How to configure the SAS Flex SMS App

The SAS SMS App is a great way to send SMS messages to your customers following a call. This can be especially useful when it comes to providing product and pricing information, sending new customer welcome messages, texting frequently asked questions, and more.

If you have a Toll Free Number with SAS, SMS messages may not always go through.

Before we get started...

In order to use the SAS SMS app, your script will need to include a Phone Number block, as this tells the app where to send the SMS messages. For more information on configuring script blocks, check out this article.

Within the Phone Number script block, you can choose to activate various number options (Main Number, Cell Number, etc.). Depending on which options are activated and which fields agents enter information in, messages may send differently via the SMS app. For example:

Main Number OR Cell Number: If either of these options are activated and an agent enters data into either field, the SMS app will send the message to the respective number (i.e, if Main is activated and entered, the message will go to that number. If Cell is activated and entered, the message will go to that number instead).
Main Number AND Cell Number: If both of these options are activated and an agent enters data into both fields, the SMS app will send the message to the Cell Number.
Neither: If neither the Main or Cell Number options are activated, the SMS app will attempt to send the message to the Caller ID. Note that if the caller ID is a landline, the message will not send.

Our SMS text message architecture does not meet the requirements for HIPAA compliance. If you are texting, to stay compliant, YOU MUST warn the patient about the risks of unauthorized disclosure AND obtain patient consent to communicate by text.

How to configure the SAS SMS app

Within SAS Flex, click the Integrations icon from the left navigation panel.

On the next screen, click Install next to the SAS SMS app icon.

Once on the app screen, click the Add Configuration button as shown below.

First we'll need to fill out the fields outlined below.

Name: Name your template something that helps you tell it apart from any others that you may decide to add. For example, we named ours “New Customer Welcome Text."
Description: This is a simple description that explains what the template is being used for.

Now you can create your template by entering text in the SMS Message text box. If you'd like to include script variables in your SMS template, you can find them using the Select field dropdown. The Copy merge field box will populate the correct format, which you can copy and paste into your template!

There is a limit of 1,000 characters within the text box.

When you are finished, click Save in the bottom left-hand corner.

How to integrate your SMS template into your script

Once the app is configured, you'll need to integrate it into your script.

In the Closing script block of your choosing, go to the Options tab.

Use the SMS Template toggle. Then, from the dropdown list, select your template.

When you are done, click Save in the bottom right-hand corner.

Once your SMS app has been created and integrated, don't forget to go to your Number Settings to turn on email notifications of new SMS messages.

If you were simply editing a script block that was already added to a script, you’re all set! If not, you’ll need to create the rest of your script blocks (if applicable), your script sections, and your script. Check out these articles for instructions: