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Adding 24/7 Warm Transfers to Your Script

Adding a warm transfer option to your script is a perfect way to use a Specialty Answering Service agent as your personal virtual receptionist. The Call Script Builder makes creating a warm transfer easy.

This tutorial will describe how to build a step into your script so that we are attempting to transfer callers to you 24 hours a day. If we can't reach you, the tutorial also has the option for you to add a second person for our call center agents to try before completing the attempt. Keep in mind that for this tutorial, the location assigned to your path must have its business hours set as 24, or your "From" time as 12:00 AM and your "To" time as 11:59 PM. We'll be tackling this build in a few parts:
  • Adding the Warm Transfer Step: You'll be adding the Warm Transfer step to an existing script path.
  • Building the First Warm Transfer Option: With the Warm Transfer step built, you'll add the first staff member who will accept the transfer.
  • Building the Second Warm Transfer Option: A backup plan is always good. If we can't reach the first person, you'll add the option for a second.
If 24-hour warm transfers aren't the type of transfer you are looking for, please visit our transfer overview page for links to other types of call transfer tutorials, such as how to add cold transfers, or restrict transfers to business hours.
 

Adding the Warm Transfer Step


1. You'll need to navigate to the Call Script Builder so you can access your answering service script. Click on the Campaigns link from the left navigation. Next, click the Details icon next to the campaign you'd like to edit, and then click Edit your script in the upper right corner.

2. With your call script open, click the + sign next to the name of the path you would like to edit. Then, click on the step before the the step where you want to insert the Transfer option. In our example, we'll be adding the Warm Transfer option before the Closing step, so we'll click on the step called RegardingOther. You'll see the step details open on the right.

Regarding Step Details

3. At the bottom of the step details, you'll see the words Next Step followed by a drop down menu. Since we are inserting a new step, click on the (dash) symbol. It will be the first option in the menu.

Add New Script Step

4.  With the chosen, click the grey Save button in the lower left corner of the step details screen. The call path will repopulate on the left showing a red dot with the words New Step next to it. Click on New Step. Then from the Step drop down menu on the right, select the Warm Transfer option.

Choose a Warm Transfer Step

5. Click the Continue button. On the next screen, you'll need to complete the Warm Transfer variables:
  • Step Label: We're using WarmTransferRob as our step label since we'll be trying to transfer to Rob first.
  • Text: The text in the transfer step typically asks the caller to hold a moment, and also includes instructions for the operators on what to do if they reach voicemail. If you'd like, you can copy and paste this text and coding directly into your script: One moment please while I transfer you. May I place you on a brief hold?(L)(L)(R)CSR: If N/A, leave a message:(E) (G)Hello, this is SAS with a call for you from: [FirstName] [LastName], their number is: [PhoneNumber]. Thank you.(E)
  • Transfer Number: Here you can either type the transfer number in directly, or check the box Use location information for transfers. For information on how to assign this path and step to the proper location, visit the tutorial How to Assign a Call Path to a Specific Location. Then edit your location information by following this tutorial.
At this point, your screen should look like the one below:

New Step Completed Fields

6. To apply the change, click the grey Save button at the bottom left of the step details. Now take a look at the left side of your screen. Your script has reloaded and automatically inserted all of the elements you'll need to complete the patch. You should have options created for After Hours, Answered, and No Answer.
  • After Hours: With a 24-hour transfer, this option does not need to be programmed. Since the hours in the location assigned to this path are 24, the operator's script will never show this option. â€‹But don't delete it in case you want to use it later. NOTE: If you've set business hours in your Location, you will need to complete this path. Please see our transfer overview page and continue with a tutorial that routes calls based on business hours.
  • Answered: We'll create the action the operator should take if you answer the phone.
  • No Answer: If you don't answer, this is where we will insert the second Warm Transfer.
Added All Transfer Steps


Building the Second Warm Transfer Option


Now that we have our first warm transfer path built, we'll add an option for our second transfer. If you don't want to attempt a second transfer, skip to the last part.

1. Open the No Answer path and click on the New Step label. This will open the new step option on the right. Choose Warm Transfer again from the drop down menu followed by Continue, just as you did before.

Build Second Warm Transfer

2. With the Warm Transfer step to the right, complete the Step Label, Text, and Transfer Number variables as before:
  • Step Label: We're using WarmTransferKatie as our step label since we'll be trying to transfer to Katie second.
  • Text: You can use the default, "One moment please while I transfer you" text, but since this is the second transfer, something similar to, "Thank you for your patience. No one was available but I do have one more number to try. May I place you back on a brief hold?" may be more appropriate. If you'd like the operator to leave a message on your voicemail, insert this instruction as well: (L)(L)(R)CSR: If N/A, leave a message:(E) (G)Hello, this is SAS with a call for you from: [FirstName] [LastName], their number is: [PhoneNumber]. Thank you.(E)
  • Transfer Number: Here you can either type the transfer number in directly, or check the box Use location information for transfers. For information on how to assign this path and step to the proper location, visit the tutorial How to Assign a Call Path to a Specific Location. Then edit your location information by following this tutorial.
Your screen should look like the one below:

Save the Second Transfer


3. Click the Save button in the bottom left corner of the details pane and you'll see the left side reload again with the same options for After Hours, Answered, and No Answer.

Save the Second Transfer

4. If you expand all of the options within the path, you'll see that the WarmTransferKatie step has populated under all of the WarmTransferRob options. This needs to be changed. Click on the WarmTransferRob step, followed by the red View Options button in the lower left corner. Now we'll adjust the options to make sure that calls are only going to Katie if we can't reach Rob.

Warm Transfer Options

5. Click the Edit button to the far right of the After Hours line. The line will appear highlighted. Now, click the drop down box under Next Step and select the – step.

Replace Options with Blanks

6. Do the same for the Answered line, and your options menu should look like the one below:

Blank Options

7. You've updated the options, but you haven't applied your changes yet. Click the X in the upper right corner of the options menu to close it. Now back on the main screen, under the Warm Transfer text, click Save in the bottom left corner. Your path will repopulate, and you will see that After Hours and Answered are followed by a New Step and not WarmTransferKatie.

New Steps Shown After Save


Completing the Warm Transfer Options


With the warm transfer step added for our second transfer, we'll need to complete the build for our first transfer. NOTE: If you've elected not to apply a second transfer, you'll want to start here.

1. Under WarmTransferRob, click on New Step under Answered. This will bring up the step menu on the right. From the drop down menu, select Closing. Since you've answered the call, we want to close the call by telling you whom we have on the line, and giving you the option to take the call.

First Transfer Answered

2. Complete the Closing step by filling in the following:
  • Step Label: Since we're closing the call after a warm transfer, we'll name this ClosingWT
  • Text: We need to relay the call information to you. Copy and paste the following text to replace the existing Text: "Hi this is [OpName] from SAS, I have [FirstName] [LastName] on the line. Their phone number is [PhoneNumber].(L)(L) Please let me know when you are ready and I will transfer the caller."
  • Call Result: We want to know what happened when the operator closed the call, so we'll add the call result Warm Call Transferred
With the variables in place, you'll need to save your work. Click on the grey Save button in the bottom left corner of the step details.

Script for Answering The Transfer

3. Now we'll need to jump back to Katie's step and duplicate the same work we just did if she answers the call. Click on New Step under the WarmTransferKatie - Answered path, and populate it with identical variables.
  • Step Label: ClosingWT
  • Text: Hi this is [OpName] from SAS, I have [FirstName] [LastName] on the line. Their phone number is [PhoneNumber]. Please let me know when you are ready and I will transfer the caller.
  • Call Result: Warm Call Transferred
Second Transfer Script

4. When you're done adding the information, click the grey Save button in the lower left corner of the step details. Your path will repopulate, but it will assign the ClosingWT step you just created to all options under Katie. This needs to be changed.

Answering Service Closing Steps Populated

5. To correct this, click on WarmTransferKatie so that we can edit the options and remove the ClosingWT step from the After Hours and No Answer paths. Once the step details open, click on the red View Options link in the bottom left corner. Your options menu will look like the one below:

Edit the Answering Service Options

6. Click the small Edit icon to the far right of the After Hours line. The line will appear highlighted. Now, click the drop down box under Next Step and select the step. Click Update on the right, and the Next Step for After Hours will be blank. Now, repeat this process for No Answer, then close the pop-up by clicking the X in the upper right corner.

Now back on the main screen, under the Warm Transfer text, click Save in the bottom left corner. Your path will repopulate, and you will see that After Hours and No Answer under WarmTransferKatie are followed by a New Step and not ClosingWT.

Path Repopulated

7. If Katie can't answer the call, we'll need to let the caller know that no one was available. To do this, you'll build another Closing step. Click on New Step under No Answer and choose Closing from the Step drop down menu on the right.

No One Answers the Transfer

8. Complete this Closing with the variables below:
  • Step Label: Since we couldn't transfer the call, we'll name this ClosingWTNA. This stands for Warm Transfer No Answer.
  • Text: We need to let the customer know that no one was available. Replace the existing text with the following, or write your own closing: "Thank you for your patience, [FirstName]. I’m sorry, no one is available at the moment, 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: We want to know what happened when the operator closed the call, so we'll name this Warm Transfer - No Answer
After you click the grey Save button, your screen will look like the one below:

Complete Call Center Script

Congratulations! You've just programmed a Warm Transfer into your script and you added an option for a second transfer. Remember, the transfer you programmed is a 24/7 transfer. If you only want to transfer calls during business hours, check out some of our other transfer tutorials.

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