The voice experience in Mindful Callback

Explore the default voice experience and call flows in specific scenarios.

Mindful Callback provides a robust and highly customizable voice experience to guide your customers through the process of requesting and receiving callbacks. This article can be used as a reference to discover the default voice experience and call flows in different scenarios.

Callback registration voice experience

The key below details the meaning of elements used in the call flow diagrams in this article. voice experience flow chart key

Default voice experience (Offer ASAP Callback + Announce ECBT During Confirmation + Announce ANI)

The following call flow describes the default voice experience when registering a callback. No configuration changes have been made in this scenario. flow chart of the default voice experience

Note: option is enabled, the Callback system will still register a callback for a customer who hangs up after confirming their phone number but before the end of the registration process.

Default voice experience when a callback already exists

The following call flow describes the default voice experience when a callback has already been registered for a given phone number. Callback automatically checks the phone number being provided during the registration process to see if an existing callback is already pending. If one exists, the customer is notified and the call ends. flow chart of the default voice experience when a callback already exists

Customized registration options

The following call flows describe the default voice experience when requesting a callback in a variety of configuration scenarios.

Default + Announce ECBT During Offer + Offer Choose Hold

The following call flow describes the default voice experience with Announce ECBT During Offer and Offer Choose Hold enabled. flow chart of default + announce E.C.B.T. during offer + offer choose hold

Default + Offer Scheduled Callback (Voice)

The following call flow describes the default voice experience with Offer Scheduled Callback (Voice) enabled. flow chart of default + voice scheduled callbacks

Default + Offer Scheduled Callback (Voice) + Scheduled Callback Experience (Text)

This call flow describes the customer experience with Offer Scheduled Callback (Voice) enabled and Scheduled Callback Experience set to Text. flow chart of default + text scheduling

Default + Allow Extension or Phone Number

The following call flow describes the default voice experience with Allow Extension or Phone Number enabled. flow chart of default + allow extension or phone number

End of day

The following call flow describes the default voice experience with End of Day options enabled (Offer Next Business Day Callbacks and Offer Return to Hold). flow chart of end of day handling

Default + Voice to Text Message

The following call flow describes the default voice experience when a customer is offered to disconnect the call and receive a text message instead. default + voice to messaging

Call flows by callback strategy

The following call flows describe the default voice experience for the Agent First or Customer First Callback Strategy.

Customer first + Offer Rescheduled Callback

The following call flow describes the default voice experience for a customer first callback with Offer Rescheduled Callback enabled. flow chart of customer first + prompt customer to reschedule callback

When rescheduling, ECBT options are announced to callers in the format: "For 10 minutes from now, press 1. For 20 minutes from now, press 2…", up to 9 for 90 minutes. All ECBT times are rounded up and time options lower than the ECBT are not announced.

For example, if the wait time is 34 minutes, callers will hear options to choose 4 for 40 minutes, 5 for 50 minutes, etc.Callers will not hear the options to choose 1, 2, or 3 since those times represent 10, 20, or 30 minutes or less.

Agent first + Prompt Customer to Confirm Callback

The following call flow describes the default voice experience for an agent first callback with Prompt Customer to Confirm Callback enabled. flow chart of agent first + prompt customer to confirm callback