Getting Started With Callback Notifications

Callback notifications enhance the customer experience by sending SMS messages to notify customers of important details related to their callbacks. Notifications can be sent to confirm that a callback has been requested, remind customers of an upcoming scheduled callback, or advise them when the system has failed to reach them via phone. Notifications can also be sent after a successful callback has ended to provide post-call survey opportunities.

Configuring notifications begins with your Mindful Callback Organization. This article covers the following topics to help you set up and test Callback notifications:

1. Configure notifications for your Organization.
2. Configure notifications for each of your Call Targets.
3. Test your notifications.

Step 1: Configure Notifications for Your Organization

Messaging notifications must be enabled at the Organization level before they can be set up or enabled for individual Call Targets. The configuration that you set up on the Global Settings > Messaging tab will control the defaults used for each Call Target, and you can then update the configuration for individual Call Targets, as needed.

Configure Notifications at the Organization Level

Quick access: Callback > Global Settings > Messaging tab

1. Enter your messaging phone number in the Handle field. The Handle determines the number that will display in a customer's SMS app.
2. Scroll down to Notifications and select the Enable Callback Notifications? checkbox to make the feature available for all of your Call Targets. When selected, several additional options will appear below, allowing you to set default message text for each notification scenario.
3. Confirmation Text: Enter the text of a message to be sent to customers immediately after their callback has been registered. Remember that you should add language here informing the customer that they can reply STOP to opt-out of text messages.
4. Reminder Text: Enter the text of a message to be sent to customers 15 minutes prior to their scheduled callback time. This only applies to scheduled callbacks, not ASAP callbacks.
5. Final Attempt Text: Enter the text of a message to be sent to customers after all callback retry attempts have failed.
6. Success Text: Enter the text of a message to be sent to customers after a successful call is complete. You can use Success notifications to provide links to post-call surveys or any other message you would like.

The text entered in these fields will automatically apply to all of your Call Targets, but it can be customized for each individual Call Target as needed. Additional options can be applied to each message on the Call Targets screen for individual Call Targets, as well.

To learn more about the options available for notifications on the Global Settings > Messaging tab screen, see Global Settings in the Reference section.

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.

• 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 text. This only applies to scheduled callbacks. It does not represent the expected time of ASAP callbacks.
• Widget URL: Click to insert the URL of the widget used to schedule a callback into the message text. This only applies to Voice to Scheduled Callback Messages.

 Step 2: Configure Notifications for Your Call Targets

Once notifications have been enabled and configured for your Organization, you can use the following steps to customize the customer experience for each Call Target. You can use any combination of the three notification scenarios for an individual Call Target (Confirmation, Reminder, Final Attempt), or you can disable all three for individual Call Targets if needed.

Set up Notifications for a Call Target

Quick Access: Callback > Call Targets > Your Call Target > Messaging tab

1. Enter your messaging phone number in the Handle field. The Handle determines the number that will display in a customer's SMS app. This step is optional at the Call Target level.
2. Scroll down to Notifications. Under Notifications, select the Confirmation Notification checkbox to view the Confirmation Text field. Enter the text of a message you would like to be sent to customers via SMS after they have successfully requested a callback. You can use the Available Components buttons to add variables and customize the message, as well.
3. Select the Reminder Notification checkbox to view the Reminder Text field. Update the text for the notification as needed.
4. Select the Final Attempt Notification checkbox to view the Final Attempt Text field. Update the text for the notification as needed.
5. Select the Success Notification checkbox to view the Success Text field. Update the text as needed.
6. Save and publish the changes when finished.

Best Practices for Notification Text

The following examples can help you to design your Notification message text to leverage best practices. Notifications can add more value with a well-planned messaging strategy that provides the most useful information at the right time.

This example Confirmation message is branded to add a sense of legitimacy to the text and maintain continuity in the customer experience.

The message also uses the {{callback-cid}} component, which is important for two main reasons:

• Customers will be more likely to answer their callback if they recognize the Caller ID number.
• Some smartphones will add a caller/company name to the number if recognized.

We recommend using {{callback-cid}} in one of the first two Notifications.

This example Reminder message could use the {{scheduled-time}} component to remind customers of their exact scheduled callback time, as well. This component is only available for scheduled callbacks.

This example Final Attempt message uses an Automation to encourage the customer to reschedule their callback.

This example Success Notification presents a survey opportunity to customers. Offering a survey in the message allows customers to take their time, perhaps coming back to the survey when they have more time to complete it.

To learn more about the options available for notifications on the Call Target screen, see the Messaging section on the Call Targets Page article in the Reference section.

 Step 3: Test the Customer Experience

It is a good idea to test your notifications with your own mobile phone so that you can see exactly what customers will receive in each scenario. This also allows you to see the format of the custom information provided by any dynamic text replacements you have used.

Send Notifications to Yourself for Testing

Quick access: Callback > Phone Numbers

1. On the Phone Numbers screen, locate the phone number associated with the Call Target you would like to test. Call this phone number to request callbacks in each of the following steps.
2. To test the Confirmation notification, request an ASAP callback. You should receive a confirmation message shortly afterward.
3. To test the Reminder notification, request a scheduled callback for at least 30 minutes in the future. You should receive a Reminder message approximately 15 minutes prior to your scheduled callback time. Reminders will not be sent for callbacks scheduled for less than 30 minutes in the future.
4. To test the Final Attempt message, request an ASAP callback, but do not answer the callback when it arrives. Allow the system to make all of the configured retry attempts without answering. After the last retry attempt fails, you should receive the Final Attempt message.
5. To test the Success message, request an ASAP callback and answer the call when it arrives. Connect to an agent for several moments, then disconnect the call. You should receive the Success message shortly afterward.