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Smart Rules
  • 28 Jun 2023
  • 2 Minutes to read
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Smart Rules

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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 Organization. 

  • Smart Rules are currently a beta feature in Mindful Callback.
  • The Smart Rules screen must be enabled by Mindful staff before it can be accessed by Admins and Managers. For help with accessing Smart Rules in the user interface, contact the Mindful Support team.
  • There is currently no limit to the number of Smart Rules that can be saved for an Organization.
  • For step-by-step instructions on configuring Smart Rules, see How to Configure Smart Rules.

screenshot of the smart rules page

Smart Rules Example

The basic flow of a Smart Rule can be described by a simple statement: IF a specific condition is true, THEN set a specific configurable setting to a new value. This basic structure is provided by default when you create a new Smart Rule, as shown in the following image:

screenshot of smart rules conditions

By grouping or branching the condition(s) and action(s), you can create more complex rules, such as: IF the first condition is true AND a second condition is true, OR an alternative condition is true... etc., THEN perform the first action AND the second action... etc.

The following example shows a basic use case that will slow down the callback pacing as the ECBT increases. In this example, the Smart Rule will set the value of the Max Queue Depth setting to 10 and enable callback scheduling every weekday after 4:00 PM. This rule is configured to check the conditions every five minutes, so we can expect it to trigger within five minutes after the time of day reaches 4:00 PM (in the time zone configured for the Organization).

Configurable Settings

The following table contains a list of all configurable settings that can be updated by Smart Rules.

Configurable settingTypeNotes
Callback OfferbooleanThis setting can only be selected by Mindful staff.
Announce ECBT During Offerboolean 
Requested Callback Thresholdnumber 
ECBT Thresholdtoggle (time) 
Announce ECBTboolean 
Voice Scheduled Callbacksboolean 
Allow Voice Callback Scheduling Outside Hours?boolean 
Number of Days Out to Schedule Voice Callbacksnumber 
Widget Scheduled Callbacksboolean 
Allow Widget Callback Scheduling Outside Hours?boolean 
Number of Days Out to Schedule Widget Callbacksnumber 
Minimum Number of Widget Scheduling Optionsnumber 
Max Queue Depthnumber 
Priority Queue Timeouttoggle (time) 
Prompt Customer to Confirm Callbackboolean 
Prompt Customer to Reschedule Callbackboolean 
Max Active Callsnumber 
Minimum Callback Delaytoggle (time) 
Retry Delaytoggle (time) 
Next Business Day Callback Maxnumber 
Next Business Day Callback Delaynumber 
Announce Time for Next Day Callbacksboolean 
Return to Holdboolean 
Use ECBT for End of Dayboolean 
End of Day Fixed Marginnumber 
Minimum Averaging Window (Minutes)numberThis setting can only be selected by Mindful staff.
Minimum Number of Data Points to AveragenumberThis setting can only be selected by Mindful staff.
Max Retry RationumberThis setting can only be selected by Mindful staff.
Voice to Messagingboolean 
Confirmation Notificationboolean 
Reminder Notificationboolean 
Final Attempt Notificationboolean 
Success Notificationboolean 
Callback Processingboolean 
Callback Registrationboolean 

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