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How to Configure Smart Rules
  • 20 Nov 2023
  • 5 Minutes to read
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How to Configure Smart Rules

  • Dark
  • PDF

Article Summary

Smart Rules allow you to create a complex set of conditions that will trigger changes to Call Target settings. More than 35 settings can be automatically adjusted by a Smart Rule, based on the day of the week and/or time of day. This allows for a wide range of possibilities to automate your administrative workflows and dynamically manage your Call Targets.

Following are a few examples of how Smart Rules can automate your workflows:

  • Adjust the dial pacing towards the end of each business day. We will use this as a working example throughout this guide.
  • Offer the Return to Hold option on specific days of the week.
  • Enable or disable callback Notifications at certain times of the day.


This how-to guide covers the following steps to configure Smart Rules

  • Step 1: Configure basic information
  • Step 2: Configure at least one condition
  • Step 3: Configure at least one action
  • How to edit or delete Smart Rules
  • How to audit Smart Rule activity

Step 1: Configure Basic Information

The first steps are to give your new Smart Rule a name, select the Call Targets that will be affected, and set the frequency at which the condition(s) will be evaluated. After that, you can configure one or more conditions and actions in the next steps.

Quick access: Callback > Smart Rules

screenshot of the smart rules page

  1. Click the Callback heading in the sidebar menu, then click Smart Rules to open the Smart Rules screen. Any existing Smart Rules will be displayed in a table on this screen.
  2. Click Add Smart Rule to begin configuring a new rule.
  3. Enter the basic information for the new Smart Rule in the fields provided:

Screen capture of the New Smart Rule page

  • Name: Enter a unique name for this rule. We recommend creating a name that will easily identify the purpose of the rule.
  • Call Targets Affected: Use the dropdown menu to select the Call Target(s) to which this rule will apply. To apply a rule to all Call Targets, choose the Select All option in the menu.
  • Trigger this rule no more than once every...: Enter a frequency for the conditions to be evaluated, in minutes. The Smart Rule will check the conditions at the frequency you configure here, and will perform the action(s) when the condition is true.

Step 2: Configure at Least One Condition

The conditions represent the data that the Smart Rule will analyze to determine when it should execute the action configured in the next step. Each condition includes an item to check and a value that will trigger the action. The following example checks two conditions: one related to the day of the week and another related to the time of day:

  • If the Day of Week is Monday through Friday
    • And the Time of Day is later than 4:00 PM
  • Then the Smart Rule will execute the action configured in the next step.

Screen capture of the Conditions section

Use the following steps as a guide when configuring conditions.

  1. In the If row, select an item to check and a condition that will trigger the action(s) for the rule.
  2. If you need to add conditions to the rule, click one of the And/Or buttons in the If row. New items will appear below, depending on which button you click.
  3. If you added an And/Or row, select an item to check and a condition that will trigger the action(s).
  4. If you still need more conditions, repeat the previous two steps as many times as needed.

Smart Rules will use the time zone configuration for the Organization when checking time-of-day conditions.

Step 3: Configure at Least One Action

Actions represent changes that the Smart Rule will make to various configurable settings in the Mindful Callback application.

For a complete list of settings that can be managed by Smart Rules, see the Smart Rules reference article.

The following example shows a Smart Rule configured to take three actions when its conditions are met:

  • Set the Max Queue Depth setting to 10.
  • Set the Voice Scheduled Callbacks and Widget Scheduled Callbacks settings to Enabled.

Screen capture of the configure section with key elements highlighted

  1. In the Then row, select a configurable setting to change and set a value to apply to the setting.
  2. If you need to add more actions, click the And button to add an And row.
  3. If you added an And row, select a configurable setting and set a value just as you did previously.
  4. If you still need more actions, repeat the previous two steps as many times as needed.

Screen capture of an example smart rule with the Activate button highlighted

  1. When you are done with all conditions and actions, Save and Activate the Smart Rule via the buttons at the top of the screen.

A Smart Rule will not take effect until you click Activate. You will see an indicator on the Smart Rules page for any particular rule to let you know which rules are active.

How to Edit or Delete Smart Rules

To edit a Smart Rule, whether it is active or inactive, first open the Smart Rules screen from the sidebar menu.

Quick access: Callback > Smart Rules

  1. On the Smart Rules page, click the name of any Smart Rule you would like to edit or click the Edit icon.
  2. Update the rule's configuration as needed.
  3. Save the changes to your Smart Rule before leaving the page.

To delete a Smart Rule:

  1. On the Smart Rules page, locate the Smart rule that you would like to delete and click the Delete icon.
  2. Confirm that you wish to delete the rule in the popup modal that appears.

How to Audit Smart Rule Activity

All actions taken by Smart Rules are logged in the Audit report. In addition, you can see which user created, modified, or deleted Smart Rules in the report.

The example below shows four different events logged in an Audit report:

  • Row 2: A Smart Rule named Set Max Active Calls was created. The User column shows that the user with an email address of created the rule, and the details of the rule are listed in the Changes column.
  • Row 3: The new Smart Rule was updated by enabling it after creation. You can see the enablement in the Changes column.
  • Row 4: The Smart Rule updated the Max Active Calls setting when it was triggered. Notice that the name of the rule is logged in the User column since it took action on its own.
  • Row 5: The Smart Rule was deleted.

Screen capture of a sample Audit Report CSV file with columns titled: Time, User, Item, and Changes

To learn more about the Audit report, including instructions for running the report, see Generating and Downloading Reports.

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