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:

How to Access the Options Menu

1
Select the Script Builder icon on the left-hand navigation menu. Then select the script you wish to update.

2
At the top right side of your screen, click the gear icon to open the Options menu.

3
Once opened, you will see the following options listed. We'll go over all options below.

Message Ticket 

The Message Ticket 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.

1
Within the Options menu, select Message Ticket. By default, Use the closest script option will be selected, indicating that no shortcut has been enabled.

2

To enable the Message Ticket shortcut, select the Add a Take a message shortcut option. Then choose the script section you want to utilize as the Message Ticket. In our example, we'll select our All Other Calls section from the drop down.

When you are finished, click the Save Message Ticket options at the bottom of your page.

3
Once added, the Message Ticket option will appear on the left-hand side of the screen 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

Non-Message Calls 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.

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

2
Under the Profiles section, select the Profile(s) where you want Non-Message calls to be sent. Then click Save Non-message call options.

Pinned Section

Pinned Sections allow you to add a shortcut to a specific closing section of your script. Once activated, agents 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. Using pinned sections would be best used in tandem with a Reach or a Cold Transfer schedule so urgent matters can be dispatched as quickly as possible. 

Currently, Pinned Sections can only be attached to a Closing section. If no suitable Closing section exists in the script, one must be created.

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

2
To add a shortcut, click the Add call shortcut button. Then, from the choose the closing section you would like to pin for the agents to easily access from the drop down menu. In our example, we chose our Emergency section. 

3
When you are finished updating, click Save Pinned section options at the bottom of your page.
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 & People

The Wiki & People 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.

1
From within the Options menu, click on Wiki & People to edit. Under the Company facts section, click Add company fact.

2
Add in your company name, phonetic spelling (if needed), and a short description of your business.

3
Next, under the Key People section, click Add person to begin adding key staff members.

4
Enter in the staff member's name, a phonetic spelling (if needed), and their role. To add more staff members, click Add person.

5
When you are finished editing, click Save Wiki options at the bottom of your page.
6
Once added, the Wiki section will appear on the left-side panel during a live call. 

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

FAQs

FAQs, or Frequently Asked Questions, allow agents to answer commonly asked questions about your business. Once FAQs have been created, you can attach them to your script.

1
From within the Options menu, click FAQs to edit. You'll see a list of FAQ categories that have already been created. If you need to create more, click the Create new FAQ button.

2
Use the toggles to enable which FAQs you want agents to have access to. When you are finished, click

3
Once added, the FAQs will appear under the FAQ tab during a live call.

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


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 / Quick FAQ option as well so that agents can reference them more easily. 

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

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 Save quick reference options at the bottom of your page.
5
Once added, the Quick FAQs 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.

Business Profile

The Business Profile 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. 

1
From within the Options menu, click Business profile. 

2
Toggle on Show business profile during calls, then select your Google Maps configuration from the dropdown. When you are finished, click Save business profile options.

3
Once added, the Location tab 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

Once set, the Business Hours feature will allow agents to easily see if your business is currently open or closed.

1
From within the Options menu, click Business Hours. 

2
Toggle on Show business hours during calls and choose the business hours you want to display. Then click Save business hours options. 

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

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." 

1
From within the Options menu, click Call Handling.

2
Under the What role should receptionists use dropdown, select the type of service you'd like our agents to provide to your callers. 

3
Under the What is the main goal of the call dropdown, select the objective you'd like agents to follow.

4
Under the How should receptionists sound section, select how you'd like agents to sound.

5
Under the Industry and Type of business dropdowns, select the industry and type of business that most matches your needs.

7
When you are finished editing, click Save call handling options at the bottom of your page.
8
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

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.

1
From within the Options menu, click Internal Transfers.

2
Use the the applicable toggles to enable internal transfers.

3
When you are finished editing, click Save internal transfers options at the bottom of your page.
4
Once added, any available transfer numbers will display under the agent's call widget.

Staff Directory

The Staff Directory option allows users to program specific person transfers or specific person message taking without having to build a Specific Person path within the script.  

1
Within the Options menu, select Staff Directory.

2
Next, click Add person. A panel will expand where you can begin adding information. Note that users can add up to 5 staff members in the Directory. 

3
First, enter in the staff member's name and title. Then, let the system know what you want it to do:

Take Message

If this option is chosen, agents will take a message for the specific person the caller has asked to speak with. You will need to choose a Closing section to associate this message with. You can either choose one that has already been created from the drop down list, or you can create a new Closing section by clicking Edit. 

Transfer callers

If this option is chosen, agents will cold transfer calls to the specific person the caller has asked to speak with. You will need to choose a Profile and a number in which to cold transfer calls to. If the recipient is not available, callers will be able to leave a voicemail for a return call, if the user has voicemail configured on their side. 

Take message before transfer

If this option is chosen, agents will take a message for the specific person the caller has asked to speak with, and then cold transfer the call to that person. If the recipient is not available, callers will be able to leave a voicemail for a return call, if the user has voicemail configured on their side. You will need to choose a Cold Transfer section to associate this message with. You can either choose one that has already been created from the drop down list, or you can create a new Cold Transfer section by clicking Edit. 

Note that the Hold My Calls feature will not work with any transfer option within the Staff Directory since the Hold My Calls feature is only applicable for Warm Transfers.

4
When you are finished editing, click Save staff directory at the bottom of your page.
5
Once added, the Staff Directory will be visible on the left hand side of the agent's view. You can view this in Preview mode.

You can also choose to add a link to the Staff Directory in the Greeting itself.

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. 

1
Within the Options menu, select Apply a Template. 

2
Select which template you'd like to use. Each option includes an overview of the call handling, as well as an estimate of how long those calls may take and if there are any transfers included. Keep in mind that you will be able to customize any template you choose. 

3
After choosing a template, it will then appear on your page. If you do not wish to make any updates to the template, click Publish live script.

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

You can also click the blue highlighted block names within any section to edit a specific block. In the example below, clicking the highlighted  last_name block would open the Name block, where you can adjust text 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. 

Enable or Disable Joy AI

Joy is SAS's AI answering service system that works in tandem with our live operators. You can easily enable or disable Joy AI from the Options menu.

1
Within the Options menu, under the Joy AI section, select Turn On/Off. Then, click Turn ON Joy AI.

2
Once Joy AI is enabled, you will have access to additional settings. These settings include changing the language spoken by Joy, and choosing to turn on live-agent callbacks.

3
When you are finished making updates, click Save Joy settings in the bottom right-hand corner.
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