Glossary

• Access Control - In Digital Callback instances: creating a list of the IP addresses, associated with your web servers, that will be routing callback requests from your website to the Digital Callback application.
• Access Control Policy (ACP) - An individual policy that ties a whitelist to a widget.
• Rate limit - In the Digital Callback application: the system stops processing incoming requests from the same IP address when a quantity limit and time period limit are both met.
• Template (also called Widget Template) - The callback request form that the customer sees on your website. Here is where you craft the customer experience.
• Whitelist IPs - The IP addresses of your web servers, which will route callback requests to the Digital Callback application.
• Widget - The web element that your customer interacts with in order to request a callback.
• Widget configuration - The behaind-the-scenes configuration that you perform, so that Digital Callback and Mindful Callback can work together.

Use case 1: Call Me widget embedded on your web page

Our simplest callback handling solution is for your web developer to embed the Digital Callback Call Me widget, configured in the product, on your organization's website. Expand the following box to learn more. Your organization's web developer can embed a Digital Callback Call Me widget on your website, and callback requests will be directly sent to the Digital Callback application.

How are callback requests handled? Your organization placed a Digital Callback widget on your website. Your customers request callbacks via the widget on your website. Callback requests are processed directly by the Digital Callback application, where the widget sends a request with a unique IP address/contact number to the application for processing.

Rate Limit use case In this diagram, a customer/bot/hacker placed too many callback requests via the widget in quick succession. The Digital Callback application identified the incoming source by the requestor's IP address. What happens once the rate limit is met? Once the max number of requests within a defined timespan has been reached: The individual placing the callback requests via your web widget will see an error message in the widget letting them know they've exceeded their maximum requests  The Digital Callback application will prevent additional callback requests from being registered in the callback registration queue.

Use case 2: REST API invoked from your application

A less common solution is for your web development team to create a custom widget or application on your website for sending callback requests to the Digital Callback application. 

Your organization's web developer can create a callback button on your website (using an API), and callback requests will be directly sent from your button to the Digital Callbackapplication.

For more information on developing apps to invoke the REST API, see the Developer Guide in the Digital Callback documentation.

How are callback requests typically handled? Your organization used an API to collect callback requests on your website. Your customers request callbacks via the button on your website. Callback requests are processed directly by the Digital Callback application, where the API sends a request with a unique IP address/contact number to the application for processing.

Rate Limit use case In this diagram, a customer/bot/hacker placed too many callback requests via the widget in quick succession. The Digital Callback application identified the incoming source by the requestor's IP address. What happens once the rate limit is met? Once the max number of requests within a defined timespan has been reached: The individual placing the callback requests via your web widget will see an error message in the widget letting them know they've exceeded their maximum requests. The Digital Callback application will prevent additional callback requests from being registered in the callback registration queue.

Use case 3: REST API invoked from your web server

For added security, we recommend implementing the Digital Callback application so that your web server sits between your website (where your customer makes the request) and the Digital Callback application (where requests are processed). Expand the following box to learn how using a web server and our Access Control Policies can give you a more secure experience.

Now that we have opened our API endpoints for web servers to access them, you can utilize Digital Callback handling on the back end for large scale call processing. Here's how the callback request flow will look:

How are callback requests handled when made via API endpoints from a web server? Your organization implemented a way for your customers to request a callback via a digital channel.  Your customers request callbacks. Callback requests are proxied through your web server (your software can apply its own authentication), and your web server forwards the callback requests to the Digital Callback application via a POST request.

Won't rate limits cause a problem, since all the traffic is coming from one IP address? Here, an issue with the previously-instituted rate limits occurs, because the Digital Callback application receives ALL of your organization's callback requests from the same IP address. This level of traffic will trigger the rate limits, even though the requests are legitimate and should be registered. This is where Access Control comes in Access Control Policies (ACPs) allow you to identify an IP address whitelist -- either individual IP addresses or a range of IP addresses -- and apply that whitelist to a specific widget and its associated API endpoints. This will then permit all requests coming from the whitelisted IP addresses to be registered in the Digital Callback application.  NOTE Different widgets on your site can use different whitelists. You are not limited to a single whitelist. What extra security is there if I use an ACP? This feature introduces a security feature by only allowing traffic from identified IP addresses. Incoming traffic to the Digital Callback application (via that specific API endpoint) from all other IP addresses is blocked.

Try it: Create a new template

Quick access: Digital Callback > Templates tab

1. To create a new template with the default configuration, click Add New Template, or... 
2. To begin by using an existing template's configuration to create a new one, find the template you wish to copy, then click Clone. 
3. If you have created a new template rather than cloning, enter a name and description in the fields provided, then click Save template.
4. Locate your new template on the Templates tab, then click Edit in its row to open the Edit Digital Callback Template screen.
5. Edit the information in each of the following tabs on the Edit Digital Callback Template screen, or click the links to learn more about each tab.

1. Details: Set the internal name and description of your template.
2. HTML: Customize the HTML code used to display buttons and text.
3. Callback Form: Customize the options and inputs provided to customers to help them request a callback.
4. API Message: Edit the default API responses that the template uses to communicate with your customers. 
5. Date/Time Format: Customize the way that dates and times are presented.
6. EWT Format: Customize the way that the Estimated Wait Time is presented.
7. Error Messages: Customize various error messages displayed to customers in specific scenarios.

Try it: Create a User Data Set

Quick Access: Digital Callback > User Data Sets

1. Click + Add New User Data Set to open the Create Digital Callback User Data screen.

2. Name (required): Enter a name to identify the User Data Set.

3. Description: Enter a description to define the purpose of the User Data Set.

4. Click + Add New Key to add the first key representing a user data KVP.

5. In the window that appears, enter a Key Name for the KVP. This name must precisely match the KVP that will be received by the widget.

6. Enter a value in the Default Value field, if applicable. This value will be assigned to the KVP if no value is received.

7. If you wish to replace any value that is submitted for this KVP with the  specified default value, enable the Replace Value from widget with Default Value checkbox.

8. Click Save to save the User Data Key, then repeat steps 4 - 6 for all remaining keys you wish to define for the User Data Set.

Try it: Edit or Delete a User Data Set

Quick Access: Digital Callback > User Data Sets

Edit a User Data Set

1. To edit a User Data Set, click Edit in the row corresponding to any existing set.

2. Update the Name and Description fields as needed.

3. Click Edit on any row in the User Data Set Keys table to update the Key Name and Default Value fields as needed, then click Save in the edit window.

4. Click Save Changes on the Edit Digital Callback User Data screen to save all the changes you made to the User Data Set.

Delete a User Data Set

To delete a User Data Set, click Delete in the row corresponding to any existing set.

Try it: Create an Access Control Policy

Quick Access: Digital Callback > Access Control Policies

1. To create a new Access Control Policy with nothing configured, click Add New Access Control Policy, or...
2. To use an existing Access Control Policy as a template for the new one, click Clone in the row corresponding to the policy that you wish to clone. 
3. Enter a unique name for the new policy in the Name field.
4. (Optional) Enter a description to further identify the new policy in the Description field.
5. If you are cloning an existing Access Control Policy, click Save, then click Edit on the new row associated with the policy to continue.
6. Click Add New Address to add an IP address to the whitelist.
7. In the Add Whitelisted IP Address to Access Control Policy modal window, enter the IP address in the Address field. If you wish to use the IP address of the server you are using to access the Callback user interface, you can click Use my IP address to automatically populate it in this field.

8. (Optional) Enter descriptive text to identify the server in the Description field.
9. Click Save to return
10. Repeat Steps 6-9 for any additional IP addresses you would like to add to the new Access Control Policy, then save your changes.

Try it: Edit or delete an Access Control Policy

Quick Access: Digital Callback > Access Control Policies

Edit an Access Control Policy

1. To edit an Access Control Policy, click Edit in the row corresponding to any existing entry.

2. Update the Name and Description fields as needed.

3. Click Edit on any row in the Access Control Policy Whitelisted IP Addresses table to update the Address and Description fields as needed, then click Save in the edit window.

4. To remove an IP address from the policy, click Delete in the appropriate row.

5. Click Add New Address to add more IP addresses to the policy.

6. To remove an Access Control Policy entirely, click Delete Access Control Policy.

7. Click Save Changes on the Edit Digital Callback Access Control Policy screen to save your changes.

Delete an Access Control Policy

To delete an Access Control Policy, click Delete in the row corresponding to any existing set.

Click for instructions on adding Intents