Using the Dynamic Note Feature in a Greeting (Compound) or Message Script Block
While handling your calls, agents will follow your script and input data based on the information that the caller provides. However, sometimes agents may choose one script path over another by mistake. With Dynamic Notes, you can add specific keywords that once entered by an agent will display the note to them. For example, if an agent takes the All Other Calls path instead of the Emergency path, you can add the word "emergency" as a keyword. Once the agent types the word "emergency", a note will appear for them to take the Emergency path instead. The keywords and notes can be fully customizable to your needs.
In this article we'll discuss:
NOTE: In this article we'll be showing you how to edit script blocks that have already been created. If you haven't yet created a Greeting (Compound) or a Message block, check out
this article for instructions.
Using the Dynamic Note feature within your Greeting (Compound) block
1
Within SAS Flex, go to the
Builder icon on the left-side menu. Then select
Scripts.
2
From the main Scripts page, select the script you would like to update.
3
On the next page, locate the
Greeting (Compound) block you would like to update and click on the highlighted
greeting_compound field as shown below.
4
Under the
Options tab, check the
Include Message Area box (if it isn't already checked), then check the
Dynamic note box to activate.
5
Begin adding your keywords and notes. In our example, we will add some keywords that an agent may type while taking calls for a plumber. In the Note section, we will add our applicable instruction.
6
Once you are finished customizing your dynamic note, click
Save. When an agent types in any of the above keywords, they'll see the following message:
Using the Dynamic Note feature within your Message block
1
Within SAS Flex, go to the
Builder icon on the left-side menu. Then select
Scripts.
2
From the main Scripts page, select the script you would like to update.
3
On the next page, locate the
Message block you would like to update and click on the highlighted
ticket_message field as shown below.
4
Under the
Options tab, toggle on
Dynamic note to activate.
5
Begin adding your keywords and notes. In our example, we will add some keywords that an agent may type while taking calls for a plumber. In the Note section, we will add our applicable instruction.
6
Once you are finished customizing your dynamic note, click Save. When an agent types in any of the above keywords, they'll see the following message:
