Installing the Mindful Feedback App in Genesys Cloud

Overview

The Mindful Feedback app in Genesys Cloud makes the Feedback experience more efficient and streamlined by integrating the Feedback user interface directly into Genesys Cloud. With this integration, your agents no longer need to keep both apps open at once, instead using the Apps menu in Genesys to access Feedback settings.

This guide covers the following topics:

  • App installation

  • OAuth Role

  • Client Credentials

  • User group

App installation

The first step is to install the Mindful Feedback integration on the Integrations page (Admin > Integrations > Integrations). Next, you will need to add a new role in Genesys Cloud associated with the integration and your user account. The last step in this section is to create a new organization in Mindful Feedback via the Genesys UI.

  1. On the Integrations page, click the +Integrations button in the top-right corner of the page to open the list of available integrations.

  2. Use the search bar to locate the "Mindful Feedback" integration (do not choose the "Mindful by VHT" integration).

  3. Once found, click Install.example of searching for the mindful feedback integration

  4. In the confirmation dialog box that appears, leave all roles selected, and agree to the Terms of Service.

    • This will create the new Mindful Feedback app and take you to the settings page for the app.

  5. Add a new role (in the right sidebar) and name it "Mindful Feedback User Access".example of adding a role

  6. After saving the new role, click the number listed beside the role name, then add your own user account to the role.

  7. Set the Active/Inactive toggle switch to Active for the integration.

  8. Save the integration and refresh the page.

  9. Open the Apps menu from the top of the Genesys Cloud interface and select the new Mindful Feedback App from the menu.

  10. On the New customer account details form that appears, complete all required fields, then click Create Account.image of the new customer account details page

    • The Name and Password fields relate to the individual user and can be changed any time.

    • The Organization Name field relates to the entire organization and can be changed later.

    • The selected timezone relates to organization as a whole. Individual users can change it for their own accounts.

  11. Click Create Account to complete the process.

You should be taken to the landing page of the Mindful Feedback app within the Genesys Cloud UI, as seen below:

image of the feedback landing page within genesys cloud

OAuth Role

After the app has been installed and a new Mindful Feedback organization created, the next step is to edit a few roles in Genesys Cloud. Use the steps below to make the required updates.

  1. (Admin > People & Permissions > Roles/Permissions) On the Roles/Permissions page, click Add Role.

  2. Name the role "Mindful Feedback OAuth Role".

  3. On the Permissions tab of the role, locate and add the following permissions:

    • ANY analytics:conversationDetail:view

    • ANY conversation:communication:view

    • ANY externalContacts:contact:view

    • ANY authorization:grant:add (for license check)

    • ANY routing:queue:view

    • ANY routing:wrapupCode:view

    • ANY integrations:integration:add

    • ANY integrations:integration:edit

    • ANY telephony:Sites:All Permissions

    • ANY telephony:plugin:all

Tip: To quickly locate each role, you can copy and paste the values below into the search field:

  • analytics > conversation Detail > view

  • conversation > communication > view

  • External Contacts > contact > view

  • authorization > grant > add

  • routing > queue > view

  • routing > wrap-up Code > view

  • integrations > integration > add

  • integrations > integration > edit

  • telephony > Sites > all

  • telephony > plugin > all

Note:

These permissions are required for the Mindful Feedback app. In some cases, you may need to add more permissions to this role to invoke the Feedback API through an HTTP POST event using Genesys authentication in a trigger and event in Feedback.

For example, if you wanted to add a record to an Outbound Contact List directly from an event in Feedback, you would need to add the permission "ANY outbound:contact:add".

The image below shows the minimum required permissions that should be configured for the Mindful Feedback OAuth role:

image showing all permissions needed for the oauth role

Before moving on, make sure your own user account is assigned to this new role, and that you have all divisions assigned:

example of applying all divisions

Client Credentials

In the Mindful Feedback integration, the app needs to send requests to the Feedback API. To allow this, you will need to create new OAuth Client Credentials in Genesys Cloud. These credentials will only be used by the Feedback app in Genesys to authenticate with the Feedback API.

  1. (Admin > Integrations > OAuth) On the OAuth page, locate the “Mindful Feedback Client Credentials” client that was automatically configured when the app was installed:

    example client details for the oauth client
    Note: You may be presented with an error stating "you do not have the all necessary roles to edit this OAuth Client". If you know that you have the necessary roles, refresh the page and try again.

  2. Click the Roles tab to view a list of active roles.

    • At first, these are the roles associated with the user who installed the Mindful Feedback app.

  3. Locate and assign the role named "Mindful Feedback OAuth Role".

  4. Make sure all current and future divisions are assigned to the role (click within the Divisions column to make changes).

  5. Unassign all other roles.

  6. Save the changes to the OAuth client before moving on.

The screenshot below shows what the roles tab should look like when these changes have been made:

image of the roles tab with one role assigned

User group

With the application installed and configured, the final step is to create a new Genesys Cloud user group for administrators of Mindful Feedback.

  1. (Admin > Directory > Groups), on the Groups page, create a new group titled “Mindful Feedback Admin” with the following configuration:

    • Type: Official

    • Group Visibility: Any value

  2. Add your own user account and any administrators of Mindful Feedback that will need to access the application to this group.

Note:

The following steps are optional and can be completed with the Mindful team as needed. These steps are only needed if agents and additional admins/supervisors require licenses before the next meeting with the Medallia team. If adding these users can wait until after testing, then they do not need to be added yet.

  1. Create a new group titled "Mindful Feedback User Licensing"

    • Type: Official

    • Group Visibility: Any value

  2. Add all of the people who will require a license. This includes every agent that will be the subject of a survey and any users (admins/supervisors) who need access to the application to do administrative work.

  3. Enable roles in the group, then assign the "Mindful Feedback Application Access" role to the group.

    example of enabling and assigning roles to the new group

  4. Make sure all current and future divisions are assigned to the role (click within the Divisions column to make changes).

At this point, the Medallia team will enable automatic polling and remotely perform the SIP installation.