Configuring Different Closing Block Options

When building a script in SAS Flex, there are several options to choose from when deciding how to close out your script. In this article we'll go over the different types of Closing Block options and how to configure each of them.

In this article we'll discuss:

Closing Block Options
Configuring a Closing Block
Configuring a Closing (Collector) Block
Configuring a Cold Transfer Block
Configuring a Reach Block

Closing Block Options

Closing: In the Closing block, the CSR will say a short statement and disconnect the call. Closing blocks allow you to select the Call Result, or Outcome, which is how the call will be displayed in your call log. You can also choose to send where messages are sent after the call ends by selecting a Profile.
Closing (Collector): The Closing (Collector) block will automatically select a Profile, Outcome and a Cold Transfer endpoint (optional) at closing based on a prior collector value. For example, if you have a Specific Person logic option set up in your script, the Closing (Collector) block could be used to screen different collectors (name of specific person) to see if the variable entered matches your condition, which could change the end result of the script (sending a message vs. not sending a message).
Cold Transfer: Use this block to have agents transfer callers to a number on your side. There is no interaction between the CSR and the contact person. The caller’s information may or may not be gathered prior to the transfer. You can choose to transfer to a Profile number, transfer according to a cold transfer schedule, or manually type in a number to transfer calls to within the block itself.
Reach: This block is used at the end of a script workflow. 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.

Configuring a Closing Block

All-Day Closings

All-day closings will display the same closing text to agents no matter what day or time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Closing block.

Once the block populates on your screen, you'll see the Block Type along the top of the block, and a space to add a Block Label next to it. Block Labels will help us identify the block within the system later on. We named ours Closing - All Calls.

Under the Receptionist tab, we'll be using the All day closing option since we want the agents to use the same closing verbiage 24/7. If this option is chosen, standard text is pre-filled in the Operator Text. Feel free to customize this accordingly.

Under the Options tab, assign a Call Result to your Closing Block by choosing an Outcome. Then choose the Profile(s) you want messages to be sent to. You can select up to 10 Profiles per Closing Block.

NOTE: If you need more than 10 members to receive notifications, you can create Profile Groups which would allow you to send notifications to up to 50 members, since each Profile allows you to add up to 5 emails and/or numbers.

If you are utilizing the SAS Email App, the SAS SMS App, or one of our available App Integrations, toggle the appropriate option, then choose your respective template and/or configuration from the drop down.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.

Business and After-Hours Closings

Business and after-hours closings will display different closing text to agents depending on what day or time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Closing block.

Now under the Receptionist tab, select the Separate business and after hours closing option. Then choose your Business Hours set from the drop down.

Next, fill in the operator text under the Business Hours closing section. In our example, we’ll be letting the caller know that we're sending their information along for a return call.

In the After Hours closing section, we'll add similar text, but we'll also include language letting the caller know that their call will be returned on the next business day.

If you want the agents to say something different to callers when your office is closed for a holiday or during lunch, you can activate the Lunch closing and/or the Holiday closing and type in your respective text, as shown below.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Configuring a Closing (Collector) Block

In this section we'll discuss:

All-Day Closings
Business and After-Hours Closings

All-Day Closings

All-day closings will display the same closing text to agents no matter what time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Closing (Collector) block.

Next move over to the Options tab. If you are utilizing the SAS Email App, the SAS SMS App, or one of our available App Integrations, toggle the appropriate option, then choose your respective template and/or configuration from the drop down.

Now you'll need to configure your Conditions and Comparisons accordingly. Click Add new condition to begin adding conditions.

From the Condition drop down, select the SAS variable you'd like the system to look for. In our example, we'll use the Specific Person condition which is a custom collector we've already created.

Next, type in your Comparison. We'll be typing in the names of the people we have listed in our Specific Person logic block.

NOTE: What you enter in the Comparison field must be an exact match to what you have in the Logic Option you're pulling data from.

Next, choose your Outcome and Profile(s) accordingly.

Depending on your own setup, continue adding conditions and comparisons until you've completed your list.

NOTE: If you want any of the options to result in a Cold Transfer, add the transfer number in the appropriate Cold Transfer field.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.

Business and After-Hours Closings

Business and after-hours closings will display different closing text to agents depending on what day or time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Closing (Collector) block.

Now under the Receptionist tab, select the Separate business and after hours closing option. Then choose your Business Hours set from the drop down.

Next, fill in the operator text under the Business Hours closing section. In our example, we’ll be letting the caller know that we're sending their information along for a return call.

In the After Hours closing section, we'll add similar text, but we'll also include language letting the caller know that their call will be returned on the next business day.

Now you'll need to configure your Conditions and Comparisons accordingly. Click Add new condition to begin adding conditions.

From the Condition drop down, select the SAS variable you'd like the system to look for. In our example, we'll use the Specific Person condition which is a custom collector we've already created.

Next, type in your Comparison. We'll be typing in the names of the people we have listed in our Specific Person logic block.

NOTE: What you enter in the Comparison field must be an exact match to what you have in the Logic Option you're pulling data from.

Next, choose your Outcome and Profile(s) accordingly.

Depending on your own setup, continue adding conditions and comparisons until you've completed your list.

NOTE: If you want any of the options to result in a Cold Transfer, add the transfer number in the appropriate Cold Transfer field.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.

Configuring a Cold Transfer Block

In this section we'll discuss:

All-Day Closings
Business and After-Hours Closings

All-Day Closings

All-day closings will display the same closing text to agents no matter what day or time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Cold Transfer block.

Next, choose your Transfer option based on the choices below

Transfer to Profile number: If you select this option, you will also need to select the Profile in which you want the call to be transferred, as well as the number to transfer to. If you haven’t already, check out this article on how to edit a Profile.
Transfer according to Cold Transfer schedule: If you select this option, you will also need to select the on-call schedule you want to use. If you haven’t already, check out this article for instructions on how to set up an on-call schedule.
Transfer to number: If you select this option, you'll need to manually type in the number you want us to transfer to.

NOTE: With a Cold Transfer, we cannot transfer to any number with an extension.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.

Business and After-Hours Closings

Business and after-hours closings will display different closing text to agents depending on what day or time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Cold Transfer block.

Now under the Receptionist tab, select the Separate business and after hours closing option. Then choose your Business Hours set from the drop down.

Next, fill in the operator text under the Business Hours closing section. In our example, we'll be letting the caller know that we'll try to connect them.

In the After Hours closing section, we'll add similar text, but we'll also include language letting the caller know to leave a message if they reach voicemail and that their call will be returned when the office re-opens.

Next, choose your Transfer option based on the choices below

Transfer to Profile number: If you select this option, you will also need to select the Profile in which you want the call to be transferred, as well as the number to transfer to. If you haven’t already, check out this article on how to edit a Profile.
Transfer according to Cold Transfer schedule: If you select this option, you will also need to select the on-call schedule you want to use. If you haven’t already, check out this article for instructions on how to set up an on-call schedule.
Transfer to number: If you select this option, you'll need to manually type in the number you want us to transfer to.

NOTE: With a Cold Transfer, we cannot transfer to any number with an extension.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Configuring a Reach Block

In this section we'll discuss:

All-Day Closings
Business and After-Hours Closings

All-Day Closings

All-day closings will display the same closing text to agents no matter what day or time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Reach block.

Under the Options tab, choose your Reach Type, either Static or Dynamic.

Static Reach

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.

If you want your on-call staff to receive a text in addition to a phone call, 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 based on SMS or Email setup in each Profile. Messages are sent to all on-call recipients' Profiles simultaneously, prior to the start of the Reach.

NOTE: Toggle on this option only if you are using either the Recording or Text to Speech option as your Reach Message, as these are the only options that generate a phone call.

Dynamic Reach

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.

NOTE: Toggle on this option only if you are using either the Recording or Text to Speech option as your Reach Message, as these are the only options that generate a phone call.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.

Business and After-Hours Closings

Business and after-hours closings will display different closing text to agents depending on what day or time a customer calls in.

Click on the Builder icon from the left-side navigation panel. Then select Blocks.

From the Block Templates list, find and select the Reach block.

Now under the Receptionist tab, select the Separate business and after hours closing option. Then choose your Business Hours set from the drop down.

Next, fill in the operator text under the Business Hours closing section. In our example, we'll be letting the caller know that we'll send their information along to an on-call member for a return call.

In the After Hours closing section, we'll add similar text, but we'll also include language letting the caller know that it's currently after hours so response times may be delayed.

Under the Options tab, choose your Reach Type, either Static or Dynamic.

Static Reach

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: Toggle on this option only if you are using either the Recording or Text to Speech option as your Reach Message, as these are the only options that generate a phone call.

Dynamic Reach

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.

NOTE: Toggle on this option only if you are using either the Recording or Text to Speech option as your Reach Message, as these are the only options that generate a phone call.

When you are finished, click Save. Once the block has been saved, it can be found under the Custom Blocks section of the Block Builder.

Once your Block has been created, you'll need to incorporate it into a Script Section. For more information on Script Sections, check out this article.