Building a Script with Business Hours and After Hours Call Handling
Whether you forward calls to SAS 24/7 or you just want to include some temporary holiday instructions, having the ability to automatically change your script depending on the day or time allows our agents to provide the most up-to-date information to your callers. For example, a plumber may want all messages that come in after hours to be sent to an on-call technician, whereas all messages that come in during business hours can be sent to their general mailbox.
In this article we'll discuss:
Before we begin, you'll need to create a business hours set. This will help tell the script what to do depending on the hours you've configured. If you want to
Using a Business Hours Set in your Greeting
Once you have created your Business Hours Set, you'll be able to add it into your script. This first option will allow us to tell the callers that the office is closed without changing the overall flow of the script. Essentially, we will let callers know the office is closed, but we will still handle calls as normal.
In your Greeting block, under the Edit tab, choose
Business and after hours greeting under the Greeting Type drop down. Then, from the Business Hours drop down, select the Business Hours Set you've created and fill in your Operator text accordingly.
Next, fill in the text for your After Hours greeting, which is what the agents will read to your callers after hours. You can also choose to activate a Lunch and/or Holiday greeting, as outlined below:
- Lunch Greeting: Once activated, the Lunch Greeting will show instead of your After Hours greeting on calls received during your Closed Between times.
- Holiday Greeting: Once activated, the Holiday Greeting will show instead of your After Hours greeting on calls received during any Holidays you’ve associated with your Business Hours.
Once you are finished configuring your Greeting block, click Save.
Creating a Workflow (Date Time) Block
We've already created the script sections that agents will follow if a call comes in during business hours or after hours. Now we need to create the script block that will tell the script when to switch.
Click on the
Builder icon on the left-hand navigation panel, and select
From the Blocks list under Builder, scroll down and select the
Workflow (Date Time) block.
Left click and drag the block over to the center of the screen to drop it into the block builder.
Options tab, select your Business Hours set from the dropdown list.
If you want to change your script based on specific date(s), specific time(s) or specific dates and times, select the applicable option as shown in the picture below. Then add your dates and/or times accordingly.
Logic tab will show the system controlled function, which does not need to be edited. Move on to the
Field tab, where you'll need to name your block. We named ours
Business Hours vs. After Hours.
When you are finished creating your block, click
Save in the upper right-hand corner.
Creating a new Section for your Workflow (Date Time) block
Once your Workflow (Date Time) block has been created, we need to add it to its own script section.
Click on the
Builder icon on the left-hand navigation panel and select
Under the Block Bank, scroll down to
Left click and drag the block over to the center of the screen to drop it into the section builder.
Name your section, select a color from the dropdown list (optional), and click
NOTE: In order to link up your current script paths to your new section, you'll need to edit your current script sections to
add Page Breaks or
Adding the New Section into the Script Workflow
Once your script block has been added to a new script section, it's time to incorporate the new section in your script.
Go to the
Builder icon on the left navigation panel, and select
Scripts. If you already have an established script, select it. In our tutorial, we will choose
Once you've accessed your script, you will be taken to your workflow. Again, if you already have an established script, yours will look a bit different.
Drag over the
Main Greeting from Inactive Sections to begin the workflow. If you are adding to an already existing script, simply drag over your newly created section anywhere on the grid.
Next, drag over the
BH vs. AH section, placing it near the
Link up the Greeting section to the BH vs. AH section, as shown below:
Drag over the
After Hours and
Business Hours sections, placing them near the
BH vs. AH section.
Business Hours and
After Hours sections to the
BH vs. AH section, as shown below:
NOTE: Once a script section is fully linked, the "caution triangle" icon will disappear.
After you've finished editing your script, don't forget to
Save your work!
If you have any scripting errors, the alert bell next to the Save button will display a red number indicating how many errors there are. Clicking on the bell will open up a window explaining the errors and how to fix them.