Configure Options in an SAS Flex Script Workflow

The Call Script Builder offers an array of advanced options so that call handling can be tailored to the needs of your business. For example, you may want the operators to provide directions to callers without having to go through your script, or you may want a specific part of your call handling to stand out to the agents. In this tutorial, you will learn about various options, including:

  • Message Ticket: This option will document very basic information, and would be used by the agent when a caller's query does not fit into any of the existing path options. These calls will be listed as Message Ticket in your web portal.
  • Non-Message Calls: This can be anything from an Information Only call to an Automated robo dialer to a Wrong Number. Within this option, you can choose the Profile where notifications for Non-Message calls get sent. 
  • Pinned Section: Use this feature to add a shortcut to a specific section of your script. Once activated, reps will be able to click the section name from the left side of their screen to automatically pull up the call handling of that particular section. 
  • Wiki: The Wiki feature allows you to add more information about your company, including your business's name and pronunciation, as well as any staff members callers may ask about, and their roles.  
  • Quick Reference: While SAS agents can access your FAQs at any time during a call, you can include some of your more common FAQs in the Quick Reference option, as well. 
  • Location, Phone & Hours: This option will allow SAS agents to provide directions to your callers using our Google Map app. You will need to configure the Google Maps app before you can implement this option into your script. 
  • Business Hours: Once set, the Business Hours feature will allow agents to easily see if your business is currently open or closed.
  • Call Handling: Personalize your script by adding a service type that lets agents know how to represent your business. For example, you may want them to act as your answering service, your scheduling team, or your after-hours emergency line. In the Call Handling section, you can also select what Mood you want the operators to portray from a dropdown list. For example, an IT company may want their agents to "Be Knowledgeable." 
  • Internal Transfers: If you have more than one number with SAS, you can use the Internal Transfers option to give agents the ability to transfer the call internally to one of your other numbers. For example, if a caller accidentally presses 1 for English when they meant to press 2 for Spanish, the agent will be able to transfer them to the correct line.
  • Apply a Template: If you don't feel like building your own script, no worries! You can apply a template instead. We have several template options, including Basic Message Taking, Emergency, Google Calendar, etc. 

How to Access the Options Menu

1
Within SAS Flex, go to the Builder icon on the left navigation panel and select Scripts. Then select the script you wish to work on. 

2
At the bottom left side of your screen, click to expand the Options menu.

3
Once expanded, you will see the following options listed.

Message Ticket 

1
Within the Options menu, select Message Ticket

2
Click the checkbox, then choose Message Ticket from the dropdown list.

3
Once added, the Message Ticket option will appear on the top banner during a live call. 

You can see a preview of this by clicking the  Preview button from within the script workflow page.

Non-Message Calls

1
From within the Options menu, click on Non-Message Calls to edit. 

2
Under the Profile dropdown, select the Profile(s) where you want Non-Message calls to be sent. Then click Apply.

3
When you are finished updating, click Done

Pinned Section

1
From within the Options menu, click on Pinned Section to edit. Then click Add

2
From the Section dropdown, choose the section you would like to pin for the agents to easily access. 

3
When you are finished updating, click Done

4
Once added, the Pinned Section, or Section Shortcut, will appear on the side panel during a live call. 

You can see a preview of this by clicking the  Preview button from within the script workflow page.

Wiki

1
From within the Options menu, click on  Wiki to edit. Then click Add

2
From the Type dropdown, select Company, Pronunciation, or Staff. 

3
After you've selected an option, fill in the applicable data in the text box. 

4
When you are finished editing, click Done

5
Once added, the Wiki section will appear on the side panel during a live call. 

You can see a preview of this by clicking the  Preview button from within the script workflow page.

Quick Reference

1
From within the Options menu, click Quick Reference to edit. Then click Add

2
From the FAQ dropdown, select the Frequently Asked Question you would like the agents to be able to see without having to scroll through all of your FAQs. 

3
Once you've selected an FAQ, add a shortcut for the operators. This is the text they'll be able to read and click on to bring them to the particular FAQ you've referenced. 

4
When you are finished editing, click Done

5
Once added, the Quick Reference section will appear on the side panel during a live call. 

You can see a preview of this by clicking the  Preview button from within the script workflow page.

Location, Phone & Hours

1
From within the Options menu, click Location, phone & hours

2
Select the Google Maps checkbox, and choose your Google Maps configuration from the dropdown. Then click Done

3
Once added, the Location, Phone & Hours option will appear on the top banner during a live call.

4
Agents will then be able to enter in the caller's address to provide directions, view your business hours, website address, and any other pertinent information you've configured within the Google Maps app. 

You can see a preview of this by clicking the  Preview button from within the script workflow page.

Business Hours

1
From within the Options menu, click Business Hours

2
Select the Business Hours checkbox, and choose the business hours you want to display. Then click Done

3
Once added, agents will be able to tell from a quick glance if your business is Open or Closed within their call widget. 

If you use the 24/7/365 business hours option, the call widget will not display Open or Closed, since the business hours do not change.

Call Handling

1
From within the Options menu, click Call Handling.

2
Under the Type dropdown, select the type of service you'd like our agents to provide to your callers. 

3
Under the Mood dropdown, select what type of mood you'd like the agents to display. 

4
Under the Industry dropdown, select your industry. 

5
Under the Industry Type dropdown, select the type that best describes your business. 

6
When you are finished editing, click Done. 

7
Once added, the  Call Handling section will appear below the top banner during a live call. 

You can see a preview of this by clicking the  Preview button from within the script workflow page.

Internal Transfers

1
From within the Options menu, click Internal Transfers.

2
From the Numbers dropdown, select the SAS number(s) you would like to have displayed in the call page for the agents to transfer to. Then click Apply

3
When you are finished editing, click Done. 

4
Once added, any available transfer numbers will display under the Transfer > Internal tab within the agent's call widget. 

Apply a Template

1
Within the Options menu, select Apply a Template

2
From the pop-up window, select which template you'd like to use. Each option includes an overview of the call handling. However, you will be able to customize any template you choose. 

3
When you have chosen a template, click Apply
4
Your template will then appear on your page. If you do not wish to make any updates, click Save.

5
If you'd like to customize the template, first click Save. Then, within the section you would like to update, click the 3-dot menu icon and select Edit Section.

You can also click the blue hyperlinked block names within any section to edit a specific block. In the example below, clicking the  (closing) hyperlink would open the Closing block, where you can adjust text, assign Profiles for message delivery, and more.

If you have made changes to the workflow but have not yet saved them, you may see this pop-up reminder.

For further instructions on how to edit script sections, check out this article

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