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.

Script Block Features

From Greeting blocks to data collecting blocks like Name, Number and Email, all script blocks serve a purpose. However, not all script blocks will include all the same features. In this section we'll look at some various features you'll find within script blocks, and how to use them.

Here is an example of a Phone Number block. Within the Receptionist speech text box, you'll see some formatting options to customize your text. Use the bullet tools to create lists, or use the hashtag (#) icon to insert various collectors, or variables, into your script.

Below the Receptionist speech box, you'll also see some check boxes which can be enabled based on your needs. We'll go over what each check box means below.

Require an answer

If this option is checked, the agents will not be able to move forward in the script unless data is entered into this field.

Verify the answer

If this option is checked, agents will have to click a button to confirm they've verified the information before progressing forward in the script.

The Verify option is only available in the Full Name, Phone Number and Email script blocks. On Email blocks, Verify will be turned on by default.

Never verify the answer

If this option is checked, agents will see an icon which alerts them not to verify the information. Additionally, if this option is checked, Verify the answer will become grayed out. Users may want to check this option to help cut down on call lengths, as verifying information can make calls last longer.

Emphasize this block

If this option is checked, a unique wrapper will be applied to the block to indicate to agents that this field is important.

Read precisely as written

If this option is checked, agents will be instructed to read the text to callers exactly as it is written. Operators are accustomed to using the script as a guide and may not always read every question verbatim. If you'd like them to read your script word for word, enabling this feature will help.

Disable Caller ID pre-populate

If this option is checked, the caller's Caller ID will not pre-populate for agents. This feature is only available in the Phone Number block.

Add note

If this option is checked, you can add text for the operators. Notes are internal memos that can be associated with a block. Note content is never read to callers.

Changing the Language

In each script block, users are able to change the language from English to Spanish using the Language drop down in the upper right-hand corner of the script block. Each block will have to be manually changed from English to Spanish.

If you are changing a script from English to Spanish, please reach out to our Customer Support team to ensure calls are on the proper bilingual distribution.

Creating a New Script Block

Within SAS Flex, go to the Builder icon on the left-side menu. Then select Blocks.

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.

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

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.

Under the Options tab, you can choose to activate the Restrict Content feature.

When you are finished, click Save in the lower right-hand corner.

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.

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

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.

Under the Custom blocks library, scroll down to your Unassigned blocks to grab the new block you'd like to add.

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.

When you are finished, click Save in the bottom right-hand corner.

Editing Existing Script Blocks

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

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.

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.

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.

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

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.

Once the section populates, locate the block(s) you wish to remove. Then, click Remove.

When you are finished, click Save in the bottom right-hand corner.