Review General Global Settings

Quick access: Callback > Global Settings > General tab

The Global Settings screen is separated into tabs, and you may see more tabs than those in the following screenshot, depending on how your Organization is configured.

The General tab contains basic information about your Organization and a few options that impact the way Call Targets are initially configured by default. Additional options appear on this tab if your Organization has been enabled for international dialing.

Review each of the following settings on the General tab to understand how your Organization is configured.

• Blacklist Numbers: A list of phone numbers the system prevented from dialing
• SIP Termination URI: (Optional) An existing SIP Trunk Termination URI for the purpose of saving money on toll charges

Configure Messaging and Notifications

Quick access: Callback > Global Settings > Messaging tab

The Messaging tab allows you to utilize built-in messaging features of Mindful Callback. The following features are available on this tab to all users except Viewers:

• Voice to Messaging transitions to move traffic from your voice channels into informational, read-only SMS messaging.
• Automated SMS notifications to confirm callback requests, remind customers of an upcoming callback, or inform them when all callback attempts have failed.
• Automated post-call notifications which can include links to surveys or other calls to action.

Review each of the following settings on the Messaging tab.

• Voice to Scheduled Callback Message Text: Sent to customers via SMS after they have chosen to schedule a callback via SMS messaging
• Confirmation Text: Contains the text of the message to be sent to customers to confirm that their callback request has successfully been registered
• Reminder Text: Contains the text of the message to be sent to customers who have a scheduled callback that is almost ready to launch
• Final Attempt Text: Contains the text of the message to be sent to customers when all callback attempts have failed and there are no retries remaining
• Success Text: Contains the text of the message to be sent to customers after a successful callback is completed

Using 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.

• Contact Number: Click to insert the customer's phone number into the message text.
• Callback CID: Click to insert your Callback CID into the message text. This is the number that will appear on the customer's phone via Caller ID.
• ECBT: Click to insert the Estimated Callback Time into the message text.
• Scheduled Time: Click to insert the scheduled callback time into the message.
• Widget URL: Click to insert a link to a Scheduler Widget, then select the Widget to use on the Call Target page for an individual Call Target.

Example

The following example uses several available components to personalize a notification message:

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.

Configure the Hours of Operation

Quick access: Callback > Global Settings > Hours tab

If your Organization's hours of operation are already configured, it is still a good idea to familiarize yourself with the current hours and the functions available for changing them, just in case changes are needed in the future.

The Hours tab allows you to set the hours of operation for your Organization for each day of the week. You can also designate special holiday hours on specific dates in the future. This will set default values to be applied to each Call Target, but each Call Target can be configured with its own unique hours of operation, as well. Review each of these settings on the Hours tab.

• Time Zone: Sets the time zone for the Organization's hours of operation
• Hours of Operation: Provides options to set the hours of operation for each day of the week and designate holidays with unique hours

Next Steps

You can find additional options on the Global Settings page that are not critical to setting up an Organization, but it is still helpful to become familiar with them. In addition, there are several optional features that a Mindful representative can enable for your Organization, including international dialing.

To learn more about any of the settings and features available for your Organization, see the Global Settings reference guide.