Configuring a Reach Block

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 show you how to configure a Reach script block.

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.

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.

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 Reach - Emergency.

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, 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 on-call 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.

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.

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.

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 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.

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.

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.

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.

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.