Messaging tab
Configure SMS notifications settings for Call Targets
The Messaging tab on the Call Target page allows you to set up SMS notifications for customers awaiting callbacks. You can also provide the option to receive a text message with further information rather than requesting a callback, with the ability to customize the message on this tab.
For clients using regular 10-digit phone numbers (known as "ten-digit long codes" or "10DLCs"), Mindful's carrier partners require the number to be registered with the Campaign Registry, which is used by the majority of US mobile carriers to validate the authenticity of application-to-person (or "A2P") SMS traffic.
If your brand is using 10DLCs, please complete this form so that we can ensure that the 10DLC campaigns are submitted as soon as possible.
No action is required for clients using toll-free numbers (TFNs) and short codes to send SMS, or anyone using SMS outside of the continental United States.
The remainder of this guide covers all of the settings available on the Messaging tab.
Handle and intercepts
Handle
The Handle field determines the number that will display in a customer's SMS app when a notification message is received.
Voice to Text Message
The Offer Message Intercept checkbox on the General tab adds a new option to the voice menu to offer customers the opportunity to receive an automated SMS message rather than speaking with an agent. When Offer Message Intercept is enabled, the Voice to Text Message field on the Messaging tab determines the text sent to customers who choose this option.
You can use this feature simply to provide useful information, or you can add a link to a Scheduler widget into the message by clicking the Widget URL option under the Available Components heading. To offer callback scheduling via text intercepts, you must select a Scheduler widget in the Voice to Text Message Widget dropdown menu to determine which widget will offer callbacks when the customer clicks the link.
How is this field different than Scheduled Callback Message Text in the Notifications section?
This field is used when a customer chooses to receive a message rather than registering a callback. The primary use for this field is to provide information (such as updates on a service outage), but you can choose to offer callback scheduling here if you wish.
Notifications
Scheduled Callback Message Text
The Scheduled Callback Message Text field allows you to customize the message sent to customers who have chosen to schedule a callback via messaging. By default, the field will contain the text configured on the Global Settings page, and you can customize the text for individual Call Targets to align with a specific department or line of business.
When customizing the text, make sure that the {{widget-url}} component is present. This component places a link to the assigned Scheduler widget into the message.
How is this field different than Voice to Text Message in the Intercepts section?
This field is used when a customer in the voice menu chooses to schedule a callback via text message. This kind of offer is enabled by the Scheduled Callback Caller Experience setting on the General tab.
Confirmation Notification
When selected, the Confirmation Notification setting enables Mindful to send SMS messages to confirm that customers' callbacks have been successfully registered. The Confirmation Text field allows you to customize the text of the message, add dynamic text for personalization, and optionally add a link to a Scheduler widget.
This notification will be sent shortly after the customer disconnects their call to wait for their callback.
The Minimum Callback Delay should be greater than two minutes, or confirmation notifications may not be sent. See Callback strategy to learn how to set or check this value.
The first time a notification is sent from your organization, it should include language informing the customer that they may opt-out of SMS messaging at any time by replying STOP (ex: Reply STOP to stop receiving text messages from us). This language should be included in the confirmation notification since this is generally the first message that you will deliver to a customer. If a customer replies STOP, a message will be sent explaining how they can opt back into messaging in the future.
Reminder Notification
When selected, the Reminder Notification setting enables Mindful to send SMS messages 15 minutes prior to a scheduled callback. The Reminder Text field allows you to customize the text of the message, add dynamic text for personalization, and optionally add a link to a Scheduler widget.
This notification does not apply to ASAP callbacks or those moved to the next business day via the Next Business Day Callback feature, but only to callbacks specifically scheduled for a later time.
Final Attempt Notification
When selected, the Final Attempt Notification setting enables Mindful to send SMS messages to customers after all callback attempts have failed and no additional retries remain. The Final Attempt Text field allows you to customize the text of the message, add dynamic text for personalization, and optionally add a link to a Scheduler widget.
You can use this notification as an opportunity to encourage customers to call back or register another callback via widget.
Success Notification
When selected, the Success Notification setting enables Mindful to send SMS messages to customers after a successful callback is complete. The Success Text field allows you to customize the text of the message, add dynamic text for personalization, and optionally add a link to a Scheduler widget.
You can use this message to communicate anything you would like, including:
Links to after-call surveys to gather feedback
Follow-up call to action or reminders
Targeted sales opportunities
To avoid sending surveys too often, we recommend paying close attention to which Call Targets utilize success notifications and how long the feature is enabled at a time. The following tips can help to manage the frequency of survey offers:
Enable Success notifications for specific periods of time to gather survey input, then disable them until you would like to gather input again.
Choose Call Targets that do not experience a high volume of repeat callers to avoid sending multiple surveys to individuals each day.
For Call Targets with very low volume and very few repeat callers, you might consider leaving the feature enabled at all times. In this case, it is still important to monitor the usage over time.
Dynamic text replacement
Near the text field for any notification, you will see a list of buttons labeled Available Components. You can click any of these buttons to add the corresponding component, such as the customer contact number or ECBT, into the text field as a variable. This allows you to insert dynamic text that is customized for each interaction.
The following components are available, based on the type of message being configured:
Contact Number — Insert the customer's phone number.
Callback CID — Insert your Callback CID. This is the number that will appear on the customer's phone via Caller ID.
ECBT — Insert the Estimated Callback Time.
Scheduled Time — Insert the scheduled callback time.
Widget URL — Insert a link to a Scheduler widget, then select the widget to use in the field directly beneath the Available Components buttons.
Example
The following example uses several available components to personalize a notification:
We will call you back at {{contact-number}}. Your estimated callback time is {{ecbt}}, and the callback will be coming from {{callback-cid}}.
In this example, the customer would see something like:
"We will call you back at 330-555-1234. Your estimated callback time is 15 minutes from now, and the callback will be coming from 800-555-9988."
For organizations that use international languages, be aware that the {{scheduled-time}} and {{ecbt}} components include English verbiage that cannot be updated for other languages at this time.
Messaging automations
You can add automations to notification messages to improve the customer experience. This allows customers to respond to SMS messages in prescribed ways. The following automations can be added to the text of your Notifications:
@callme provides the ability to register a new callback.
@cancel offers the option to cancel a pending callback.
@status provides the ability to check the status of a pending callback.
Automations must be set up by Mindful staff before you can add them to your notifications.
Reminder notifications will only be sent for callbacks scheduled at least 30 minutes in the future when they were requested.
Callback launch priorities
When a callback cannot be dialed due to the current queue conditions (based on the Max Queue Depth and/or Max Active Calls), it is added to an internal waitlist. Two separate waitlists are used, with different levels of priority based on the callback type.
ASAP callbacks are added to their own waitlist, while scheduled callbacks and retries are combined into a second waitlist with a higher priority.
Setting different priorities for different types of callbacks helps to ensure that customer expectations are met as closely as possible.
Customers expect scheduled callbacks at a specific time, and they may have received a reminder notification to reinforce the scheduled time. It is important to dial those callbacks as close to the scheduled time as possible.
Retries are callbacks that were intended to be answered already, and it is a best practice to dial retries at a regular interval.
For ASAP callbacks, customers may have been quoted the Estimated Callback Time (ECBT) with a +/- 20% buffer, or they may not have been quoted an estimate at all. Punctuality is still important, but less important than scheduled callbacks or retries.
