.
The Verify option is only available in the Full Name, Phone Number and Email script blocks.
To customize your text, use the tools shown below to change the format or color of your text. Use the bullet tools to create lists, or use the hashtag (#) icon to insert various collectors, or variables, into your script.
If you'd like to emphasize a block so that it stands out more for agents, check the Emphasize box. This will add a unique wrapper and indicate to agents that this field is important.
4
Under the
Options tab, you can choose to activate the
Restrict Content feature.
5
Under the
Field tab, you'll add a
Block Label. In our example, we are inputting this block into a section for callers who want to schedule an appointment, so we'll name our block
PhoneNumber - Schedule
Depending on where you plan on using your new block, be sure to name it accordingly so that you can easily identify it along with other blocks in the same section.
6
When you are finished, click
Save in the upper right corner.
7
If you have additional blocks left to create, repeat steps 2-4 until finished.
Note that some blocks will require you to create a
Collector before you can complete and save the block.
Adding New Blocks to a Script
Once you've created your new block, it's time to input it into the appropriate script section. If you haven't yet created script sections, check out this article for instructions.
1
Go to the Builder icon and select
Sections.
2
Under your Section bank, select the script section you wish to add your new block to, and drag it out to the center of your screen. In our tutorial, we will be editing the
Calling to Schedule section to include our new
PhoneNumber - Schedule block.
3
Under the Block bank, scroll down to your
Unassigned blocks to grab the new block you've just created.
4
Drag your new block over to your section, and drop it in the appropriate position. In our example, we placed our new block underneath the Name block. This means the operator will gather the caller's phone number after gathering their name.
When you drag the new script block over to the section you are editing, the existing blocks will move to make way for the new block. You can also drag and drop to rearrange the order of blocks within your section.
5
When you are finished, click
Save in the upper right corner.
Editing Script Blocks
1
Within SAS Flex, click on the
Builder icon from the left-hand navigation panel and select
Blocks.
2
Any script blocks you’ve already created will be listed under the
Block Bank dropdown and will be categorized as
Unassigned and
Assigned blocks.
Assigned blocks are currently being used in a S
ection.
3
Find the block you want to edit, and drag it out to the designated box on your screen.
In our example, we'll be editing the Name - Schedule block.
4
From there, edit the text and formatting, as necessary.
5
When you are finished, click
Save in the upper right corner.
Removing Script Blocks
If you no longer want operators to gather a specific piece of information from your callers, you can remove the block from your script.
1
Go to the
Builder icon from the main navigation panel and select
Sections.
2
Under your Section bank, select the script section you wish to edit, and drag it out to the center of your screen. In our tutorial, we will be removing the
Email - Schedule block from the
Calling to Schedule section.
3
Once the section populates, locate the block(s) you wish to remove. Then, click
Remove.
4
When you are finished, click
Save.
