Callbacks
A callback is a promise to call back at a set time. It always belongs to a campaign, so it inherits that campaign's caller ID, calling windows, calendar, DNC lists and dispositions.
Where callbacks come from
| Source | How |
|---|---|
| Agent | Picks a callback-type disposition, a date and time, "Me" or "Any agent", and leaves a note. |
| IVR, Studio, CRM | The integration API with an API key ("please call me back", a web form). Without a campaign it goes to the campaign named Callbacks. |
| Supervisor | Creates callbacks by hand. |
| System | Created automatically when a customer waits out the hold ceiling (hold_timeout). |
If IVR or CRM callbacks are expected, create and start a campaign named Callbacks with an outgoing number, a contact list and agents. A callback for a phone number that is not yet a lead in the campaign's list creates the lead.
Two ways a callback is placed
Campaign callback (any agent)
windowMin (15 min by default) before the scheduled time, the lead becomes ready with priority 1000. It is dialed by its campaign's mode: agent-first in progressive, dialed ahead in power and predictive, and callbacks always take the dial budget before regular leads. In a preview campaign the card goes to the agent who has been free longest.
The number dialed is the one the customer asked to be called on, not the first one by phone order. A callback that is answered while no agent is free is not dropped: the customer hears the hold message and waits, and their task is placed ahead of regular calls in the queue. If the window (windowMin after the scheduled time) closes before the callback can be dialed, it becomes expired and the lead returns to the general pool.
Agent-owned callback (card)
At the scheduled time the agent gets a card on the dialer-preview channel: the lead, the note, the time, and Dial, Reschedule, Skip.
- Dial is agent-first: the agent hears the ringing and the customer gets them straight away.
- Reschedule moves the callback to a new date and time.
- Skip hands the callback to the team: any available agent on the campaign will call the customer.
If the owner does not take the card within callbackOwnerTimeoutMin (10 min), rejects it or presses Skip, the callback passes to any agent in the campaign. While the card is open, the agent counts as busy and the pacer does not dial for them. If the customer does not answer, the callback comes back to the same owner according to the campaign's retry rules.
Callback statuses
Rescheduling keeps the callback's ID and can revive an expired or canceled one. When a callback is dialed, DNC and the calling window are checked, but not the attempt limit, the national registry or consent: the customer asked for the call. A number on a DNC list cancels the callback and excludes the lead.
Permissions
Agents see and change only their own callbacks; supervisors, admins and API keys see all of them. The API is described in the integration API reference.