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

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 following image shows an example Slack message:

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 a Client ID and Secret from a Mindful API Application Client (this step may be skipped if you have enabled other connections).

    image of the input fields for client ID and secret

  3. 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

  4. 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

Check back soon for more information on this connection.