How to configure messaging automations

Allow customers to reply to SMS notifications to request Mindful services.

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Messaging automations allow customers to reply to SMS notifications or send SMS messages to an inbound number to request automated services, such as:

  • Registering new callbacks

  • Requesting the status of pending callbacks

  • Cancelling pending callbacks

Configuring messaging automations for a client involves several steps in both the Mindful Callback UI and Platform Admin. This guide walks through each of the required steps, culminating in a complete end-to-end testing procedure.

Create a Handoff channel

Most of the required configuration is contained in a Handoff channel, which you can create on the Channels page in Platform Admin.

image of the channels page

For a complete walkthrough of creating and configuring a channel, see Handoff channels. Configure the General and Automations tabs via the instructions in the linked guide.

Note: The channel does not need to be configured with keywords for the purpose of automations. You can skip keyword-related content in the channel configuration guide.

Generate a token for the channel

The Handoff channel will require a token to communicate with the Messaging Gateway service.

image of the tokens page

Follow the steps below to generate a new token and assign it to the channel used for automations:

  1. On the Tokens page, select the client organization in the Select an Organization field.

  2. Click Generate New Token.

  3. Select the phone number of the relevant channel in the Default Channel dropdown menu.

  4. Select "mg" in the Proxy To field.

    This specifies that the token should be sent to the Messaging Gateway.

  5. Keep the Enabled checkbox selected if you wish to enable the automations right away.

  6. Click Save when finished.

Create a Scheduler widget

Messaging automations leverage Scheduler Widgets to send requests to Mindful Callback. When a user requests, cancels, or checks the status of a callback, the related automation will invoke the selected widget. In the case of the @callme automation, the widget will be used to generate a callback scheduling link to be sent via SMS.

image of the widgets page

Before proceeding, make sure the client organization contains a Scheduler widget that is being used for notifications by at least one Call Target.

For instructions on configuring Scheduler widgets, see Widgets.

Configure Call Target notifications

Additional configuration is needed on the Call Target associated with the Scheduler widget created earlier:

  1. Make sure that the Enable Callback Notifications checkbox is selected on the Global Settings page.

  2. On the Call Target page, in the Messaging tab, enter the same phone number in the Handle field that you entered in the Channel field when creating the channel in Platform Admin.

    comparison of fields

  3. Enable at least one notification for the Call Target, for testing purposes.

Test the automation

To test the new automations end-to-end, follow the steps below:

  1. Log into the client organization.

  2. Request a callback to the relevant Call Target and receive an SMS notification.

    Different notifications may be more efficient to test different types of automations:

    • @callme — Receive a Final Attempt notification.

    • @cancel — Receive a Confirmation notification.

    • @status — Receive a Confirmation notification.

  3. Reply to the message with the appropriate message text to trigger the automation (@callme, @cancel, etc.).

    You should receive a reply confirming your request.

    example text message

  4. Use the Call Detail page to confirm that the requested action has been performed for your callback.

    The following example shows the result of an @cancel request on the Call Detail page:

    example call detail