Alerts
Connect Mindful with Slack or email.
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.
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:
Follow the instructions below to enable this connection:
Click Enable in the "No Talking Calls" tile for Slack.
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.
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:
Follow the instructions below to enable this connection:
Click Enable in the "No Talking Calls" tile for email.
When prompted, enter the recipient email address for alerts in the Message to Email field.
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:
Follow the instructions below to enable this connection:
Click Enable in the "High Incomplete Registration %" tile.
Enter the Client ID and Secret for your Slack app.
To find your Slack app credentials, open Settings > Basic Information on your Slack dashboard.
When prompted, grant permission for Mindful to access your Slack workspace.
Next, configure the alert threshold and the Slack channel to be used.
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.
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.