Customer Support Center

Configuring email alerts for your on-call schedules.

The scheduling system allows you to send Email alerts to any employee with an email address listed in the Staff members section of the on-call app. There are a variety of possibilities for who receives messages depending on which Type of on-call schedule you’ve created.

All messages will be sent from notifications@sasdesk.com and may contain the subject, “SAS Notification.” We can send customized message details, just the basics, or a message that lets you know you have a new call. In this article, you'll learn about the message delivery methods: You'll also learn about the available options for each schedule type:
MESSAGE DELIVERY METHODS

Send emails as texts

If this option is checked, we will send a text to your phone using your mobile email address. For example, 9165551212@vtext.com.
 

Common mobile email addresses are: 
  • AT&T – cellnumber@txt.att.net
  • Verizon – cellnumber@vtext.com
  • T-Mobile – cellnumber@tmomail.net
  • Sprint PCS  – cellnumber@messaging.sprintpcs.com
  • Virgin Mobile –  cellnumber@vmobl.com
  • US Cellular – cellnumber@email.uscc.net
  • Nextel  – cellnumber@messaging.nextel.com
  • Boost  – cellnumber@sms.myboostmobile.com
  • Alltel – cellnumber@message.alltel.com
  • Metro PCS - cellnumber@mymetropcs.com
With email to text, the message will say:

We’re trying to reach you about a message! Check your account @ https://sasdesk.com for details.

Note that if you entered a standard email address and selected Send emails as texts, you will receive the short email message noted above.


Send full message

We will send a long message that will contain most default variables and begin with the following:

We tried to reach you about a message we received on your account with no luck.



Note that if you have entered a mobile email address and selected Send full message, you will receive a long text message that will contain complete call details as noted above.


Send email as texts + Send full message

We will send a message containing only the caller’s basic information, such as Name, Number, Email and Regarding.


Email alert with No Options Checked

We will send a long message referring you to check your portal, but this will not contain the caller’s information. The email will begin with the following:

We tried to reach you about a message we received on your account with no luck.


AVAILABLE OPTIONS

Reach Schedules + Email Alerts

With a Reach On-Call schedule, messages will be sent to the staff in your on-call list only if we do not reach someone. This will let the staff member know that we tried to reach them and will be dialing the next person in the list in whatever number of minutes you have designated for your Queue time. You’ll notice that with a Reach schedule, you will only have the Email alert option, “Send emails as texts.”

Note that if we are dialing through your list multiple times, this would result in multiple messages.
  • Each employee – the person we just called will receive notification
  • First employee – no matter how many individuals are in your on-call list, only the first person will receive notification when we do not reach someone
  • Last employee – no matter how many individuals are in your on-call list, only the last person will receive notification when we do not reach someone
  • All employees – notification will be sent to all employees in the list every time we do not reach someone
  • Each employee + last – the person we just called will receive notification in addition to the last person in the list
  • Each employee + first – the person we just called will receive notification in addition to the first person in the list



  
Warm Patch + Email Alerts

With a Warm Patch schedule, messages will be sent to the staff in your dial out list only if we do not reach someone. You will only have the option to email Each employee, and you can “Send emails as texts,” “Send full message,” or both. If you have 2 people in your schedule, this would send out a maximum of 2 messages. 

 

  
Cold Patch + Email Alerts

With a Cold Patch schedule, a message will be sent to the staff member we are transferring the call to. The setup is the same as with a Warm Patch. You will only have the option to email Each employee, and you can “Send emails as texts,” “Send full message,” or both. This would send out a maximum of 1 message.


Email Schedules + Email Alerts

With an Email On-Call schedule, the Email alert option defaults to All employees, so the drop down list will be greyed out. This type of schedule will email the staff members in your list independent of Warm Patch, Cold Patch, or Reach schedules. You can include a maximum of 7 email addresses with this schedule type, and you can “Send emails as texts,” “Send full message,” or both.



  
HIPAA + Email Alerts

Note that if your account is HIPAA compliant, you will not be able to receive patient information via electronic means. However, you still have two options for email alerts. In either case, no patient information will be sent.
  • Checking the box next to Send emails as texts will result in a text message indicating that you have a new call. You will be referred to the portal for more information.
  • If you do not check the emails as texts options, you'll receive a longer email message letting you know that we are trying to reach you, and to check your portal for more information.

Customizing Alert Details

If you have created a Warm Patch, Cold Patch or Email Only schedule, you can customize the message details you'll receive by using specific variables from your script. "Send full message" or both "Send full message" and "Send emails as texts" must be checked in order to utilize this feature.

1. Once you've selected your desired alert format, the options for Set default and Set custom will become operational. Click the radio button next to Set custom, and then select the Campaign where you'll be adding the schedule.



2. The campaign you select will bring up all of the variables associated with your script. Each script path will have custom step labels and default variables. So, you'll need to access the call script builder to determine the step labels in the specific path where you'll be adding the on-call schedule.

3. Once you've documented the step labels you'd like to add, scroll through the list, and check the box to the left of each script variable. Then click the  Add variables button.



4. Below Set custom, you'll see the first variable you selected from the list + the number of additional variables you checked. Click Save to retain your configuration. You can update these details at any time. 



If you have already built your on-call schedule and would like to add Email alerts, just click the blue Settings button to the right of the schedule, make your updates, and don't forget to click Save! Then, you'll need to get in touch with the Customer Service department so that we can add the new integration link to your script.

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