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. 

Transfers incur a $0.10/minute fee starting from when the patch is connected to when the call is disconnected.

In this article we'll discuss:

If you are implementing a transfer in your script, it's a good idea to save your SAS forwarding number as a contact in your phone to ensure you don't miss any calls from our agents.

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 Block templates list, locate and select the Warm Transfer block.

3
Operator text will auto populate in the text field under the Receptionist tab. You can edit this as you see fit.
If you want to add a note for the agents, click the Add note check box and add your text accordingly.

4
Next, under the Options tab, you will need to decide where the transfer should go. There are three options; Transfer to Profile Number,  Transfer according to warm transfer schedule, and Transfer to Number. All 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 type in the name of the intended transfer party so the agents know who they are dialing.
If we're transferring to an extension, add the extension after the number in the following format: 8885324794x21

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.
After the Warm Transfer block is completed, we'll need to go back and create the subsequent blocks that will match up with the options listed below. 

6
Finally, 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 – All Calls, Number – All Calls”, 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  Builde r icon from the left navigation menu and select  Blocks.

2
Under the Block templates list, locate and select the  Closing block.

3
Under the Receptionist 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
Finally, 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 No Answer:

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 Employee Refused the Transfer option. You can simply link up that option to the Unable to Transfer block, since they're essentially the same.

Once all of your Closing blocks have been created, they'll need to be added to their own individual Closing Sections.

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  Scripts.

2
Select the script you would like to update. Then locate the script section you want to add the Warm Transfer block to and click the Gear icon to edit. In our example, we'll add the warm transfer to our All Calls section.

3
Scroll down to the existing Closing block and click Remove. 

4
Locate your newly created Warm Transfer block under  Custom blocks library, and drag it over to add it to the section. 

5
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
At the top left-hand side of your screen, click the + sign to Add Sections. Then 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. 
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