Check Mindful Status in Inbound Call Flows

Summary and Impact

The inbound routing scripts or call flows in your contact center should perform a Retrieve Widget Status API request (HTTPS GET) to Mindful Callback to ensure the associated Call Target is ready to register callbacks. See the Widget API Reference article for details.

Your system should send a request to the URL associated with a specific Mindful Scheduler Widget, which is connected to a Call Target. The response will include a widget_state property, among others. 

When the returned value of widget_state is either offer_callback or offer_asap_callback, you can be assured that the Call Target is ready to receive inbound calls and register new callbacks. If any other response is returned, we recommend routing calls directly to an agent queue.

Components Involved

Additional Notes

The RetrieveWidgetStatus API call requires a Mindful Scheduler Widget to be created for each Call Target in your Organization.  

The full URL for each Widget can be copied from the Widgets page using the API Endpoints icon shown beside each widget. 

In the API Endpoints modal window, copy the URL for the Retrieve Widget Status endpoint, as shown below: