Using a Trigger Block

A trigger block executed before the answering service operator gets to the end of your workflow and saves the call. Trigger blocks enable you to perform actions throughout your script such as emailing or texting you a notification, emailing the caller, texting the caller, or sending data to your CRM or any other application you may use.

In this article we'll discuss:

How the Trigger block can be used

Check out some of the use cases below to help determine if using the Trigger block will work for you.

  • Using Multiple Integrations: With the SAS app integrations, users can only implement 1 integration per Closing block. The Trigger block would allow users to include more than 1 integration throughout a script path (for example, if they want data sent to both Salesforce and Help Scout).
  • Confirm Information: After an agent has documented the caller's information, the Trigger block can be used to send the caller a text via the SAS SMS App to confirm the information we gathered is correct before the call is saved.
  • Send Information: The Trigger block can be used to send information to the caller via the SAS Email App while they are still on the line with the agent. If the caller has any questions regarding the information, the agent can add those details to the message.
  • Alert Staff of Incoming Transfers / Reaches: If your script is set up to transfer or reach out to your staff, you may want to use the Trigger block to send them a notification via text and/or email prior to the attempted communication. This may help increase the number of completed transfers and reaches. However, this may only work if your transfer or reach schedules are static and don't change.

Creating a Trigger Block

Within SAS Flex, go to the  Builder icon on the left-side navigation panel. Then select Blocks.

From the Blocks list under  Block Templates, locate and select the  Trigger block.

You'll see the Block Type along the top of the block listed as Trigger, 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  Trigger - Confirm Info.

Now under the Options tab, you'll need to choose what happens when this block is triggered in a workflow. In our example, we want to send the caller a text using the SMS app to confirm we have the correct information before saving the call. However, you can configure your Trigger block according to your needs. 

When you are finished creating your block, click  Save.

In order to link up your current script paths to your new section, you'll need to edit your current script sections to add Page Breaks or Logic Options.

Adding Operator Instructions

Depending on how you choose to use a Trigger block, you may want to include instructions for the operators. In our example, we added a Statement block before our Page Break block that helps keep the operator in the loop of what's happening within the workflow.

Creating a New Section for your Trigger block

Once your Trigger block has been created, we need to add it to its own script section. 

Click the Builder icon on the left-hand navigation panel and select Sections.

Under the Custom blocks library, scroll down to  Unassigned Blocks in the Actions section and locate your newly created block. It will be listed as what we named it in the Block Label input as Trigger - Confirm Info.

Click and drag the block over to the center of the screen to drop it into the section builder.

Name your section, select a color (optional), and click  Save

Adding a Trigger block into your script

Once your script block has been added to a new script section, it's time to incorporate the new section into your script. 

Go to the  Builder icon on the left-hand navigation panel, and select  Scripts. Then select the script you wish to update. Click on the row to be taken to the script builder where you'll edit your workflow.

Once you've accessed your script, you will be taken to your workflow. In our example below, we have a section named All Other Calls which is incomplete, because our Next Page block isn't connected to another section. Here's where we'll add the new section that contains the trigger block we built.

Click the + sign in the upper left-hand corner to add a new section. From the Custom sections list, locate your Trigger section and place it next to your existing section. 

Connect your existing section to your new Trigger section. Then link up your Trigger section with the applicable next section. In our example, we'll connect it with our Closing section.

When you are finished, click Save. 
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