Check Mindful status in inbound call flows

Summary and Impact

The inbound routing scripts or call flows in your contact center should perform a Retrieve Widget Status API request (HTTPS GET) to Mindful Callback to ensure the associated Call Target is ready to register callbacks. See the API documentation for details.

Your system should send a request to the URL associated with a specific Mindful Scheduler Widget, which is connected to a Call Target. The response will include a widget_state property, among others.

When the returned value of widget_state is either offer_callback or offer_asap_callback, you can be assured that the Call Target is ready to receive inbound calls and register new callbacks. If any other response is returned, we recommend routing calls directly to an agent queue.

Components Involved

Platforms and products involvedFeatures and capabilities involvedSupported integrations
  • Mindful Callback
  • Mindful Scheduler
  • Mindful Scheduler API
  • Amazon Connect
  • Cisco UCCX
  • Five9 VCC
  • Genesys Cloud
  • Genesys Engage
  • Nice InContact
  • Talkdesk
  • Twilio Flex

Additional Notes

The RetrieveWidgetStatus API call requires a Mindful Scheduler Widget to be created for each Call Target in your Organization.

The full URL for each Widget can be copied from the Widgets page using the API Endpoints icon shown beside each widget. screenshot of the scheduler widgets page with the A.P.I. endpoints icon highlighted

In the API Endpoints modal window, copy the URL for the Retrieve Widget Status endpoint, as shown below:image of the retrieve widget status endpoint details

Note:
  • You can find examples of configuration for this API request in the official integration guide for each supported platform.
  • This only works in contact-center platforms that can perform secure HTTPS GET requests to third-party endpoints and parse the responses. This includes platforms that allow custom functions (such as Amazon Connect Lambda or Twilio Flex node.js).