Medallia GovCloud for Mindful

Mindful features available for Medallia GovCloud clients

Many Mindful features are available in a dedicated Government environment. This guide lists the availability of Mindful features in the Government environment compared to the commercial environment.


Status indicator	Meaning
done	Feature or product is available to run on GovCloud.
add_task	Requires Mindful staff to activate the feature
close	Feature or product is not available

This list was last updated on 18 December, 2024.

Administration


Feature		Status	Notes
User email settings		done
User account settings
	Change password	done
	Configure MFA	done
	Change Email and Name	done
Handoff
	Block List	done
	Message Lookup	done
Callback		done
	Global Settings	done
	Call Targets	done	Settings are arranged differently compared to the Commercial environment. Not all settings are available in the Government environment (see the General section below).
	Smart Rules	add_task	Not enabled by default, but can be enabled by Mindful staff
	Business Units	done
	Media Sets	done	Some audio files differ from the Commercial environment.
	Phone Numbers	done	Only SIP numbers can be provisioned in the Government environment. PSTN numbers are not supported.
Scheduler
	Widgets	done
	Templates	done
	Intents	done
	User Data Sets	done
	Access Control Policies	done
	(Scheduler) API	done
Datastore
	Lookup Data Set	done
	Data Set Templates	done
Organization
	User Management	done
	Application Roles	done

Reporting


Feature		Status	Notes
Insights			The commercial environment includes updated styling, filters, and metrics.
	Callback Executive Summary	done
	Conversation Overview	done
	Audit Log	close	Auditing is available on the Audit Report page. Events related to Messaging Gateway tokens are not logged. Changes to Call Target phone numbers are not logged. Platform-level changes to users, roles, and organizations will not list the super users (Medallia employees) who made the updates.
	Callback Usage	done
	Callback Performance	done
	Messaging Usage	done
Callback Status		done
Callback Overview		close	The information available to commercial clients on this page is available to government clients on the Callback Status page.
Call Detail		done
Exports		done
Alerts		done

Integrations


Feature		Status	Notes
Application Clients		done
Webhooks		close
Connections		close

API


Feature	Status	Notes
Mindful API v1	done	v1 only includes real-time Call Target statistics
Mindful API v2	close
Scheduler API	done	The `opt_ins` parameter is supported for Government clients when registering callbacks via API, to indicate whether customers have opted in to receive SMS messages or not.
Datastore API	done

General


Feature		Status	Notes
Single Sign-On (SSO)		done	Static XML files or Metadata URLs are supported for SSO configuration.
Keyboard shortcuts		done
Call Target features
	Customer voice recognition	close
	Enable callback options individually	close
	Callback Double Check (CBDC) scope	close
	Customize the ECBT announcement	close
	Play Metadata items to both agents and customers	close
	Embed Widget URLs in SMS notification text	close
	Search for Call Target settings and media prompts by name	close
	Offer text scheduling in the After Hours menu	close
	Attach UUI data in the Refer-To header of SIP REFER messages	close
Other platform features
	Disable user session timeouts on real-time reporting pages	close
	Acknowledge all alerts at once	close