How to Edit Your Script

SAS allows you direct access to making changes in your live answering service script. By accessing the Call Script Builder through your SAS portal, you can add questions, change where messages are sent, add new paths, and more.

In this tutorial, we'll show you:

How to access the Call Script Builder
How to Edit Your script
Errors You May Encounter

Accessing the Call Script Builder

First, let's get you to the Call Script Builder:

1. From your SAS Desk portal, click on Scripts from the menu on the left. You will see your Active scripts listed.

2. Click on the script Name that you would like to edit. Then, click the blue Edit your script button in the top right corner of the screen. This will open the Call Script Builder in a new window.

3. In Edit your script mode, your screen will look similar to the picture below.

4. On the right-hand side of your screen, you'll see an Upload and Download option. It is strongly recommended that you download your script before making any updates. If you happen to make a mistake, you can simply Upload the original script and try again, or contact us for help!

5. Below the Upload and Download buttons, you'll see an outline, or a call tree, of your script. Click on the carrot icons to expand the script paths, which will list all of the script steps within. To move to a specific section in your script, use the search bar or simply click on the script step label you want to view and/or edit.

Editing Your Script

1. To edit the script opening or initial path options, click the gray Message icon next to the greeting.

2. Once open, your screen will look similar to the picture below.

3. If you want to add a new Path for operators to choose, click the blue + sign and fill in the required fields. In the blank field under the Text column, add your path name. In the blank field under Profile, choose the Profile that messages will be assigned to. In the blank field under Next, choose your Next Step.

Notice that each Next dropdown value is preceded by a number. This number is the unique identifier for a particular step, just as a Step Label is the unique identifier in the original software.

Script paths will not necessarily contain steps in sequential order unless they are built that way. As a rule of thumb, do not reuse existing steps, as paths using the same numbered steps will be linked. Editing one will automatically edit the other.

4. To Delete a path, simply delete the path name under the Text column and click the Checkmark.

5. To add a new path, click the blue + sign. Complete Text, Profile, and Next, and then click the Checkmark.

You can Delete and Add paths simultaneously before clicking the Checkmark.

To reorder paths, click the 6-dot icon, and drag the paths into the appropriate order. Tutorial images may not show the feature, but you will see this icon in any logic option lists.

Next contains 4 options:

Steps that are already created
New Input (new Variable)
New Logic (new Logic Option [enter options + location assignments], Web Pop, or Warm Transfer)
New Outcome (new Closing)

To create any new step, select the path that will contain the new entry, and click the Forward arrow.

6. Click the Message icon next to the New entry.

7. For New Input, select the Type of variable that you’d like to create, and then click the Checkmark.

Non-Standard Step Types

Text = Creates a new step type
- Note - will be displayed with 000-000-0000 field guide
- Text (with Phone Number validation) = Creates a new step where only a number can be entered

Text (with Numeric validation) = Creates a new step where only a number can be entered
Text (with Email validation) = Creates a new step where only an email address can be entered (use this step if you need to collect more than 1 email address)
Text (with Date validation) = Creates a new step where only a date can be entered in the following format: 01/01/2020 (be sure to include instructions for the CSR to indicate the proper format)

Textarea = Does not contain Validation dropdown for Phone, Email, etc. and provides a larger space for the operator to document call details
Select = Creates a dropdown list where only one option can be selected
Checkbox = Creates checkboxes where more than one option can be selected

Each new step will be assigned a unique numeric identifier. For pre-filled, standard variables, do not adjust the step Name, or the variables cannot be pulled into subsequent steps.

8. Enter the Text, adjust the Validation, if necessary, and select the Next step or new entry. Then, click the Checkmark.

Any field names in your script can be used later in your script as part of the conversation the call center operators have with your callers. For example, if we ask a caller for their first name, we can then insert the {{FirstName}} variable later in the script to personalize the conversation.

9. You’ll see the new step you created along with the next step you selected. If the next step is a New entry, follow the same process to continue building the path.

Each screen contains a maximum of 3 steps.

If you start to create a step but do not complete it, it will be displayed in the Next dropdown list with only a numeric identifier. Disregard blank steps, as they will not be saved once changes are published.

Address steps must be built as the Text input, following Address1, Address2, City, State, ZipCode format. You will be building 5 separate steps, and ZipCode must be built before City and State in order to auto populate.

Variables being pulled into subsequent script steps must be surrounded by multiple braces, not brackets. E.g., {{FirstName}} instead of [FirstName].

10. Add a New Outcome (aka Closing) step. Complete the Text and Outcome (aka Call Result), and click the Checkmark.

11. Once you have built out your new path, click Publish Changes on the right to save your changes. Note that if you close out the script editor without clicking Publish Changes, you will lose all updates.

Errors You May Encounter While Editing Your Script

1. If any of your script paths are incomplete, meaning there is no Outcome associated, you'll see a "Path Incomplete" error. In order to to complete your path, you'll need to close out your script paths with an Outcome step.

2. If any of your Next Steps are pointed to script steps that have already been used within that path, you'll see a "Circular Reference" error.

For example, if the first step in your script is 1:FirstName, and you choose that same option as one of your Next Steps later on in that path, you'll create a Circular Reference. In order to avoid this, you'll need to create or use New Steps instead of existing ones.

3. If any of your Next Steps are pointed to a step that repeats itself throughout the script more than 10 times, you'll see a Path Repetitive error.

To view the next steps, enter the Step ID into the search bar at the top of your script, which will allow you to see the subsequent steps after the step that is repeating.