Customer Support Center

Important SAS programming short codes.

Throughout your script, you may see various short codes. Not all codes will appear in every script, but it is a good idea to familiarize yourself with the basics so that you will have a better understanding of programming language. Here are some of the codes you may see:

[CampaignName] = Business Name
In the live greeting, the operator may state the name of your business. For example, “Thank you for calling [CampaignName]. How may I help you today?” [CampaignName] is also listed in the live greeting step as a reminder for the operators, even if it is not included in the answer phrase.

CSR = Customer Service Representative
This precedes a specific instruction for the operator.

[OpName] = Operator’s Name
In the live greeting, the operator usually states their name. For example, “Thank you for calling, this is [OpName]. How may I help you today?”

N/A = No Answer
Used in Reach On Call and Warm Transfer instructions if you are not using the SAS on-call app. For example:
1. Call Diane Jones (7r19165551111\8545553123), n/a, l/m.
2. Call Jackie Ryan (7r19165557777\8545553123), n/a, l/m.

L/W = Leave Word
Used for HIPAA compliant accounts where Protected Health Information (PHI) cannot be left on voicemail. If a Warm Transfer is programmed into the account and voicemail is reached, the operator will leave a generic message such as, “Hello, this is [OpName] from SAS. You have a message waiting in your portal.”

L/M = Leave Message
Used in Reach On Call and Warm Transfer instructions in non-HIPAA compliant accounts. The operator will leave a message such as, “Hello, this is [OpName] from SAS. I have a call from [FirstName] [LastName]. Their number is [PhoneNumber]. Thank you.”

5Q = (5 Queue)
Used in Reach On Call instructions. The queue denotes the length of time in between each call the operators make to your staff. This can be any length of time that you specify, but is commonly 2, 5, 10, 15 or 20 minutes. If you do not want any time to lapse between Reach steps, there may also be No Queue.

(StartLink)(EndLink)
In your FAQs, you are able to add link web links for our operators to view. You would do this by adding the website link between the (StartLink) and (EndLink) tags.

Web Pop = Website Programming Step
This step programs a website/URL into the script for the operators to view. Operators may have this access for several reasons. For example, filling out a form such as a helpdesk ticket, registering a caller for an event, placing an order, scheduling an appointment using a specific calendar, or looking up information for the caller.

BH = Business Hours
This would be used in a script with a separate set of instructions for call handling during business hours vs. after hours. For example, during business hours, the operators may warm transfer a caller.

AH = After Hours
This would be used in a script with a separate set of instructions for call handling after hours vs. during business hours. For example, after hours, the operators may reach on-call personnel.

(R) = In the operators’ view, text following this will be in RED.
Different colored text is used to make something stand out for the operators, such as a specific instruction. (R)[CSR: If no answer, leave message. “Hello, this is [OpName] from SAS with a call from [FirstName] [LastName]. Their number is [PhoneNumber]. Thank you.”](E)

(G) = In the operators’ view, text following this will be in GREEN.
Different colored text might be used to highlight a difficult pronunciation. “I’m sorry, Mr. (G)(Van-Go)(E) Van Gogh is not available at the moment.”

(N) = In the operators’ view, text following this will be in NAVY.
Used to make something stand out in the script.

(M) = In the operators’ view, text following this will be in MAROON.
Used to make something stand out in the script.

(E) = Placed at the end of different colored text to end the color change.
As in the examples above, the (E) is placed at the end of the colored text. This will return the following text back to its original color, which is black type.

(L) = In the operators’ view, placed at the end of text, this will skip a line like a hard return.
For example, this may be used in the FAQs to separate information.
Main Number: 915-555-9876(L)
Fax Number: 915-555-3334

For assistance editing your script, feel free to contact our Customer Service department.

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