Alerts

Connect Mindful with Slack or email.

Restriction: This functionality is currently in Beta. During this early access period, clients in the Beta program can try out and test this feature, and provide feedback about it. This stage allows Medallia to refine the feature's design before its general availability. Be aware that functionality may change before then.

The Alerts section of the Connections page contains integrations with Slack and Gmail. These connections send Slack messages or emails to notify you when callbacks are stuck in the Connecting phase without moving to the Talking phase.

example of connections for alerts
Note: Some configuration steps in this guide may be skipped if you have already configured individual connectors for different use cases.

Message Slack for non-talking calls

This connection sends messages to a Slack channel when callbacks are potentially stuck in processing, meaning there are calls in the Connecting phase but none in the Talking phase. This could indicate that customers are waiting in the callback-return queue without being connected to an agent, which could be caused by an issue in the contact center.

Call Target statistics are checked every five minutes, and an alert is sent when this condition is met twice consecutively.

The image below shows an example of a Slack message sent by Mindful, showing the number of calls currently in each phase:

example slack message
Note: Mindful does not provide a Slack app for these events at this time. You will need to create one in your organization and provide the Client ID and Client Secret during the installation. To learn more about sending Slack messages via webhooks, see the official Slack documentation.

Follow the instructions below to enable this connection:

  1. Click Enable in the "No Talking Calls" tile for Slack.

  2. Enter the OAuth Client ID and Secret from Slack.

    The experience after clicking Sign In may differ from the step below, depending on your Slack configuration. Contact your Slack administrator to approve this connection, if needed.

    image of the input fields for client ID and secret
  3. When prompted, enter the name of the Slack channel to which alerts should be sent.

Errors

If errors occur at any point in processing an alert, no further attempts to send that alert will be made.

Send an email for non-talking calls

This connection sends emails when callbacks are potentially stuck in processing, meaning there are calls in the Connecting phase but none in the Talking phase. This could indicate that customers are waiting in the callback-return queue without being connected to an agent, which could be caused by an issue in the contact center.

Call Target statistics are checked every five minutes, and an email is sent when this condition is met twice consecutively.

The image below shows an example of an email sent by Mindful, showing the number of calls currently in each phase:

example email alert

Follow the instructions below to enable this connection:

  1. Click Enable in the "No Talking Calls" tile for email.

  2. When prompted, enter the recipient email address for alerts in the Message to Email field.

    image of the message to email field
  3. Click Create when finished.

Errors

If errors occur at any point in processing an alert, no further attempts to send that alert will be made.

Message Slack for a high percentage of incomplete registrations

The High Incomplete Registration % connection will send messages to a Slack channel or private group when the number of incomplete callback registrations rises above a defined threshold. Incomplete registrations can result from callers disconnecting too early, entering invalid input, or experiencing technical issues that prevent them from registering.

The image below shows an example of a Slack message sent by Mindful, showing that a specific Call Target has reached more than 20% incomplete registrations:

example slack message

Follow the instructions below to enable this connection:

  1. Click Enable in the "High Incomplete Registration %" tile.

  2. Enter the Client ID and Secret for your Slack app.

    To find your Slack app credentials, open Settings > Basic Information on your Slack dashboard.

    image of the slack credential fields
  3. When prompted, grant permission for Mindful to access your Slack workspace.

    example permission window
  4. Next, configure the alert threshold and the Slack channel to be used.

    example alert configuration
    • Alert Threshold — Enter a threshold value in decimal form, representing a percentage of callback registration attempts. Alerts will be sent when incomplete registrations reach the percentage specified here.

    • Post Message Channel — Enter the name or encoded ID of the Slack channel or private group where messages should be sent.

  5. Click Create to save and enable the connection.

While the connection is enabled, you should receive alerts in the specified Slack channel or group when the percentage of incomplete registrations reaches the threshold.