Messaging
Configure SMS notification defaults for your organization.
The Messaging tab on the Global Settings page allows you to enable messaging features for your organization and configure default SMS notifications for customers awaiting callbacks. After configuring messaging settings on this page, you can further refine the configuration for individual Call Targets.
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
The Handle field determines the default number that will display in a customer's SMS app when a notification message is received.
Enable Voice to Text Message
The Enable Voice to Text Message checkbox makes the message intercept feature available to your Call Targets. This provides callers with the option to receive an informational SMS message rather than registering a callback, which can be helpful in times of service outage or other emergencies.
Voice to Text Message Text
When Offer Message Intercept is enabled for a Call Target, the Voice to Text Message Text 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.
How is this field different than Scheduled Callback Message Text?
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.
Voice to Scheduled Callback Message Text
The Voice to Scheduled Callback Message Text field allows you to customize the message sent to customers who have chosen to schedule a callback via messaging. As with the other fields on this tab, 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 Text?
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 Call Target page.
Notifications
The Enable Callback Notifications checkbox on the Global Settings page makes notifications available to your Call Targets but does not force all Call Targets to use them. You can enable or disable individual notifications for different Call Targets and adjust the text of each as needed.
Confirmation Text
The Confirmation notification confirms 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 Text
The Reminder notification is sent 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 Text
The Final Attempt notification is sent 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 Text
The Success notification is sent 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.
