Configuring a Reach Block

A Reach block is a type of scripting block used as a way to close out a script and initiate a Reach to your on-call staff. After the caller is disconnected and the call is saved, the system will automatically contact your on-call staff based on the Reach On-Call Schedule you've integrated. 

In this article we'll discuss:

Configuring a Reach Block

1
Within SAS Flex, go to the Builder icon on the left-side menu then select  Blocks.

2
From the Builder list, select the Reach block, and drag it over to the center of your screen. 

3
Under the Edit tab, choose a Closing Type. If you choose All day closing as your Closing Type, the Operator Text listed will stay the same 24/7. 

If you choose Business and after hours closing as your Closing Type, you'll need to select your Business Hours from the drop down, then fill in the Operator text for both Business Hours and After Hours closings. 

4
Next, move over to the Options tab to continue configuring your Reach block. First, choose your Reach Type from the drop down.

Choosing the Static option will ensure all messages that use this block have the same Outcome, are sent to the same Profile(s), and will utilize the same Reach schedule. 

NOTE: If you used either the Recording or Text to Speech option as your Reach Message, you may also want your on-call staff to receive a text in addition to the phone call.  To do this, you can select the  Send message to Profile option located beneath the Reach Schedule drop down. Selecting this option will send the message to the Profile of whichever staff members are on-call.

Choosing the  Dynamic option will allow you to configure additional variables, as outlined below:

  • Condition: Set your Condition based on how you want the system to choose to use one Reach schedule over another. For example, we want our Reach schedule to change based on if the customer is calling for Sales or Service, so we'll choose the Sales or Service collector we've already set up.
  • Comparison: Depending on the Condition you've set, you'll need to add your Comparisons accordingly. For example, since we want our Reach schedule to change based on if the customer is calling for Sales or Service, we'll need to add two Comparisons; one for Sales and one for Service. 
  • Outcome: Choose the applicable Outcome, or Call Result, based off the Comparison. Our two Outcomes will be Calling for Sales and Calling for Service
  • Profile: Choose the applicable Profile(s) where you want messages to go.
  • Schedule: Choose the applicable Reach schedule based off your conditions. 

5
When you are finished configuring your reach options, move over to the Field tab to name your block accordingly. 

6
When you are finished, click Save. 

Implementing a Reach Block into a Section

Once your Reach block has been created, it's time to add it to a Script Section. In this example, we'll be updating our All Calls section by replacing our current Closing Block with our new Reach Block. 

1
Within SAS Flex, click on the   Builder icon from the menu on the left. Then select   Sections.

2
Under the Section bank, locate your respective section and drag it out to the center of your screen. If you don't already have a Section created, follow these instructions. 

3
Now under the Block Bank, locate your newly created Reach script block under Unassigned Blocks, and drag it onto the section as your last step. If you previously created the section with a different Closing or ending block such as a Page Break, the Reach block will replace the existing ending block.

4
When you are finished, click  Save.
5
If you're editing a section that is already established in your script, you're all set! If not, you'll need to add your new section to your script, and link up all sections accordingly.
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