Getting Started for Administrators of Mindful Feedback

On the Customer Settings page, the General Settings tab contains basic customizable information that applies to your organization as a whole. 

The Branding tab allows you to customize the display of surveys with your company logo and social media links.

This article will walk through the process of configuring organizational settings on the General Settings and Branding tabs.

General Settings Tab

• Customer Name: Enter a name for your organization. We recommend using your official company name, since this value is used by default in a few customer-facing locations. The Customer Name will be displayed to customers and users in the following ways by default: 

The tab name in a web browser (for web surveys) Several places in an email (for email surveys) In the top-right corner of the user interface (if Show Customer Name on Title Bar is On)

Refer to the article on Email & Web Settings to learn how to override the use of the Customer Name setting.

• Show Customer Name on Title Bar: Toggle the switch On to display the Customer Name in the title bar of the Survey Dynamix UI.
• Show Interaction Phone Numbers to Agents: Toggle the switch On to allow users with the agent role to view the phone number attribute when viewing survey details.
• Reporting Grouping Keys: Select any number of survey attributes to be used to optionally group some reporting data by the selected attributes. Some charts on the Dashboard page can be viewed with the data grouped by a common survey attribute (for example, Product or Billing). You can use the Grouped By dropdown menu on the Dashboard to determine which survey attributes to use when grouping survey responses.

• Week Start Day: Select Sunday or Monday to determine how days of the week are ordered in the calendar used to schedule survey interactions. This also helps to define the Last Week option when filtering Dashboard and Interaction Details data.
• Default Interaction Language: Select a language to use as a default for the Respondent Language/Dialect field when creating new interactions. This default can be changed for individual surveys and interactions, as needed.

Branding Tab

Upload a Logo File: Upload a logo to be displayed on the title bar of the user interface, if desired. The same logo will be used in web and email surveys by default (which you can override at Surveys > Your Survey > Email & Web tab).  BEST PRACTICE We recommend using an image with a transparent background for the best results. Social Links: Enter URLs for your company's presence on popular social networks, if desired. You can then configure email surveys to display these links in the email footer (Surveys > Your Survey > Email & Web tab).

On the Customer Settings page, the Customer Credentials tab contains unique identifiers and credentials needed to authenticate access to the Mindful Feedback API and the Voice Prompt Recording IVR .

This article will detail the information available on the Customer Credentials tab.

• Customer UUID: This field contains the unique ID for your organization. You will need the UUID to make API calls with Basic Authentication, along with the Auth token.
• Auth token: A unique token to be used as the password for API requests. You will need this value to make API calls with Basic Authentication, along with the Customer UUID. Click the view icon (eye) to view the Auth token in plain text, or click the regenerate icon (spinning circle) to generate a new token.
• Phone PIN: You can use this PIN to authenticate phone calls to the Voice Prompt Recording IVR, which you can use to record voice prompts for your surveys over the phone. Note that PIN authentication is not required if you call the IVR from a phone number matching your Survey Dynamix user account. The phone number of the IVR is shown above this field, as well.

On the Customer Settings page, the Phone Connections tab displays all phone numbers associated with your account. Each phone connection represents a phone number that can be used to begin SMS, Web SMS, Outbound or Inbound survey interactions.

The screenshot above shows the configuration of a single phone connection. Follow the steps below to configure a new connection:

• Enable default survey routing for inbound calls and SMS: If you would like a specific survey to be presented when a voice call or SMS message arrives at this number, toggle the switch On. When turned On, the Default Survey field will be displayed below.
• Default Survey: When default survey routing is enabled (On), select the default survey to present to customers here.
• No Survey Message Text: When default survey routing is disabled (Off), enter a message to be delivered via voice or SMS when a call or message arrives at this number. For voice calls, Survey Dynamix will only speak this text if there is no voice prompt specified in the No Survey Message Sound File dropdown menu.
• No Survey Message Sound File: When default survey routing is disabled (Off), you can select a previously uploaded sound file to play when an inbound voice call arrives at this number. If needed, you can add new sound files on the Surveys page.
• Phone Connection ID: If you use the Survey Dynamix API, note this unique ID of the phone connection for later use. You will need to provide a phone connection ID when adding survey interactions via the API. The default phone connection for each capability can be configured in the survey settings, but you will need the ID if you ever need to override the defaults.
• After making changes, click Update to save the changes before leaving the tab.

On the Customer Settings page, the Integrations tab provides several configurable options for integrating Mindful Feedback with third-party software. You can also use the Integrations tab to configure API authentication settings and the HTTP POST survey trigger event.

The sub-tabs that appear within the Integrations tab are determined by the integration capability enabled on your account. If one of the integration options mentioned in this article is not shown in your Mindful account, contact the Mindful Support team for assistance.

Validated Third-Party Integrations

Mindful Feedback contains pre-built integrations with some of the most popular contact-center software providers:

• Genesys Cloud
• Amazon Connect
• Twilio Flex
• Salesforce (CRM)

For details on how to configure these integrations, refer to the relevant pages in the Integrations section.

OAuth Tab

The OAuth tab allows you to configure an OAuth Client and a Personal Access Token which are used to authenticate your requests to the Mindful Feedback API.

Authentication Methods Tab

The Authentication Methods tab allows you to configure custom authentication credentials for a third-party API. 

Click Create New Authentication Method to configure a new method using either Basic Auth or Bearer Auth.

To configure a new method using Basic Auth:

1. Select Basic Auth from the Auth Type drop-down menu.
2. In the Friendly Name field, enter the name of the auth method you are creating. This name will appear in the drop-down menu in a Post to URL event.
3. Your Username and Password will be prefilled.
4. Click the Create button.

To configure a new method using Bearer Auth:

1. Select Bearer Auth from the Auth Type drop-down menu.
2. In the Friendly Name field, enter the name of the auth method you are creating. This name will appear in the drop-down menu in a Post to URL event.
3. In the Access Token field, enter an access token that DOES NOT expire. This can be a long-lived bearer token or another access token.
4. Click the Create button.

The authentication methods created here can be used to authenticate Post-to-URL events triggered in your surveys. Note that the Friendly Name you created is what will appear in the Authentication Method drop-down highlighted below:

Surveys > Your Survey > Questions

Capturing customer feedback is significant, but it is also important not to send too many surveys to the same customer too often. In the Survey Restrictions tab (Customer Settings page), you can create rules to limit the frequency at which Mindful will send specific surveys to specific customers. You can do much more than that on this page, as well. You can restrict how many surveys are conducted for each agent, queue, call type, and other survey attributes.

This article details the process of managing survey restriction rules on the Survey Restrictions page.

Adding New Rules

Quick access: Settings > Customer Settings > Survey Restrictions tab

1. To add a new rule, click Add Rule on the Survey Restrictions tab.

2. In the Add Rule modal window, provide the required information for each of the prompts, as seen below. See the Understanding rule configuration section below to learn more about each of the required fields.

3. Click Add Rule in the modal window to save the new rule.

To edit an existing rule, click the Edit icon (pencil) in the appropriate row. Update the fields as needed, then save your changes.

To delete an existing rule, click the Delete icon (trash can) in the appropriate row.

Understanding Rule Configuration

Survey restrictions take the form of one or more restriction statements in the following format:

Restrict [survey type/all survey types] for [survey/all surveys], send no more than [n] surveys in [x][time period], where [attribute] is [value/same]

The following table describes each of the required parameters.

The above image is that of a survey restriction that prevents the same phone number from receiving any type of survey more than one time every two weeks. Also explained using the prior format:

“Restrict [all survey types] for [General Survey], send no more than [1] surveys in [2][weeks], where [phone number] is [same]”

Multiple survey restrictions can be created and these are evaluated from top to bottom. If any of the survey restrictions apply for the given survey the survey is restricted.

“Restrict [All survey types] for [All Surveys], send no more than [15] surveys in [1][days], where [agent_id] is [same]”

“Restrict [All survey types] for [All Surveys], send no more than [1] surveys in [30][minutes], where [agent_id] is [same]”

Mindful Feedback services include various telephony services that accrue costs over time. While your pre-allocated drawdown amount may cover those costs, there are situations in which you may need to exceed the allocated amount. In these situations, you can pre-purchase credits on the Payments tab of the Customer Settings page.

Quick access: Settings > Customer Settings > Payments tab.

Once you have added a card, you will see two options beneath the header Add funds to your account:

• Make a one-time payment
• Configure auto top-up

Make a One-Time Payment

To make a one-time payment, click the one-time payment option and complete the form that appears. Enter a dollar value in USD and choose how to pay for the transaction surcharge.

Configure Auto Top-Up

To configure Mindful Feedback to automatically top-up your Mindful account, click the auto top-up option.

On the form that appears, select the threshold to trigger a top-up and the amount to be credited. Choose how you would like to handle the 3% surcharge in the appropriate field, as well.

The screenshot below shows an example where the account will be credited $500 USD when the current balance drops below $25: