Call Targets Page
- 19 Jan 2024
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Call Targets Page
- Updated on 19 Jan 2024
- 14 Minutes to read
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Article Summary
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The Call Targets page contains all of the settings necessary to create and configure your Call Targets to offer callbacks and forward customers to your contact center. Call Targets represent the destinations to which callback requests can be sent. They point to the holding queues in your contact center and allow the interaction between the Mindful Callback application and your phone system.
When you first load the Call Targets page, you will see a list of your Call Targets and selected information about each one. Click the name of an existing Call Target to view additional options and configurable settings.
NOTE
If you see a Call Target in the list with the word Yes in the Unpublished Changes column, it indicates that there are saved configuration changes that have not yet been published for that Call Target.
General
The majority of basic configurable settings for your Call Target can be found on the Call Target > General tab. This tab is separated into sections that group similar settings together for ease of access. Click below for links to articles that explain each setting on this tab.
General settings
The following table displays all settings in the General tab at a glance. Click any of the section headings for in-depth information on any settings in that section.
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Looking for a specific setting on the General tab? Type the name of the setting in the search field to quickly highlight what you're looking for.
Messaging
The Call Target > Messaging tab allows you to set up SMS notifications for customers awaiting callbacks. You can also provide the option to receive a text message with further information rather than requesting a callback, with the ability to customize the message here. Click each topic below to learn more.
NOTE
For clients using regular 10-digit phone numbers (known as “ten-digit long codes” or “10DLCs”), Mindful's carrier partners require the number to be registered with the Campaign Registry, which is used by the majority of US mobile carriers to validate the authenticity of application-to-person (or “A2P”) SMS traffic. If your brand is using 10DLCs, please complete this form so that we can ensure that the 10DLC campaigns are submitted as soon as possible.
- No action is required for clients using toll-free numbers (TFNs) and short codes to send SMS, or anyone using SMS outside of the continental United States.
Voice to Messaging
Quick access: Callback > Call Targets > Messaging tab
The Voice to Text Message setting adds a new option to the voice menu to offer customers the opportunity to receive an automated SMS message rather than speaking with an agent. When enabled, the Voice to Text Message Text field is displayed.
The Message Text field sets the text of the message to be sent to customers when they choose to transition to messaging rather than requesting a callback.
Scheduled Callback Message Text
The Scheduled Callback Message Text field allows you to customize the message sent to customers who have chosen to schedule a callback via Messaging. By default, the field will contain the text configured on the Global Settings screen, and you can customize the text for individual Call Targets to align with a specific department or line of business.
Quick access: Callback > Call Targets > Your Call Target > Messaging tab > Intercepts
NOTES
- When customizing the text in the Scheduled Callback Message Text field, make sure that the {{widget-url}} component is present. This component places a link to the assigned Scheduler widget into the message.
Confirmation Notification
Quick access: Callback > Call Targets > Your Call Target > Messaging tab
When selected, the Confirmation Notification setting enables Confirmation notifications for the Call Target, which will send SMS messages to customers to confirm that their callbacks have been successfully requested. When enabled, the Confirmation Text field is displayed.
The Confirmation Text field sets the text of the message to be sent to customers to confirm that their callback request has been registered. This notification will be sent shortly after the customer disconnects their call to wait for their callback.
Reminder Notification
Quick access: Callback > Call Targets > Your Call Target > Messaging tab
When checked, the Reminder Notification setting enables Reminder notifications for the Call Target, which will send SMS messages to customers to remind them 15 minutes prior to a scheduled callback. When enabled, the Reminder Text field is displayed.
The Reminder Text field sets the text of the message to be sent to customers to remind them that their scheduled callback will soon arrive. This notification does not apply to ASAP callbacks or those moved to the next business day via the Next Business Day Callback feature, but only to callbacks specifically scheduled for a later time.
You can also add automations to notification messages to improve the customer experience. This allows customers to respond to SMS messages in prescribed ways. The following automations can be added to the text of your Notifications. Please note that automations must be set up by Mindful staff before you will be able to add them to your Notifications.
- @callme provides the ability to register a new callback
- @cancel offers the option to cancel a pending callback
- @status provides the ability to check the status of a pending callback
NOTE
Reminder notifications will only be sent for callbacks scheduled at least 30 minutes in the future when they were requested.
IMPORTANT
Scheduled callbacks are not guaranteed to launch at their exact scheduled time. Reminder Notifications will be sent 15 minutes prior to the scheduled callback time, but it is possible for the callback to be delayed.
Callback Launch Priorities
When a callback cannot be dialed due to the current queue conditions (based on the Max Queue Depth and/or Max Active Calls settings), it is added to an internal waitlist. Two separate waitlists are used, with different levels of priority, based on the callback type.
ASAP callbacks are added to their own waitlist, while scheduled callbacks and retries are combined into a second waitlist with a higher priority.
Setting different priorities for different types of callbacks helps to ensure that customer expectations are met as closely as possible.
- Customers expect scheduled callbacks at a specific time, and they may have received a Reminder Notification to reinforce the scheduled time, so it is important to dial those callbacks as close to the scheduled time as possible.
- Retries are callbacks that were intended to be answered already, and it's a best practice to dial retries at a regular interval.
- For ASAP callbacks, customers may have been quoted the Estimated Callback Time (ECBT) with a +/- 20% buffer, or they may not have been quoted an estimate at all. Punctuality is still important, but less important than scheduled callbacks or retries.
Final Attempt Notification
Quick access: Callback > Call Targets > Your Call Target > Messaging tab
When checked, the Final Attempt Notification setting enables Final Attempt notifications for the Call Target, which will send SMS messages to customers when all callback attempts have failed and no additional retries remain. When enabled, the Final Attempt Text field is displayed.
The Final Attempt Text field sets the text of the message to be sent to customers to inform them that all callback attempts to their phone number have failed. You can use this text as an opportunity to encourage customers to call back.
Success Notification
Quick access: Callback > Call Targets > Your Call Target > Messaging tab
When checked, the Success Notification setting enables Success notifications for the Call Target, which will send SMS messages to customers after a successful callback is complete. When enabled, the Success Text field is displayed.
Use Cases
The Success Text field sets the text of the message to be sent to customers after their call. You can use this message to communicate anything you would like, including:
- Links to after-call surveys to gather feedback for CSAT, NPS, and other metrics
- Follow-up call to action or reminders
- Targeted sales opportunities
When sending links in the Success notification, such as after-call surveys, you have the advantages of keeping traffic outside of voice channels and ensuring security compliance by leading customers to a secure location.
BEST PRACTICES
To avoid sending surveys too often to your customers, we recommend paying close attention to which Call Targets utilize Success notifications and how long the feature is enabled at a time. The following tips can help to manage the frequency of survey offers.
- Enable Success notifications for specific periods of time to gather survey input, then disable them until you would like to gather input again.
- Choose Call Targets that do not experience a high volume of repeat callers to avoid sending multiple surveys to individuals each day.
- For Call Targets with very low volume and very few repeat callers, you might consider leaving the feature enabled at all times. In this case, it is still important to monitor the usage over time.
You can also add automations to notification messages to improve the customer experience. This allows customers to respond to SMS messages in prescribed ways. The following automations can be added to the text of your Notifications. Automations must be set up by Mindful staff before you will be able to add them to your Notifications.
- @callme provides the ability to register a new callback
- @cancel offers the option to cancel a pending callback
- @status provides the ability to check the status of a pending callback
Using dynamic text replacement
Near the text field for any notification, you will see a list of buttons labeled Available Components. You can click any of these buttons to add the corresponding component, such as the customer contact number or ECBT, into the text field as a variable. This allows you to insert dynamic text that is customized for each interaction.
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- Contact Number: Click to insert the customer's phone number into the message text.
- Callback CID: Click to insert your Callback CID into the message text. This is the number that will appear on the customer's phone via Caller ID.
- ECBT: Click to insert the Estimated Callback Time into the message text.
- Scheduled Time: Click to insert the scheduled callback time into the message.
- Widget URL: Click to insert a link to a Scheduler Widget, then select the Widget to use in the Notification Widget field directly beneath the Available Components buttons.
EXAMPLE
The following example uses several available components to personalize a notification:
We will call you back at {{contact-number}}. Your estimated callback time is {{ecbt}}, and the callback will be coming from {{callback-cid}}.
In this example, the customer would see something like:
We will call you back at 330-555-1234. Your estimated callback time is 15 minutes from now, and the callback will be coming from 800-555-9988.
NOTES
- For Organizations that use international languages, be aware that the {{scheduled-time}} and {{ecbt}} components include English verbiage that cannot be updated for other languages at this time.
- The first time a notification is sent from your Organization, it should include language informing the customer that they may opt-out of SMS messaging at any time by replying STOP (ex: Reply STOP to stop receiving text messages from us). This language should be included in the confirmation notification since this is generally the first message that an Organization delivers to a customer. If a customer replies STOP, a message will be sent explaining how they can opt back into messaging in the future.
Metadata
The Call Target > Metadata tab allows you to gather additional user data, such as an account number, from customers when they request a callback. You can also configure expected SIP headers to be received by Mindful and passed back to your contact center attached to callbacks.
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To learn the basics of adding, editing, and reporting on Metadata Items, see How to Add or Edit Metadata Items.
Hours
The Call Target > Hours tab allows you to set the Hours of Operation of your Call Target for each day of the week. Click each topic below to learn more.
Time Zone
Quick access: Callback > Call Targets > Your Call Target > Hours tab
The Time zone dropdown menu is grayed out by default, and the Use Organization Default Time zone checkbox is selected. In this configuration, the Call Target will apply the time zone configured in the Hours tab on the Global Settings page to the Call Target's hours of operation.
If your Call Targets serve customers from different parts of the world, then you may need to designate a time zone for a specific Call Target that differs from the Organization. In this case, you can clear the Use Organization Default Time zone checkbox and select a different time zone from the dropdown list.
The time zone selected for each Call Target will apply to the hours of operation configured in the Hours tab for that Call Target.
Hours of Operation
Quick access: Callback > Call Targets > Your Call Target > Hours tab
The Hours of Operation section of the Hours tab provides options to set the hours of operation for each day of the week and designate holidays with unique hours.
Use the following steps to add or remove regular hours of operation or holiday hours.
- Clear the Use Organization Default Hours of Operation checkbox to begin setting up the hours for the Call Target. If you wish to use the Organization's hours for the Call Target, leave this box selected and skip the following steps.
- Click Add Hours entry.
- Using the dropdown menu, select the first day of the week that you are open.If you would like to use the same hours for all seven days per week, choose the Every Day option.
- Enter your opening and closing hours for the day. Click AM or PM to select the time of day.
- Repeat Steps 2 through 4 for each additional day that your contact center is open.
- Additional actions you can take:
- To add unique hours for specific dates, such as holidays, click Add Holiday Hours. Enter or select your desired date, then set the hours for that day as needed.
- To configure any day as Open24 hours, select 12:00 AM to 12:00 AM.
- To designate a particular day as closed, select the Closed checkbox in the appropriate row.
- To remove any row from this section, click the Delete icon in the appropriate row.
Effects on Callback Scheduling
The Number of Days Out to Schedule Voice Callbacks and Number of Days Out to Schedule Widget Callbacks settings do not apply when the Hours of Operation are closed for an entire day. In the following example, the system skips the days that are closed and allows scheduling for three days afterward.
Configuring a Five-Day Week
The Every Day option allows you to set the same hours for all seven days per week. However, you may find that you would like to set the same hours five days per week while remaining closed on weekends. Use the following steps to configure a five-day week.
- Click Add Hours entry.
- Select Every Day from the dropdown menu.
- Set your desired business hours in the corresponding row.
- Click Add Hours entry two more times to add two additional rows.
- Select Saturday and Sunday in the two new rows.
- Select the Closed checkbox for Saturday and Sunday.
You now have the same hours set for every day of the week, with Saturday and Sunday set to Closed. This will provide you with the same hours five days per week.
Effects on Callback Functionality
When the current time is within a Call Target's hours of operation, the Call Target can perform the following functions.
- Offer and dial ASAP callbacks
- Offer and dial scheduled callbacks
- Offer and perform transitions to SMS messaging
- Transfer calls to a holding queue
When the current time is outside of the hours of operation, Call Targets can:
- Offer a scheduled callback for a time within the hours of operation (if enabled)
- Inform callers that the business is currently closed
Preventing Callbacks Outside of Business Hours
End of Day settings (on the General tab) allow you to offer next-day callbacks before the end of business hours to prevent callbacks from being dialed after the Hours of Operation are closed.
If the Offer Next Business Day Callbacks setting is disabled, be aware that callbacks could be registered up to the last moment of the Hours of Operation, which could cause callbacks to be dialed after the end of the business day.
BEST PRACTICE
If you do not enable Offer Next Business Day Callbacks and you wish to prevent callbacks from being dialed after business hours, then you will need to uncheck the Callback Processing check box at the end of the day and turn it back On when you are ready to take callbacks again.
For a step-by-step guide to creating and configuring new Call Targets, see How to Set up a Call Target in the FAQ section.
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