Customer Support Center

What is a Closing Step?

As you begin working within your script, you will become familiar with the different steps or field names in each path, and how they are used. At the end of every path, a Closing step is required. This is used to end the call with the caller, and is also necessary so that you can receive notification of each call.

Please note that if you forget to end a script path properly, you will see a red dot followed by a 'New Step' label.

New Step Red Alert

The Closing step typically contains basic text such as, “Okay, [FirstName], I will pass your message along and someone will be in touch with you soon. Thank you for calling!” It may result in a simple message ticket, it may end by transferring a call to a pre-programmed number, or it may include instructions for the operator to disconnect the call and reach out to your on-call staff.

To change a new step into a closing step, click on the 'New Step' link on the left side. Then select 'Closing' as the Step Type from the dropdown menu displayed in the 'New Step' box on the right.

NOTE: Do not select anything below the ************.

Closing Script Type

Once 'Closing' is selected, click 'Continue'. This will bring up a 3-part section containing default 'Closing' text, a blank area for 'Step Label' and a blank area for 'Call Result'.

Closing A Step

Complete the 'Step Label' and 'Call Result' inputs, and change the closing text to match your business. Then hit Save.

NOTE: The Step Label should be entered without spaces.

After you save, you'll notice the script label on the left will have changed to a Green Dot + Your Step Label Name like in the example below. At this point, you've successfully closed the script path.

Completed Closing Step

Here are a few examples of closing steps including options of what to add for step label, call result, and text to close the call:

MESSAGE TICKET

Action: Operator disconnects the call and you receive notification via the method you requested.
Step Label: MsgClosing
Text: I will pass your message along and someone will be in touch with you soon. Thank you for calling and have a nice day.
Call Result: Message Ticket

COLD TRANSFER

Action: Operator cold transfers the caller to a pre-programmed number. Call is disconnected, and you receive notification via the method you requested.
Step Label: ColdTransferClosing
Text: One moment please while I transfer you. May I place you on a brief hold?
Call Result: Cold Transfer – Jane Doe

WARM TRANSFER

Action: Operator warm transfers the caller to a pre-programmed number. Operator waits on the line. If no answer, or if you do not want the call, operator returns to the caller. Call is disconnected, and you receive notification via the method you requested.
Step Label: WarmTransferClosing
Text: One moment please while I transfer you. May I place you on a brief hold?
  • If you answer and want to take the call, caller is transferred.
    • [CSR: Hello, I am calling from SAS and I have a new lead on the line. Please let me know when you are ready and I can provide you with their information and transfer them.]
  • If you do not answer, or you answer and do not want to take the call, operator returns to caller.
    • I’m sorry, no one is available at the moment to take your call, but I will forward your information and someone will be in touch with you soon. Thank you for calling and have a nice day.
Call Result: Warm Transfer – Jane Doe or Warm Transfer – No Answer.

REACH ON CALL

Action: Operator disconnects the call and you receive notification via the method you requested. In addition, the operator is instructed to dial through your on-call list.
Step Label: ClosingROC
Text: Thank you for calling. I will reach out to the on-call staff and someone will be in touch with you soon.
Call Result: Reach On Call

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

Via phone at:
  • 1-866-688-8912
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