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 voice menu or web widgets, and each channel can be configured differently.

To learn more about each of the configurable settings available for scheduled callbacks, see Call Target Callback Scheduling Settings in the Reference section.

Enable Scheduled Callback

Callback scheduling can be enabled for two separate channels: Voice (scheduling via the IVR) or Widget/API (scheduling through a digital interface). The first step is to select one of both of the available checkboxes to enable scheduling on either channel, or both.

Quick access: Callback > Call Targets > General tab > Registration

Configure Scheduled Callback Settings

After enabling callback scheduling in the Registration section, the next step is to configure the scheduling experience in the Scheduled Callback section of the Call Target page. Consult the details below for information on the available settings.

• Scheduled Callback Caller Experience: Select Voice to guide customers through scheduling via the Mindful IVR. Select Text to provide an alternative method of scheduling via text message, while still allowing for voice scheduling. See the next section in this guide to learn more.
• Widget for Text Scheduled Callback: When the Scheduled Callback Caller Experience is set to Text, select the Scheduler widget that will be used to schedule callbacks via text message. See the next section in this guide to learn more. 
• Number of Days Out to Allow Scheduling (Voice or Widget/API): Specify how many days in the future your customers can schedule a callback. Two settings are available: one for the voice channel, and another for Widget/API scheduling. Note that the next business day, not the current day, will be considered Day One.
• Minimum Number of Scheduling Options (Widget/API): Specify a minimum number of time slots to offer customers when scheduling via Widget or API. If the Number of Days Out to Allow Scheduling (Widget/API) does not provide the minimum required number of slots, the number of days out will increase until the minimum number of slots is offered.
• Offer Scheduled Callback Outside of Hours (Voice or Widget/API): Select this option if you wish to allow customers to continue using the callback scheduling feature outside of the Call Target's hours of operation. Two settings are available.
• Maximum Callbacks Allowed Per Schedule Interval: Configure the maximum number of scheduled callbacks allowed to be registered for each 15-minute interval for both voice- and widget-scheduled callbacks combined. Once the threshold is reached for a given interval, callbacks can no longer be scheduled for that interval unless an existing scheduled callback is canceled. To learn more about configuring schedule intervals, see Call Target Callback Scheduling Settings.

(Optional) Configure Scheduling via Messaging

Rather than scheduling callbacks through an interactive dialogue in the voice menu, you can alternatively offer your customers the option to schedule callbacks via SMS messaging. This multi-modal approach begins in the voice menu, transitions to messaging, and ultimately schedules a callback via a widget on a customer's smartphone. When enabled, customers in the voice menu will be given the option to receive a message to schedule a callback. If they accept, they will receive an SMS message with a secure link to a Scheduler widget. They can then interact with the widget directly on their smartphone to schedule their callback.

Step 1: Enable the Voice to Scheduled Callback Message Feature in Global Settings

Quick access: Callback > Global Settings > Messaging

In the Voice to Scheduled Callback Message Text field, update the default text to be sent via SMS message when a customer chooses to schedule a callback, if needed. You can use the Widget URL component to dynamically display the link to the assigned Scheduler widget anywhere in the message.

Step 2: Create a Scheduler Template and Widget

If you have not already created the widget that you wish to use for callback scheduling, you will need to create it before moving forward. For complete instructions on creating widgets and widget templates, see Getting Started with Scheduler Widgets.

BEST PRACTICES

1) Apply an API Access Token
An API Access Token will allow you to limit the sources of traffic allowed to interact directly with the Scheduler API endpoints for your Organization. Note that this will apply to your entire Organization, not just to an individual Call Target.
Quick access: Scheduler > Access Control Policies

1. Click Add Access Control Policy.
2. Name: Enter a unique name that will be used to identify the Access Control Policy (ACP).
3. Description: Enter a description to further differentiate the ACP.
4. In the API Access Tokens section, click Add API Access Token.
5. Enter a name for the API Access Token in the popup window that appears, then click Save.
6. Click Save Access Control to generate a unique token and save the ACP.

Quick access: Scheduler > API

7. On the API page, use the Access Control Policy dropdown menu to select the ACP you just created, then save the changes.

2) Configure the widget to offer scheduled callbacks only
This configuration ensures that customers are not offered an ASAP callback through the widget after they have already accepted the offer of a scheduled callback. Limiting the option to what has already been selected provides a more streamlined and less distracting experience.


3) Use the Inline Callback Form in your widget Template
The Inline Callback Form, as opposed to the Popup Callback Form, will provide a more convenient experience for customers using their smartphones to access the widget. The Inline form will provide all of the user inputs on a single page, rather than requiring the user to click a button and interact with a popup dialogue.

Quick access: Scheduler > Templates

Use the following steps to apply the Inline widget style when offering scheduled callbacks only:

1. On the Templates page, locate the Scheduler Template that will be applied to the widget, then click the Edit icon.
2. On the Edit Template page, click the HTML link.
3. Locate the Offer Scheduled Callback Only HTML section.
4. If there is a single div element in the field, with the data-vht-component attribute set to inline-callback-form, then no changes are needed. The Inline form is already being used.

5. If there is a button element in the field, with the data-vht-component attribute set to popup-callback-form-button, first clear the field and then add the inline-callback-form component.

Step 3: Configure Your Call Target

On the Call Target page, configure the Scheduled Callback Caller Experience and Widget for Text Scheduled Callback fields. See the previous section in this guide for more information on these settings.

Step 4: Test the Scheduled Callback Experience

Prepare the Call Target for Testing

Use the following procedure to ensure that your Call Target is configured for testing. Note the values of any settings that you change during testing and remember to set them back afterward.

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

1. In the Contact Center section, set the Callback Numberto the phone number of a device that you wish to use for testing.
   • This will be the agent side of the call. 
2. In the Callback Strategy section, set the Minimum Callback Delay to a value less than one minute.
3. Save and publish your changes.
4. On the Call Targets page, take note of the phone number assigned to the Call Target you wish to test, or provision and assign a new phone number for the Call Target if needed.

Test the Scheduling Experience

5. With your customer phone, dial the phone number provisioned for the Call Target you wish to test.
6. In the Mindful Callback voice menu, select the option to schedule a callback, then confirm that you wish to schedule via messaging. You should receive an SMS message momentarily.
7. View the SMS message on your customer phone to ensure that the message looks as you expect, then click the link to the scheduling widget.
8. Use the scheduling widget on your customer phone to schedule a callback for the nearest available timeslot. You should receive your callback at the scheduled time.
9. Answer the callback, choose to transfer to an agent, and ensure the call is delivered to your agent phone.

For more information on end-to-end Call Target testing procedures, see How to Set Up a Call Target.