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 tutorial, we'll be:
- Using a Business Hours Set in your Greeting
- Creating a Workflow (Date Time) block
- Creating a new Section for the Workflow (Date Time) block
- Adding the new Section into the Script Workflow
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.
- 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.
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.
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.
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.
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.