A scheduled callback is a promise to call a customer back at a set time: they were busy, asked for a licensed agent in their state, or wanted to talk after checking their plan. AgentTech routes each callback request to an agent, puts it in that agent's schedule, and keeps track of each attempt. This article is for agents, with a section for agency admins.

Where your callbacks appear

Callbacks assigned to you appear in Today's Schedule on the dialer home page, at their scheduled time, alongside your calendar events. Each callback shows its status:

StatusMeaning
PendingCreated and waiting to be routed.
AssignedRouted to you and ready to dial.
DialingYou are calling the customer now.
CompletedThe customer was reached.
No AnswerAn attempt went unanswered.
Cancelled / ExpiredThe callback is closed and no longer needs a call.

Call a customer back

  1. Set your status to something other than Disconnected (for example Available or Busy).
  2. In Today's Schedule, find the callback. While it is Assigned or Dialing it has two buttons.
  3. Select Call Back. The dialer calls the customer's number and the callback changes to Dialing.
  4. Talk to the customer and finish the call as usual, with a disposition. When the customer was reached, the callback is recorded as answered and you see "Scheduled callback completed".

If nobody picks up, hang up and select No Answer on the callback. The attempt is recorded ("Callback marked no answer"). Each callback allows a limited number of attempts before it is closed.

Where callback requests come from

Routed callback requests are created on the customer's behalf by AgentTech's AI tools and call flows when a customer asks to be called back. Each request is routed to a queue, team, department, outbound campaign or specific agent, then assigned to an agent who appears in their Today's Schedule.

Remind yourself to call someone back

To note a callback you promised during your own call, create a calendar event:

  1. Open Calendar (or Add Event in Today's Schedule).
  2. Enter an Event Title, set Event Type to Schedule Callback, and pick the Date and Start Time.
  3. Under Participants, select Select from Contacts (or Add Participant Manually) and add the customer with their phone number.
  4. Select Save Event.
Schedule Callback event
Add the customer as a participant so the number is at hand.

The event appears on your calendar and in Today's Schedule at that time. It is a personal reminder: it stays with you and is not routed to anyone else. Call the customer from the contact card or the dial pad.

Callback on the calendar
Schedule Callback events are colour-coded on the calendar.

See Calendar & Scheduling for editing and deleting events.

For agency admins: settings

Routed callbacks are set up under Agency Settings > Call Settings. Changes save automatically.

SettingWhat it does
Enable Scheduled CallbacksAllows agents and AI tools to create routed callback requests.
Default Callback Target TypeWhere AI-created callbacks go when no queue is known: Queue, Team, Department, Outbound Campaign or Specific Agent.
Default Callback Target IDThe ID of that queue, team, department, campaign or agent.
Default Callback Routing StrategyHow an agent is chosen: Round Robin, Longest Idle, Performance or Specific Agent.

The agents who receive callbacks must be in the target queue or team, and need a status other than Disconnected to dial. See Agency Settings, Queue Management and Teams.

Common problems

  • A callback has no buttons: it is no longer Assigned or Dialing (for example Completed, Cancelled or Expired), or it is a calendar reminder rather than a routed callback.
  • Call Back doesn't start a call: like any outbound call, it needs a status other than Disconnected. Change your status first.
  • I don't see today's callbacks: open the Today's Schedule panel on the dialer home page and check the date shown in its header.

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