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
Block Templates list, find and select the block you want to create. In our tutorial, we will be using the
Phone Number block.
3
Once the block populates on your screen, you'll see the Block Type along the top of the block, and a space to add a
Block Label next to it. Block Labels will help us identify the block within the system later on. We named ours
Phone Number - Schedule
4
Now under the
Receptionist 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 Require an answer box. If you'd like the agent to verify the information back to the caller, select the Verify the answer
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 this block box. This will add a unique wrapper and indicate to agents that this field is important.
If you don't want the caller's Caller ID to pre-populate, you can check the Disable Caller ID pre-populate box.
This option is only available within the Phone Number block.
5
Under the
Options tab, you can choose to activate the
Restrict Content feature.
6
When you are finished, click
Save in the lower right-hand corner.
7
If you have additional blocks left to create, repeat steps 2-6 until finished.
Note that some blocks will require you to create a
Collector before you can complete and save the block.
Understanding Script Alerts
While editing your script blocks, you may see some alerts pop up. Alerts will show on scripting blocks based on user text. For example:
A script block with more than 1 question mark will display the following alert:
A script block using excessive capital letters will display the following alert:
A script block with more than 120 characters will display the following alert:
A script block with more than 1 line break will display the following alert:
A script block using Logic Options without Tooltip Descriptions will display the following alert:
A script block with more than 4 Logic Options will display the following alert:
A script block using more than 3 red words or excessive formatting will display the following alert:
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
Within SAS Flex, click on the Builder icon from the menu on the left. Then select Scripts.
2
On the next page, click on the
Section Library tab to view all of your existing sections. In our tutorial, we will be editing the
Calling to Schedule section to include our new
PhoneNumber - Schedule block.
3
Under the
Custom blocks library, scroll down to your
Unassigned blocks to grab the new block you'd like to add.
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 bottom right-hand corner.
Editing Existing Script Blocks
1
Within SAS Flex, click on the Builder icon from the menu on the left. Then select Scripts.
2
On the next page, click on the
Block Library tab to view all of your existing blocks. In our example, we'll be editing the
Closing - AOC block.
3
Once you click on the block, it will pop-up on your screen. You can then edit it accordingly, including updating the language, adding notes, etc.
4
When you are finished, click Save in the bottom right-hand 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
Within SAS Flex, click on the Builder icon from the menu on the left. Then select Scripts.
2
On the next page, click on the
Section Library tab to view all of your existing sections. 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 in the bottom right-hand corner.
