Customizing Callback Greetings

SAS Flex offers several different callback options that are designed to help capture more leads and increase customer retention. If you've activated any of our callback options within your portal, you can also choose to customize the language the agents will use when greeting callers during a callback.

Different Call Back Options

Press 1 Callback: When activated, Press 1 Callback will give your callers the option to press 1 to reserve their place in the queue. Upon callback, agents will say something along the lines of "Hello, I am calling you because you have requested a callback."
Queue Callback: When activated, Queue Callback will dial your callers back if they hang up while waiting for 30 seconds or longer while in the queue. Upon callback, agents will say something along the lines of "Hello, I’m calling you back because it looks like we just missed your call."
No Answer Callback: If callers don’t answer the first callback attempt, you can activate a Second Callback. Upon callback, agents will say something along the lines of "Hello, I’m calling you back because it looks like we just missed your call."
Form Callback: The SAS Flex Instant Callback app is a way to initiate instant callbacks to your customers after they've submitted a form on your website. Upon callback, agents will say something along the lines of "Hello, I’m calling you back because you just submitted a form on our website."

How to customize Callback Greetings

Within SAS Flex, go to the Builder icon on the left-side menu. Then select Scripts.

From the main Scripts page, select the script you would like to update.

On the next page, locate your Greeting block and click on the highlighted greeting field as shown below. Note that if your script is using the Greeting Compound block, the highlighted field will show greeting_compound instead.

Under the Receptionist tab, you'll see the text for your current greeting below the Receptionist speech section. To activate and customize your callback greeting(s), use the toggles next to the applicable greeting(s) and customize accordingly.

If you currently have a driving question in your regular greeting, you'll want to add that same driving question to your callback greeting(s) as well. For example:

After a callback greeting has been activated, users can also choose to activate a Voicemail message, which will give operators a different greeting to use should they reach a caller's voicemail upon the callback.

When you are finished editing your script block, click Save.