Call Details

• Timeline: The Call Details Timeline will show new alerts if SMS messages don’t send. If the message contains restricted words, you’ll see: “SMS message contains restricted content.” If the message is sending to an invalid phone number, you’ll see: “Invalid To Phone Number.” If the message contains over 1600 characters, you’ll see: “SMS message exceeded 1600 characters.”

General Web Portal

Scripting

• Associate FAQs: The ability to associate FAQs with a handful of individual blocks has been added. This will allow agents answer questions related to specific blocks. For example, if a caller asks why an email address is required, an agent will be able to easily answer their question without having to search the full FAQ list.
• Never Verify: A new feature has been added to some data collector script blocks to signal the agents NOT to verify the data collected.
• Read as Written: A new feature has been added to some data collector script blocks to signal the agents to read the text exactly as it is written. Operators are accustomed to using the script as a guide and may not always read every question verbatim. If users would like them to read their script word for word, enabling this feature will help.
• Call Handling: Within your Settings area of your script workflow, a new dropdown has been added under Call Handling which will allow you to set an “Objective” to help the agents. Objectives include: Make purchase, Transfer call, Schedule meeting, Up-sell, Schedule appointment, Take message
• Closing Collectors: Closing collectors now have the ability to set a comparison value that originates from the same script section. Additionally, a static “No Match” option has been added in cases where there is no collector match.
• Script Workflow: The Script Workflow view has been updated to show icons if blocks are verified, required, etc. This will allow users to see at a glance which blocks have verification turned on or are required.
• Appointment Block: Appointment blocks have been updated to have the same design and features as the Website block.
• Staff Directory: A Staff Directory option has been added to the Script Options panel within a script workflow, which allows users to program specific person transfers or specific person message taking without having to build a new path within the script.
• Greeting Block: The Greeting Block has been updated to include a toggle to “Add link to staff directory” which will add a ‘Specific Person’ Logic option that will link to the created staff directory.
• Dynamic Notes: The Dynamic Note feature has been added to Company, Email, and Full Name script blocks.
• Spanish Translation: All script blocks have been updated so that users can easily translate the language from English to Spanish via the Language drop down.
• Warm Transfers: The Warm Transfer block has been updated to include a “Refused Transfer Option” toggle which enables the agents to document why the intended recipient refused the transfer.
• End Call Tab: On the Workflow view of the Script Builder, clicking on the End Call tab shows a detailed view of where SMS messages and Emails are being sent after the call has ended.

On-Call

• Reach Messages: Within the Reach Messages tab of the On-Call section of the portal, users can now see which Reach Messages are currently being used via the “In Use” column.
• On-Call Dashboard: Within the Schedules tab of the On-Call section of the portal, users can now see which Schedules are currently being used via the “In Use” column.
• Advanced On-Call Settings: For Advanced On-Call Schedules, new options have been added within the Actions menu which allows users to clear prior rotations with one click or edit any Profiles associated with that particular schedule.

The post January 2025 Release Notes – Adjustments to Call Details Timeline, New Scripting Updates, Live Transcription, and more! appeared first on Specialty Answering Service.

Programming

• Email Blocks: On any new Email script block, the Verify option will be turned on by default. Users can turn this off if they’d like.
• Callback Greetings: Within the Greeting block, users can activate a Voicemail option under the Callback section to add instruction for agents who reach a caller’s voicemail upon a callback.
• Websites: SAS now has the ability to access websites that are locked behind a username and password. Additionally, the Website script block has been adjusted to offer advanced formatting features
• New Variables: 2 new variables have been added to the Flex system; {{company_name}}, which pulls the company name from the Wiki section of a script, and {{company_phonetic}}, which pulls the phonetic spelling of the company name from the Wiki section of a script.

Premium Add-Ons

• On-Call: In the On-Call Add-On, the Notify after Receipt option has been updated to allow users to select a- New switch in on-call add on ‘Notify after receipt’ area where the notification of who picked up the message can be restricted to only to go prior recipients of the messages (not the entire distribution)

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Lunch and Holiday Closings: Users now have the ability to set Lunch and Holiday closings within Reach and Cold Transfer script blocks.
• Whisper: In Number Settings, users now have the ability to configure agent whisper greetings, both for company pronunciations and agent instructions.
• Security Pin: Within Account Settings, users now have the ability to create and activate a PIN to lock sensitive areas of their account from agents.

The post April 2024 Release Notes – Voicemail Greetings, Ability to Access Websites With a Username and Password, and more! appeared first on Specialty Answering Service.

Premium Add-On Features

• Queue Voicemail Add-On: This feature gives users the ability to alter the Press 1 Callback feature to include a prompt for callers to press 9 to leave a voicemail. Voicemails will be visible within the call log and can be emailed to up to 5 email addresses. If both Voicemail and Transcription add-ons are activated, the email received for queue voicemail will include a transcription of the voicemail.
• Reporting: New reporting has been added for the Premium Live Call add-on feature.

Settings

• Settings: Relish in the power of Settings with a refreshed UI and new number configuration options! Enjoy more control over when your greetings and callbacks are active, add pronunciation hints, and whisper important instructions to operators.
• Number Settings: Upon saving changes to a number that is assigned to a script or Advanced IVR, a pop-up will appear allowing users to listen to all upfront greetings, played in the order in which your callers will hear them.
• Holidays: Within Holiday settings, users have the ability to enable public holidays which will automatically populate all public holidays for the current year.
• Security Pin: Within Account Settings, users now have the ability to create and activate a PIN to lock sensitive areas of their account from agents.
• FAQs: Users now have the ability to mark an FAQ as “popular” which will add a star next to the FAQ in the operator view.
• Callback: In both Press 1 Callback and Queue Callback systems, users now have the ability to select the active timeframe by hour and day of the week in addition to the original settings.
• Press 1 Callback: If Press 1 Callback is activated, users have the ability to activate an SMS feature which will send a confirmation text to the caller after they’ve pressed 1 for a callback.
• Greeting: In the Front End Greeting section of Number Settings, users can select specific hours and days for after hours greetings to play.
• Whisper: In Number Settings, users now have the ability to configure agent whisper greetings, both for company pronunciations and agent instructions.
• Periodic Announcements: In the Announcements section of Number Settings, users can now offer callbacks in between each announcement.
• On-Call: In the On-Call section of Number Settings, users utilizing our automatic Reach On-Call system can configure additional settings:
  • On-call press 2 dial: In a Recording or TTS type reach, your staff has the option of pressing 2 to dial the caller back directly. This section will allow you to change the caller ID that appears on the caller’s phone upon the call back.
  • Reach confirmation: In a Recording or TTS type reach, staff members will be prompted to press 1 to accept the message. You can change this setting to DTMF and voice to give the caller the option to either press 1 or say 1 to accept the message.

Programming

• Workflow (Round Robin) Block: A new script block has been created which can evenly distribute calls among staff members without having the operator choose at random.
• Alerts on Script Blocks: New alerts have been added on scripting blocks to ensure operator instructions are as clear and succinct as possible.
• Lunch and Holiday Closings: Users now have the ability to set Lunch and Holiday closings within Reach and Cold Transfer script blocks.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Non-Message Alert: A Non-Message alert option has been added within a Profile’s Contact Methods where a preformatted text message which includes the non-message call classification, the agent comment, and the Caller ID will be sent for non-message calls.
• Ability to Stop a Reach – If you’re using our automated reach on-call feature, you’ll now have the ability to stop a reach right from the portal without having to accept the phone call or SMS message. If you’re in the portal while a reach is active, you can stop it from the top of the call dashboard and on the call itself.
• Hold my Calls: A new feature has been added within the Profiles tab that allows users to hold their calls if they are using the Warm Transfer block within their script. This feature controls your warm transfer availability.  If this feature is turned on, agents will not be able to transfer calls during the timeframe you’ve set. You may want transfers to be held for company meetings, early closures, or any other time you’re too tied up to take calls!

The post March 2024 Release Notes – New Add-On, Settings Revamp, and more! appeared first on Specialty Answering Service.

Premium Add-On Features

• On-Call Add-On: With the On-Call Add-On feature, users will have access to more on-call options, enhanced on-call reporting, and the ability to create back-up schedules.
• Transcription Add-On: With the Transcription Add-On feature, users will be able to read a transcript of their recorded calls instead of listening. In order to utilize this feature, call recordings must be turned on within an account.
• Live Calls Add-On: With the Live Calls Add-On feature, users  can see how many calls are currently waiting in queue, how many are currently being handled, and listen to calls – all in real time!

General Web Portal

• Call Type: A Call Type has been added to the top ribbon of the Call Details page showing the call type (e.g, inbound, callback, queue callback, etc.).
• Call Recordings: If a call type is any of the callback options, there will be an alert letting users know that call recordings are not available for those call types.
• Blocking Numbers: The ability to block a number from the SMS Messages log has been added.

Profiles

• Non-Message Alert: A Non-Message alert option has been added within a Profile’s Contact Methods where a preformatted text message which includes the non-message call classification, the agent comment, and the Caller ID will be sent for non-message calls.

Scripting Updates

• Notes: The ability to add notes within the Warm Transfer and Warm Transfer Collector scripting blocks has been added.
• Restrict Content: The Restrict Content feature has been added to the Free Text block.
• Outcomes: When adding new outcomes within the script workflow, users can select the color right from the block without having to change the color through Settings.
• Company Block: A Company script block has been added which includes the option to collect the caller’s company, website, job title and department.
• Onboarding Wizard: Within the Onboarding Wizard, Phone and Website fields both copy to Google Maps.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Recorded Transfers: The ability to toggle if you want to continue to record calls after they’ve been transferred has been added under the Record your Calls section within Number Settings.
• Ability to Dial Customers After a Reach: For customers who are using either the Recording or Text to Speech Reach Message options, we’ve added the ability for the user to press 2 after the message has finished playing to dial the caller back using their Caller ID.
• SAS Flex Mobile App: If you haven’t already, take a moment to download our free mobile app for iPhone and Android users to manage your messages in real time.

The post August 2023 Release Notes – Premium Add-On’s, New Scripting Block, and More! appeared first on Specialty Answering Service.

General Web Portal

• Updated Calls Dashboard – Say hello to the new call log dashboard! Enjoy this updated look, complete with a statistic view that includes a snapshot of the current month’s activity.
• Ability to Stop a Reach – If you’re using our automated reach on-call feature, you’ll now have the ability to stop a reach right from the portal without having to accept the phone call or SMS message. If you’re in the portal while a reach is active, you can stop it from the top of the call dashboard and on the call itself.
• On-Call Tab Added to Call Details – We’ve improved the on-call tab in the details view which now shows who was called last, who is being called next, and what time the next call will go out.

Profiles

• Search Profiles – A search bar has been added to the Profiles page giving the ability to search through all of your Profile data. This includes names, phone numbers, email addresses, and custom messages.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Trigger Block: A new Trigger block has been added which allows an agent to send data to or on behalf of the caller before the end of the workflow.
• Queue Announcements: Activate Queue Announcements which will play in between queue music loops while the caller is waiting for an agent, e.g., “Thank you for your patience. We will answer your call shortly.” Want to mix it up, you can add up to 10 – we’ll choose what to play randomly each time the queue music loops.
• SAS Instant Callback: This app allows you to initiate instant callbacks to your customers after they’ve submitted a form on your website. When the form is submitted, our agents will call the person who filled out the form on your website immediately, already knowing who they are and why they’re contacting you. From here, we can quickly screen and transfer calls to your staff so you can close the sale, or even initiate a dispatch if it’s an emergency!

The post Release Notes – New Calls Dashboard, the Ability to Stop an Active Reach, and More! appeared first on Specialty Answering Service.

General Web Portal 

• On-Call: A new on-call view has been rolled out which includes user friendly color-blocking and step by step instructions. Scheduling on-call rotations has never been easier!
• FAQs: Deleting FAQ Categories will no longer delete the FAQs associated with it. Now, all FAQs associated with a deleted Category will show as Unassigned.
• Profiles: An updated Profile view has been rolled out, including user friendly color-blocking and easy to use notification toggles.
• Hold my Calls: A new feature has been added within the Profiles tab that allows users to hold their calls if they are using the Warm Transfer block within their script. This feature controls your warm transfer availability.  If this feature is turned on, agents will not be able to transfer calls during the timeframe you’ve set. You may want transfers to be held for company meetings, early closures, or any other time you’re too tied up to take calls!
• News Feed: Want to be alerted when new updates get pushed out to Flex? Check out the News Feed feature within your portal to see what’s new!

Scripting Updates

• Builder: A new Script Builder view has been rolled out which includes updates to script blocks, sections, and the workflow itself. Editing scripts has never been easier!
• Content Restriction: A new option has been added to both the Phone Number and Email script block that allows you to input restricted content that if entered, will display an error to the agent. This feature can be used to help deter agents from entering fake information like “none@none.com” or your business’s caller ID.
• Trigger Block: A new Trigger block has been added  which allows an agent to send data to or on behalf of the caller before the end of the workflow.
• Callback Greetings: Users now have the ability to customize their callback greetings.
• Workflow (Path): The Workflow (Path) block now has an added evaluation for ‘AND’ and ‘OR’ on each decision set.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Google Calendar: Additional Frequency and Earliest Options have been added to the Google Calendar app.
• Date/Time Blocks: The Date/Time block now has a new option option where agents will be able to select “Anytime” as an option if the caller doesn’t want to provide a specific date or time for an appointment.
• Required Blocks: Required script blocks will stand out more to agents with a new Required label that will apply once the Required field has been checked off.

The post May 2023 Release Notes – New Scripting Workflow, Updated On-Call, and More! appeared first on Specialty Answering Service.

General Web Portal

• Callback Customers: In addition to texting with your customers from the portal, users now have the ability to call customers from your portal as well as long as the computer they are using has a functioning microphone. When you call from your portal, your private phone number is never exposed. Customers will see your SAS phone number as the Caller ID. If they called that number back, one of our operators would answer!
• Call Details: Receiving your messages is important! In the Timeline of your Call Details page, you’ll see an error message if the Profile we tried to send the message to had no delivery options configured. If you’ve received a call but didn’t get the message, check the timeline to start to dive into why.

Flex Billing

• Billing Access: You can now access your answering service billing right from your Flex portal. Users have the ability to update their payment method, view invoices, process payments, and even change their plans – all without contacting customer support. You can even check the page for an accurate estimate of what your invoice will be for the upcoming month.
• Purchasing Additional Numbers: Want a new number? Don’t call us! Users now have the ability to purchase additional numbers right from their portal. Additional numbers can be used with Advanced IVRs, different scripts, lead tracking, or if you are having us answer for a multiple location business. Also, just kidding about the ‘Don’t call us’ part. You can still call.
• Billing Alerts: Clients on our new billing system are able to set alerts to be notified when they’ve hit different percentages of their allowance, as well as percentages of the threshold where it’s cheaper to be on the next plan.

IVR Updates

• Email Voicemail Messages: In the IVR Log, you now have the ability to email any voicemails you’ve received.
• Block Numbers: Click the row menu of any IVR call to easily block that number from calling again. Once the number is blocked, it will never get through to your account.
• IVR Workflow: Configuring Advanced IVRs is easier now with color-coded blocking.

App Integrations

• SAS Instant Callback: This app allows you to initiate instant callbacks to your customers after they’ve submitted a form on your website. When the form is submitted, our agents will call the person who filled out the form on your website immediately, already knowing who they are and why they’re contacting you. From here, we can quickly screen and transfer calls to your staff so you can close the sale, or even initiate a dispatch if it’s an emergency!

Scripting Updates

• Closing Block: Want to have the operators close the call by saying something different when you’re closed for vacation? Within the Closing block, users now have the ability to configure different operator text for Lunch and Holiday hours.
• DNIS System Variable: If you have multiple forwarding numbers attached to a single script, using the DNIS system variable in a workflow block automatically routes the agent through the script based on the number the caller called in on. For example, if you own a restaurant franchise with multiple locations and are using SAS as your complaint line, just attach all of your SAS numbers to a single script. When the agent answers the call, they’ll know they number that was called in on and will handle the call differently based on factor.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about:

• Alphabetize Bulk Options: In script blocks that allow you to add bulk options, users now have the ability to alphabetize the entries automatically.
• Number Settings: The ability to choose which Caller ID you’d like displayed during a Reach from an on-call dispatch to your customer.
• Greeting Lookup Block: Adjustments have been made to the Greeting Lookup feature where if the caller’s caller ID is found in the system, their data will pre-populate for the agents to help cut down on call length.

The post September 2022 Release Notes – Instant Callback, Integrated Billing, and More! appeared first on Specialty Answering Service.

General Portal Updates

• Blocking Callers: Nusiance callers? You can now block numbers right from the Call Details page.

• New SMS Messages View: On the left-hand navigation panel within your portal, there is a new icon where you can view and respond to SMS Messages.

Number Settings Updates

• Queue Announcements: Activate Queue Announcements which will play in between queue music loops while the caller is waiting for an agent, e.g., “Thank you for your patience. We will answer your call shortly.” Want to mix it up, you can add up to 10 – we’ll choose what to play randomly each time the queue music loops.

• No Greeting: If you don’t want your callers to hear an upfront greeting when they call, select the No Greeting option. However, we always suggest using a customer Front End Greeting so callers know they’ve reached the right place!

• Recorded Transfers: The ability to toggle if you want to continue to record calls after they’ve been transferred has been added under the Record your Calls section.

• Business and After Hours Greetings: If you want callers to hear a different Front End Greeting depending on when they call, activate the Business and After Hours Greeting option within your Number Settings.

• No Caller Callback: If you have our Callback or Queue Callback option activated, you can also activate No Caller Callback. This will allow our system to try calling the caller back if they didn’t answer on the first attempt.

Scripting Updates

• Dynamic Reach: The ability to Send Messages to Profile have been added to the Dynamic option within the Reach Script Block.

• Agent Notes: Most Script Blocks have the ability to add a note for the agent using the ‘Add note’ checkbox.
• General Workflow: The Script Workflow view has been economized so it’s capping off text after 3 lines. This will make it easier to review scripts that include a lot of text. In addition, a Search function has been added to the top of the Workflow view so users can search for specific Script Blocks being used within the Workflow.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about.

• Ability to Dial Customers After a Reach: For customers who are using either the Recording or Text to Speech Reach Message options, we’ve added the ability for the user to press 2 after the message has finished playing to dial the caller back using their Caller ID.
• Ability to create custom Email Templates: Within Profiles, users now have the ability to create custom Email templates as well as custom SMS templates.
• Queue Music: Want your customers to hear a ringing phone instead of music while they wait for an agent? Select the newly added Telephone Ringing option from the Queue Music drop down from your Number Settings.

The post March 2022 Release Notes – Updated SMS Messages, New Callback Options, and More! appeared first on Specialty Answering Service.

General Web Portal Updates

• Profile + Email: In Profiles, a feature has been added to the Email option where users can check ‘Use custom email’ to customize the email and the subject line for messages sent through the Profile.
• Profile + SMS: In Profiles, a feature has been added to the SMS option where users can check ‘Send all collected data’ which will send all collected data + Caller ID, comma separated, via SMS.

• Updated Call Details Page: Our Call Details page has been updated with a sleeker look.
• SAS Call Reviews: If an Internal Quality Review by SAS has been completed on a specific call, you will see it listed directly underneath the section where you can complete your own review within the Call Details. To view the full report, click Download.

Script Workflow Updates

• Dynamic Reach Function:  The Reach scripting block has been updated to include Dynamic and Static values. Selecting a Dynamic reach type allows you to select a unique Outcome, Profile, and Schedule for each comparison condition.

• New System Collector: A new system collector has been added for Non-Message Calls has been. If you’re creating a Profile specific for Non-Message Calls, a good custom SMS string may look like: “You’ve received a {{call_outcome}} from {{caller_id}} regarding: {{non_message_call}}”
• Warm Transfer script block: A new Add bulk option feature has been added to the Warm Transfer script block, which allows you to add conditions in bulk. In the pop-up window, enter each conditions option on a separate line, and separate condition, function and comparison by comma.
• Greeting Blocks: In all three Greeting Blocks, the ability to add separate greetings for Lunch and Holidays (controlled by the selected business hours) has been added.

• Numbers Quick Link Added: A quick link to the Number Settings has been added, allowing easier access to make adjustments to your SAS Flex number. From the main Scripting page, users can click the 3-dot menu icon associated with their script, and choose Numbers. Then, from the Numbers pop-up, click Edit.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about.

• Script Genius Wizard: Use our fun script building tool to create a new script in under 5 minutes! Just answer a few questions, and our wizard will do all the work for you.
• SAS Flex Mobile App: If you haven’t already, take a moment to download our free mobile app for iPhone and Android users to manage your messages in real time.
• Add Users: Give your staff their own access to the SAS Flex portal, with the ability to customize their access level.

The post SAS January 2022 Release Notes – Updated Call Details Page, Dynamic Reaches, and More! appeared first on Specialty Answering Service.

General Web Portal Updates

• Timeline in Call Details: In Call Details within your Call Log, you can directly edit the Closing block associated with the call from the Timeline. The Timeline also now shows everything the agent did while on the call with timestamps on Sections and when Closing activities fired (integrations, SMS, email, etc.). Having the ability to update the Closing block right from the Timeline helps save time as you won’t have to open up your full script workflow to make changes.
• Holiday Hours: In addition to adding dates to your Holiday sets,  you can now include specific times as well. For example, if you are open in the morning on Christmas Eve and then closed after lunch, you can add the specific hours you are open to your Holiday set.
• Calendar Log: The Agent log (available in Settings > Data) has been enhanced to show the timestamp of any appointments the agent may have scheduled, rescheduled, or cancelled.

Script Workflow Updates

• Add Name in Warm Transfer Block: If you are using the Transfer to Number option within the Warm Transfer script block, you now have the ability to add the name of the intended transfer party so the agents know who they are dialing.
• Nested Logic Options: Greeting and Logic script blocks now include the ability to add nested logic options, which will help agents navigate your script faster by enabling them to choose deeper selection without having to page forward in your script. For example, if you have a Specific Person path, agents can click the Nested Option to see all of the Specific People you have listed while remaining on the same page.
• Backup and Restore Scripts: You now have the option to backup and restore your scripts. Copies of backups can be found under the Archived Script tab within your main Scripts page. Our system will take backups weekly if any changes were made to a script workflow, or you can create your own backup by clicking the Backup link in the row navigation.
• Activate Township in Address Block: Need us to collect the Township the caller is in? There is a new option under the Address script block, which allows you to toggle on a Township field.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about.

• Record your Own Custom Greeting: If you don’t like the custom greeting attached to your SAS Number upon setup, add your own file or record one yourself right from the portal.
• Add Agent Alerts: If you need to make an immediate temporary update and are unable to get in contact with Customer Support, add an agent alert to communicate an update with our operators in real time. If you’re not in a position to add the alert yourself, you can dial your own SAS Forwarding Number and request the agent to add one for you!
• IVR Log: If you’ve configured an Advanced IVR within your SAS Flex portal, check out the IVR Log to view all interactions within your Advanced IVR. Similarly to your regular call log, the Voicemail log will display the timestamp, length, caller ID and outcome of every interaction.

The post SAS December 2021 Release Notes – Nested Logic Options, Updated App Integrations, and More! appeared first on Specialty Answering Service.