Adding warm transfers to your SAS Flex script workflow
Adding a warm transfer option to your script is a perfect way to use a Specialty Answering Service agent as your personal virtual receptionist. The Workflow Builder makes creating a warm transfer easy.
This tutorial will describe how to build a block into your script so that we are attempting to transfer callers to you 24 hours a day. We'll assume we already have a script created that gathers the caller's Name, Number, and what the call is Regarding. Let's add the Warm Transfer after the Regarding. We'll be tackling this in 3 parts:
- Creating the Warm Transfer block: You'll be adding the Warm Transfer block to an existing script section.
- Creating new Closing Blocks: Once you incorporate a Warm Transfer into your script, we'll need to adjust the closing options accordingly.
- Adding the Warm Transfer block to your Script: Once the block is created, we will need to add it into the appropriate script section, or path.
- Adjusting your Script Workflow: Once your script sections have been updated, we'll need to re-adjust your script workflow.
Creating the Warm Transfer Block
1. Within SAS Flex, click on the Builder icon from the left navigation menu and select Blocks.
2. Under the Builder dropdown list, locate the Warm Transfer block and drag it over to the designated box.
3. Operator text will auto populate in the text field under the Edit tab. You can edit this as you see fit.
4. Next, under the Options tab, you will need to decide where the transfer should go. There are two options; Transfer to Profile Number and Transfer according to warm transfer schedule. Both options are explained below.
- Transfer to Profile number: If you select this option, you will also need to select the Profile in which you want the call to be transferred, as well as the number to transfer to. If you haven’t already, check out this article on how to edit a Profile.
- Transfer according to warm transfer schedule: If you select this option, you will also need to select the on-call schedule you want to use. If you haven’t already, check out this article for instructions on how to set up an on-call schedule.
- Transfer to Number: If you select this option, you'll need to manually type in the number you want us to transfer to. You can also include an extension by entering the number in the following format: 8885322479x21
5. The Logic tab will show 4 pre-programmed options the operator can take depending on what happened on the call. These cannot be edited.
6. Under the Field tab, you will need to name your script block. If you already have a section you want this warm transfer block to fit into, you’ll want to make sure you label the block so it matches its fellow block members. For example, if the rest of your blocks are labeled “Name – Other, Number – Other”, etc., then you’ll want to follow that same pattern.
7. When you are done, click Save.
Creating New Closing Blocks
Once you have finished creating the Warm Transfer block, we'll need to re-configure the steps that follow this action. As we've shown above, the Warm Transfer block comes pre-programmed with the following logic options:
- Successfully Transferred Call
- Employee Refused the Transfer
- Caller Refused to be Transferred
- Unable to Transfer Caller
Each of these options needs to point to a subsequent block. You may want agents to continue gathering more information if they're unable to transfer. However, in this tutorial, we'll be ending the call with a Closing block after the Warm Transfer.
1. First we'll create our Closing block for calls that were successfully transferred. Click on the Builder icon from the left navigation menu and select Blocks.
2. Under the Builder drop down list, locate the Closing block and drag it over to the designated box.
3. Under the Edit tab, you'll see pre-programmed text. Since we've successfully transferred the call, agents will have no one left to talk to (sad). So, we can remove this text.
4. Under the Options tab, you can choose one of the Outcomes listed in the drop down, or you can create your own by using the text box to type in a new Outcome.
5. You can also choose to send the message to a specific Profile or Profiles.
6. Under the Field tab, we'll need to name our block. Again, you'll want to keep it consistent with the other block labels within this section.
7. Click Save.
8. Repeat the steps above to create your other Closing blocks for the remaining logic options. The only difference with these blocks will be the Operator Text, as well as how you name them. Check out our examples below.
Text to use for Employee Refused Transfer and Unable to Transfer:
Text to use for Caller Refused Transfer:
If you want to save some time, you don't need to create an extra Closing block for the Unable to Transfer Caller option. You can simply link up that option to the Employee Refused Transfer block, since they're essentially the same.
Adding the Warm Transfer Block to a Script Section
Once your Warm Transfer and subsequent script blocks have been created, we will need to add them to the appropriate script section.
1. Click on the Builder icon from the left navigation menu and select Sections.
2. Locate the script section you want to add the Warm Transfer block to and drag it over to the designated box.
3. Now, locate your newly created Warm Transfer block under Unassigned blocks drop down, and drag it over to add it to the section.
4. Once you place the block down, you can move it around by dragging and dropping accordingly.
5. You will notice that any Closing blocks you had included in your script section will automatically disappear. That is because the Warm Transfer block is a Logic Option and cannot be followed by a Closing in the same section. So, you'll need to create separate Closing sections based off of what happened during the transfer (Successfully transferred call, Employee refused the transfer, etc.)
6. When you are done, click Save.
Adjusting Your Script Workflow
Once you've finished updating/creating your Sections, it's time to re-adjust your script Workflow.
1. Click on the Builder icon from the left navigation menu and select Scripts.
2. Choose your Script to bring up the Workflow.
3. Within your Workflow, you should see your newly updated Script Section with 4 open circles at the end. The open circles mean the section is incomplete.
4. On the left side of your screen under Active Sections, locate your newly created Closing sections and drag them out.
5. Then, link up each circle to its appropriate Closing.
6. When you are done, click Save.