How to change where your messages are being sent

The Specialty Answering Service portal allows you to change where notification messages are being sent. You can edit or add email addresses and text numbers. In this tutorial, we'll go over:

How to access Profiles
How to find and update where messages are being sent
How to change a transfer number in a Profile
HIPAA compliance limitations

Accessing Profiles

Click on the Profiles link from the left navigation menu.

Then, click on the Profile you want to edit to open the Profile information page. If you have multiple profiles on this page, you'll need to determine which profile is assigned to which call path.

Find and Update Message Delivery

On the Profile information page, scroll down to the second section called Receiving your messages. Here you'll see where your messages are being sent after a phone call. Your current settings will be listed in each checked boxed. In our example below, only Email delivery is checked.

To add or edit your message delivery protocols, check/uncheck each box and add/delete your email address or phone numbers, then click the yellow Update button at the top of the section.

To add Email delivery: Make sure the checkbox next to the word E-mail is checked. If it's not, click it to add a checkmark. Now Add the email address(es) where you want your messages sent. For multiple email addresses, separate each by a comma. When you're done, click Update. Emails will come from alerts@sasdesk.com
To add Text delivery: Make sure the checkbox next to the word Text is checked. If it's not, click it to add a checkmark. Enter text numbers in the format 1 plus the 10-digit number with no spaces, e.g., 16035558989. Multiple numbers must be separated by a comma with no spaces, e.g., 16035558989,16035554654. You can also customize the text message by dragging and dropping script variables into the box below it. When you're done, click Update. Texts will come from your SAS Forwarding Number.

Keep in mind that you can only enter 10 email addresses or up to 250 characters, whichever comes first. If you need more recipients, please set up an email group through your own provider.

If you have a Toll Free Number with SAS, SMS messages may not always go through.

Once you have finished entering/updating any profile information, click the yellow Update button to the right of Receiving your messages. If your message delivery update was successful, this pop-up will appear.

To verify the changes, go through your call script just like a call center agent would. After you've saved the call, you should get a message delivered to wherever you changed it in the steps above.

Changing a Transfer Number in a Profile

If your script is using Profile information for transfers, you'll need to update the transfer number within the Profile itself. If you're not sure which Profile the script is using for transfers, check out this article.

On the Profile information page, navigate to the section called Profile information. Here you'll see what phone number we are using for transfers. Simply update the number, then click Update.

If you want to change the hours in which we are transferring, scroll down to the Business hours settings section and update your hours accordingly.

HIPAA Compliance Limitations

If your account requires HIPAA compliance to safeguard patients' Protected Health Information (PHI), there are several features that should not be utilized. Here are a few examples:

PHI cannot be sent via SMS or Email, or via any SAS application.
Automated Reach On-Call messages cannot contain PHI. This includes SMS and Text-to-Speech reach messages.
Emails cannot be sent to the caller through any SAS application.
You cannot add a Voicemail option to your IVR.
Calls cannot be recorded.
You cannot call in for your messages.

If you know that your account is not currently HIPAA compliant, please contact our Support team to assist you in ensuring that all requirements are met. You can read more about HIPAA and SAS in this article.