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How-To Guides
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How to Add or Edit Metadata Items
Metadata Items can be added in Global Settings or for individual Call Targets. Follow the instructions in this guide to learn how to add, edit, and manage Metadata Items for your Call Targets or your entire Organization. Quick access : Callbac...
Updated on : 30 Nov 2023
How to Configure Global Settings
Global settings in Mindful Callback provide a foundation for everything your company does in the application. As an Administrator or Manager, at some point you will find yourself using the Global Settings screen to manage the configuration that ap...
Updated on : 30 Nov 2023
How to Configure Smart Rules
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 wi...
Updated on : 20 Nov 2023
How to Configure Speech Recognition
Speech-recognition features allow you to accept spoken input from customers and agents during callbacks. With this feature, customers can provide spoken input rather than DTMF, and agents can use speech input to confirm they are ready to accept a ca...
Updated on : 30 Nov 2023
How to Disable Session Timeouts on Reporting Pages
The Mindful Platform features a built-in session timeout that automatically logs users out after a period of inactivity, for enhanced security. While that additional layer of protection is important, it is not necessary in every situation. For examp...
Updated on : 08 Jan 2024
How to Enable Scheduled Callbacks
Configuring your Call Target to allow callback scheduling allows you to offer customers the option to choose a date and time in the future to receive a callback, rather than receiving one as soon as possible. Callback scheduling can be done via the ...
Updated on : 30 Nov 2023
How to Enable Voice-to-Messaging
The voice-to-messaging feature allows you to seamlessly transition customers from a voice interaction into receiving an automated text message. By customizing the message text for a specific Call Target, you can easily inform customers of current is...
Updated on : 30 Nov 2023
How to Manage Audio Files
Mindful Callback features a fully customizable voice experience that can be unique for any Call Target in your Organization. The Mindful IVR presents voice prompts in real time by combining many customizable audio files. You can customize audio file...
Updated on : 07 Feb 2024
How to Manage Your User Account
This article provides step-by-step instructions for editing your account details in Mindful. Whether you need to update your basic details, change your password, or configure multi-factor authentication, this guide will walk you through the process....
Updated on : 27 Nov 2023
How to Receive Daily Call Detail Reports via Email
Mindful can be configured to automatically generate daily Call Detail reports for a selected range of Call Targets and reporting categories. Callback can email a link to a customized daily report each morning to any user. These reports can help you...
Updated on : 27 Nov 2023
How to Set up a Call Target
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 telephony system. This guide wal...
Updated on : 30 Nov 2023
How to Switch Organizations
Beginning with the Spring '23 release, it is possible for any user to be assigned to multiple Organizations in Mindful Callback. In most cases, you will only need a single Organization to manage all of the Call Targets for your company. However, if ...
Updated on : 28 Nov 2023
How to View Reports and Call Data
Mindful provides access to real-time and historical monitoring and reporting features on several pages. While logged in to your Callback account, you can monitor real-time Call Target usage data, view metrics to quantify the customer experience, ana...
Updated on : 30 Nov 2023
How to Work With User Data and Metadata
The ability to attach and retain custom user data can be one of the most powerful features of the Mindful ecosystem. Several methods of collecting and passing user data (or metadata) are available, such as collecting input via DTMF from customers an...
Updated on : 14 Mar 2024
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